Refund policy

 

Effective Date: 1^st March 2026
Business Name: Jowat Universal Adhesives Australia Pty Ltd
Website: www.jowat.com.au
ABN: 26 159 883 833

1. Overview

At Jowat Universal Adhesives Australia Pty Ltd, we are committed to supplying high-quality industrial adhesive products.
This Return & Refund Policy outlines your rights and our obligations under the Australian Consumer Law (ACL)
and applies to all products purchased via our Shopify online store.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

2. Change of Mind Returns

Due to the technical and industrial nature of our products:

• We do not accept returns for change of mind.
• Orders cannot be cancelled once dispatched.
• Customers are responsible for ensuring products are suitable for their intended application prior to purchase.

If you are unsure about product suitability, we strongly recommend contacting our technical team prior to ordering.

3. Faulty, Damaged or Incorrect Products

You are entitled to a remedy if a product:

• Is faulty or defective
• Is not of acceptable quality
• Is not fit for its intended purpose
• Does not match its description
• Was supplied incorrectly

If you believe your product falls into one of these categories:

1. Notify us within 7 days of delivery.
2. Provide:
   • Order number
   • Description of issue
   • Photos of product and packaging
   • Batch number (if applicable)

We may request the product be returned for inspection before determining the appropriate remedy.

4. Remedies Under Australian Consumer Law

If a product is confirmed to have a major failure, you are entitled to:

• A replacement, or
• A refund, or
• Compensation for any reasonably foreseeable loss

If the issue is considered a minor failure, we may:

• Repair the product
• Replace the product
• Provide a refund

5. Non-Returnable Products

For safety, compliance and product integrity reasons, we cannot accept returns for:

• Opened adhesive containers
• Used or partially used products
• Custom-made or special-order products
• Products stored incorrectly after delivery
• Products returned outside recommended storage conditions

Adhesive performance can be affected by storage temperature and handling.
Chain-of-custody and storage compliance may be assessed before approving a claim.

6. Return Process

Approved returns must:

• Be authorised in writing by our team
• Be returned in original packaging
• Be securely packed to prevent leakage or damage
• Include proof of purchase

Return shipping costs:

• If the product is faulty – We cover reasonable return shipping costs.
• If the return is approved for another reason – Customer covers shipping.

7. Refund Processing

Once a return is inspected and approved:

• Refunds will be processed to the original payment method.
• Processing time: 5–10 business days.
• Shipping charges are non-refundable unless required under ACL.

8. Limitation of Liability

To the extent permitted by law:

• We are not liable for indirect or consequential loss.
• Technical advice provided does not replace customer suitability testing.
• Customers are responsible for ensuring correct application and compatibility with substrates.

9. Contact Details

Returns & Technical Support
Jowat Universal Adhesives Australia Pty Ltd
Email: info@jowatpacific.com
Phone: +61(0) 2 96053477
Address: 2/12 Kerr Road Ingleburn NSW 2565