David Jones offers a fairly generous 60-days change of mind return policy. You can even return discounted products and they might be able to help if you have lost the receipt.
The David Jones return policy
Being one of the largest department stores in Australia, David Jones is obligated to comply with the Australian Consumer Law (ACL).
The ACL requires companies to compensate the customer for faulty products or services:
- In case of a major failure, the customer can choose a full refund, a replacement product, or a repair.
- In case of a minor failure, the store will determine the appropriate way to compensate the customer.
To claim a refund, exchange, or repair on a faulty product, you’ll need to provide proof of purchase, which is ideally the receipt.
Returns without a receipt
David Jones only accepts returns on products that you bought from them – either from a store or via their website. To prove that, you are going to need proof of purchase.
More often than not, the perfect proof of your purchase is the original receipt. David Jones won’t accept photocopies.
However, if you have lost the receipt you still have other options:
- original return/exchange receipt
- proof of purchase included with online purchases
- card statements for David Jones Storecard, David Jones American Express Card, and David Jones American Express Platinum Card
The above guidelines apply to faulty products through no fault of the customer and all Australian retailers must comply.
However, David Jones offers more than that:
David Jones’ “change of mind” policy
David Jones offers a 60 days “change of mind” returns on many of its products as long as the following conditions are met:
- you need the original receipt or some other form of proof of purchase (see above)
- the item must be in a re-saleable condition (original packaging, seals, tags, accessories, etc. must be present, the item must not be worn/used)
- gift cards, bonuses, and items attached to your purchase must also be returned
- the item is not on the list of “Special Exceptions”
30 days change of mind
On certain products, David Jones offers only a 30 days “change of mind” return period, instead of the default 60 days.
The list includes most designer products and boutique brands. On top of that such products must be returned to a store where there is a dedicated boutique for assessment.
Can you do a “change of mind” return without the receipt?
You might still get a refund even if you don’t have the receipt or other proof of purchase.
Just walk into a David Jones store and tell a store employee what you are up to. They will try to verify that the item was indeed purchased from David Jones and might ask you for some sort of an ID.
You might or might not get a refund or credits on a David Jones Returns Card.
What items cannot be returned?
Certain products are excluded from the David Jones “change of mind” return policy. As a rule of thumb, don’t expect refunds for these product categories:
- hygiene products
- products that were customized, personalized, or altered
- furniture, curtains
- mattresses, pillows
You might want to contact David Jones before returning a product to avoid any confusion.
Can you return clearance/discounted products?
Yes. David Jones states on their website “both full-price and sale items can be returned”, so you have 30/60 days to return an item, depending on the product.
Most retailers have more strict return policies on such discounted products, so David Jones is being fairly generous here.
Please note this applies to the “change of mind” returns only, the return of faulty products still must comply with the ACL.
How to return a product to David Jones?
You have two options to return a product to David Jones: via post or in-store.
In-store returns are simple and free, just walk into any store with the item and proof of purchase and ask for a return.
Returns via mail are just slightly more complicated:
- If your parcel came with a packing slip, simply complete it. If there is no packing slip, you need to print and attach the confirmation email.
- Post the parcel. Please note that you’ll need to cover the cost (which preferably includes postage insurance).
Mail returns should be sent to this address:
David Jones Fulfilment Centre
Dock 8, Corner of Derby & Stubbs Streets
Silverwater NSW, 2128
Fragrance and other flammable goods cannot be returned via mail, only in-store.
Also please be aware that David Jones cannot offer exchanges on mail returns, only refunds.
What warranty does David Jones offer?
Like all Australian companies, David Jones complies with the Warranties and Consumer guarantees parts of the ACL.
The warranty applies to all faulty items unless they have been misused, overused, or the issue is caused by you in any other way.
There are two possible ways of handling warranty claims, depending on the nature of the problem:
- Major issues: in such cases, you can choose a full refund, exchange, or repair.
- Minor issues: in this case, David Jones can decide to repair or exchange the product.
Unlike most other retailers, David Jones doesn’t seem to offer any sort of paid extended warranty on their website. If you are looking for such a service, you might want to ask their customer service for details.
David Jones refund policy
According to the ACL, David Jones should offer you a full refund in case of a major failure in the product that was not caused by you. The company might send such a product to the manufacturer for an assessment.
In case of minor failures, you might not get a refund but are entitled to a repair or replacement product.
This refund policy is governed by the ACL and applies to all retailers in Australia. However, David Jones offers more than that!
According to their 60 days returns policy, you can get a full refund on most products as long as they are in a re-saleable condition.
However, some items can only be returned for 30 days or cannot be returned at all. Please check out the “change of mind” policy section above for details.
How does David Jones issue a refund?
By default, David Jones issues a refund to your original payment method.
If you have used Membership Rewards Points or David Jones Gift Cards, refunds will be issued to your gift card, which you can use both online and in the store.
Refunds might also be issued to a David Jones Returns Card, e.g. when returning a product without proof of purchase.
How long does it take to get a refund?
According to David Jones, refunds are processed within 1-2 business days but sometimes might take up to 7 days.
David Jones exchange policy
Exchanges are very similar to refunds. In case of a major failure of the product, you can ask for an exchange. In case of minor issues, David Jones might decide to repair the product.