Refund policy

Returns & Exchanges

We take a lot of care in selecting and packing everything we sell, and we hope you love your purchase.

Because of the nature of our products, we don’t offer returns or exchanges for change of mind. We encourage you to read product descriptions carefully before purchasing, and if you have any questions at all, our team is always happy to help before you place your order.

Faulty or Incorrect Items

Nothing in this policy affects your rights under Australian Consumer Law.

If your item arrives faulty, damaged, or not as described, please get in touch with us as soon as reasonably possible so we can make it right.

Where a product does not meet consumer guarantees, you may be entitled to a repair, replacement or refund, depending on the nature of the issue.

How to Contact Us

If there’s a problem with your order, please email us at online@janesurryhills.com with:

• your order number

• a brief description of the issue

• clear photos where relevant

Our team will review your request and come back to you as quickly as possible.

Return Assessment

If a return is required for assessment:

• items should be returned in the condition received (unless the fault prevents this)

• return postage will be covered by us where a fault is confirmed

Normal wear and tear, or issues arising from misuse, are not considered faults.