Refund/Exchange Policy

Newcastle Jets Store Refund & Exchange Policy

By purchasing an item in-store or online via the official Newcastle Jets store (each a Store and together, the Stores), you agree to be bound by this Refund and Exchange Policy.

“We”, “us” or “our” refers to Newcastle Jets.
“You” or “your” refers to the purchaser or recipient of an item from our Store(s).

1. Change of Mind

We do not offer refunds for change of mind, including on any personalised items.

For full-priced items, a store credit or exchange may be offered for change of mind, subject to the conditions outlined in Section 2.

2. Refunds, Store Credits & Exchanges

a. Eligibility

We will consider requests for refunds, store credits, or exchanges under the following circumstances:

  • The product differs from its description
  • The item does not fit
  • You received or ordered an incorrect item
  • The item was damaged through no fault of your own
  • The item is faulty or of unacceptable quality

To be eligible, items must:

  • Be unworn, unwashed, and unused
  • Be in original condition with all tags attached and packaging where applicable
  • Be returned within 60 days of purchase (in-store) or delivery (online)
  • Be accompanied by valid proof of purchase

b. In-Store Purchases

For items purchased in-store, refunds, store credits, or exchanges can be processed by visiting the Store and speaking with a member of our team.

Note: If requesting an exchange, we recommend contacting the Store in advance to confirm stock availability.

c. Online Purchases

  • Online purchases may be returned in-store or via post
  • Customers are responsible for return postage costs, except where the item is faulty, damaged, or incorrectly supplied
  • For faulty, damaged, or incorrect items, we may arrange return postage or reimburse costs upon receipt of proof

When returning items by post:

  • Ensure both sender and return addresses are clearly displayed
  • Allow up to 10 business days from delivery for processing
  • Processing times may increase during peak sale or promotional periods
  • If requesting an exchange, clearly note the desired size/style on the return form

3. Personalised Items

All personalised items (including heat-pressed names and numbers) are non-refundable and non-exchangeable.

It is the customer’s responsibility to ensure all personalisation details are correct at the time of purchase, including spelling, font, colours, and numbers. Newcastle Jets will not be responsible for errors submitted by the customer.

4. Sale Items

Sale items are not eligible for refunds.

They may be exchanged for:

  • An item of equal or greater value, or
  • A store credit to the value paid

All sale purchases are final unless the item is faulty or has a major defect, in which case you are entitled to a refund or exchange in accordance with Australian Consumer Law.

5. Click & Collect Orders

Orders selected for Click & Collect must be collected within 60 days of purchase.

If an order is not collected within this timeframe:

  • We will attempt to contact you using the details provided
  • If no arrangement is made, the order will be considered abandoned
  • No refund will be issued for uncollected orders after this period

6. Consumer Guarantees

This Policy operates in accordance with your rights under the Australian Consumer Law, which cannot be excluded.

You may be entitled to a refund, exchange, or compensation if a product:

  • Is faulty or not of acceptable quality
  • Is not fit for purpose
  • Does not match its description or sample

If a product has a major fault, you are entitled to a full refund or replacement.

Items returned under consumer guarantees must be accompanied by proof of purchase and returned within a reasonable timeframe.

Last Updated: October 2025