RETURN/ EXCHANGE POLICY

JIBBIJUG Policy strives to ensure that you are satisfied. We want you to love and enjoy your purchase. Our Product are guaranteed to arrive to you without defects, and we ask that you to fully check your purchase before using it. By ordering JIBBIJUG you agree to and acknowledge these terms and conditions.​

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CHECK YOUR PRODUCT

• Once you have received your item(s), please check the quality thoroughly before using them for the first time. 

• If you encounter any issues that were not previously mentioned prior to your purchase, kindly report them to us immediately within 3 days*of receipt of your items. (*based on the delivery date indicated in your DHL tracking information). Please provide an unboxing video or photo capturing the moment the product is opened, or a photo or video of the unused item as it arrived.

• Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to us within 3 days of receipt of the product. Failure to do so will result in your claim being denied.

• Please note!! that sending an email without any accompanying video or photo will not be accepted.

• Please note that we cannot offer refunds for any alignment or scratching issues that occur more than 3 days after you receive the product. We cannot determine if the problem occurred before or after use. Therefore, any complaints or requests for a refund or exchange must be made within 3 business days of receiving the product. 

• Additionally, please note that all signs of used jugs will void our return policies. Once the jug has been used or more than 3 days have passed since you received it, we cannot guarantee that all faults have occurred before use.

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COLOR OPTION

Our cart system operates by selecting the product name, rather than clicking on the photo. This is because we may not always have photos available for each color of a product at any given time. By basing the order on the name, we can ensure a smoother shopping experience and minimize any potential disappointment.

For precise color selection, please rely on the color option name instead of solely depending on a photo. Sometimes, some items may not have a photo or the photo may not be accurately linked. At Jibbijug, we will dispatch your order based on the product option name and not the photo. Please read and verify your order details carefully during checkout.

FULL PRICE ITEMS

Items purchased at full price that meet the JIBBIJUG terms and conditions may be returned for a refund, credit, or exchange. Please follow the steps outlined below.

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REFUND POLICY

Please choose your items carefully when ordering, as we do not offer refunds, credits, or exchanges for change of mind or incorrect orders. We thoroughly check all jugs before sending them to you.

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• We do not offer refunds if you do not like the jug or spout after using it, or if you find it unsuitable afterwards.

• We do not offer refunds based solely on information provided by a friend or barista regarding the jug being faulty or Crooked. It's possible that they may not have a complete understanding of our product design or our policies prior to making assumptions. Therefore, we urge our customers to refer to our product information and policies before making any claims.

• Please use this Paper Metric Scale to check the alignment quality, and do not rely solely on the naked eye or your own methods.

• We will not offer refunds for any alignment or scratches issues that occur after usage. Please check carefully before using the jug for the first time.

• If something is not right, please report your issue to jibbijug@gmail.com within *3 working days of receiving your items (*based on DHL tracking) with an unused condition video or photo of the item as it arrived!

• You are entitled to a refund or replacement if:

  • ​The item is faulty or damaged before use.

  • You were sent the wrong item or size.

• You are NOT entitled to a refund or exchange because:

  • You have already used the jug or made a complaint after 3 working days of receiving it.

  • You have changed your mind.

  • You found the product cheaper at another store.

  • You do not like it.

  • You bought the wrong size.

  • The product has a fault that you were aware of before you bought it. This includes cases where the fault was listed in the description.

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We are happy to provide a refund for a purchased item(s) if it meets any of the following conditions:

• It is physically faulty or damaged in some way (such as leaks or dents).

• The wrong item was shipped or it doesn't match the description and/or images of the product.

• The item was out of stock or unavailable at the time the order was placed.

• The item was damaged during shipping.

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If you receive faulty or damaged Products upon delivery, you must provide photographic evidence of the issue within 3 days of receiving the product. If you fail to do so, your claim may be denied. Please also be advised that sending an email without any accompanying video or photo will not be considered valid documentation.

However, please note that the following issues do not qualify for a refund:

• Factory material marks (scratches and small dents) are cosmetic and do not affect the functionality of the jug.

• Heat marks may appear during the welding process, but they do not affect the usage of the jug.

• Color marks (light haze or fine scratches) may appear during the coating process, but they do not affect the appearance or usage of the jug.

• Tolerances for alignment of the spout, handle, and other parts of the jug are within 2mm, as this is typical for all stainless steel materials (as determined by QC from Paper Matrix Scale; we are not able to accept visual measurements with the naked eye or with a ruler).

• Teflon coating may peel or scratch due to use or interaction with other utensils or heat. 

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SALE ITEMS

Please consider sale purchases carefully, as we do not offer refunds, credits, or exchanges for a change of mind or mistakenly ordered sale items.

• All sale items purchases are considered a final sale and will not be eligible for a return, exchange, or change of mind unless deemed faulty by the company and returned within 7 days of the purchase date.

• By purchasing a sale item, you agree that the item cannot be returned. This offer may not be combined with any other promotions.

• Stock availability may be affected by supplier delays. Therefore, we cannot guarantee availability at all times.

• You acknowledge and agree that from time to time, certain Goods may be out of stock or unavailable.

• JIBBIJUG reserves the right to withdraw or suspend from sale any Goods displayed in any Publication, either temporarily or permanently, at any time, without notice to you.

• We may also cancel an Order at any time before the delivery where (without limitation).

All sale sets are final, and they cannot be replaced or exchanged with other options. We will only ship all items according to our lists.

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FREE GIFTS

Stock availability may be affected by supplier delays. Therefore, we cannot guarantee availability at all times.

• You acknowledge and agree that from time to time, certain Gifts we offer for free may be out of stock or unavailable.

• JIBBIJUG reserves the right to withdraw, suspend, or replace any Gifts displayed in any Publication, either temporarily or permanently, at any time without notice to you. In most cases, we will replace them with other free gifts available at the time.

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As an online retailer, JIBBIJUG does not have physical retail stores for returning faulty products. Therefore, it is crucial to provide our team with extensive information, including photos and videos, to promptly diagnose the product fault and resolve the issue. The following steps outline the process for returning a faulty product.

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RETURNS POLICY​

• If you choose to return the goods to us, the return shipping cost will be at your own expense, as all jugs have been carefully inspected for quality before shipping. Please note that a tolerance of 1-2mm is acceptable for spout and handle alignment or color coating issues.

• If your parcel is returned to us due to reasons such as being unclaimed, denied due to customs charges, incomplete/insufficient address, undeliverable as addressed, or prohibited import/denied entry by customs, etc., the shipping fees will not be reimbursed unless there is a fault or damage to the item during shipping.

• Please note that we do not refund the cost of postage, and shipping costs are non-refundable. If you receive a refund, the cost of shipping $60 USD (UPS) per one jug (500g) will be deducted from your refund.

• By ordering with JIBBIJUG, you agree and acknowledge these terms and conditions.

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Please note that we do not refund the cost of postage, and shipping costs are non-refundable. If a refund is issued, a deduction of 60 USD per jug will be made to cover the cost of return shipping. We highly recommend using a tracked and insured postage service, as we will not accept or compensate for items that are lost or damaged during transit.

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We would like to bring to your attention that our jugs are crafted from stainless steel, which possesses its natural tenacity and varying thicknesses. As such, there is a potential for the steel to undergo deformation over time or due to misuse, such as dropping the jug with force. However, We guarantee that our Jibbi Jug is free of faults and has been designed to endure for years under normal usage conditions.

Therefore, we regret to inform you that we will not be able to accept any complaints about the alignment or spout shape or colour issue after three days from the date of delivery.

However, should the handle detach within two years from the date of purchase, we offer a repair service.

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For exchanges or returns

• Please notify us by email or phone. We will respond with all the necessary information. If an item is damaged during transit or we accept your exchange request, we will allow for an exchange or credit note refund.

• To be eligible, items must show no signs of use or damage and must be returned with the original packaging. Failure to comply will result in voiding the warranty.

• We do not cover the shipping cost for refunds or exchanges. As the prices include shipping cost, the refund amount will be deducted from the total.

• We will happily exchange or provide a credit note for items that are returned unused and complete in their original packaging within 14 days of purchase, accompanied by the original sales receipt.

• Customers are responsible for the cost of return postage. We advise retaining the postal receipt until we have confirmed receipt of the returned parcel.

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Instructions for international returns:

If you purchased an item from www.jibbijug.com, you are eligible for an international return. However, if you bought it through www.jibbijug.com.au, this option does not apply.

1. To initiate a return, send a request within 14 days of receiving the item, including your full name, order details, and the product you wish to return.

2. The item must be unopened and unused, with all original packaging and contents intact.

3. Use a secure and insured postage service to return the item.

4. Send the item to the following address:

JIBBI LITTLE

1205/83 Harbour Street

Haymarket, NSW 2000, Australia

Email: jibbijug@gmail.com

Phone: +61 (0)426265492

   5. After returning the item, send us the postage tracking number.

After receiving the returned item, you can choose to receive a refund of the purchase price (excluding shipping costs) or exchange it for a different item by paying any price differences and the cost to redeliver. However, if an item is found to be opened, used, or damaged, it will not be eligible for a refund or exchange, and we will return it to you at your expense.

Refunds:

• Refunds will be issued once we receive the returned item and it meets our conditions and policies. However, please note that there will be a service fee of 3.5% deducted from the refund, as we can no longer recover Stripe/PayPal's fees from the original transaction.

• Refunds may take up to 5 business days to process. The original payment method will be refunded in full (excluding shipping costs) for the value of the item(s) for which the refund has been approved.

• Please allow up to 3 business days for the refunded funds to appear in your account.

• If you have any questions about our policy, get in touch with our customer service team by emailing us at jibbijug@gmail.com or calling us at +61 (0)426265492.

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Should you receive a jug and not be 100% happy with it, please contact us immediately, and we will do our best to resolve the problem.

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