JB Hi-Fi

refund policy – how to claim your money back

JB Hi-Fi offers refunds in line with Australian Consumer Law for faulty products and provides a generous 30-day change-of-mind return policy for unopened goods.

Major faults entitle you to a refund or replacement, while minor faults may be repaired. You’ll need proof the issue wasn’t caused by misuse.

Change-of-mind returns apply to unopened personal purchases. Used or opened items, especially hygiene products like headphones, are excluded. Some items like opened software or activated digital cards also can't be returned unless faulty.

Always bring proof of purchase. If you’ve lost your receipt, JB may be able to help retrieve it via your payment details.

1. Gather Proof – Grab your receipt or invoice and repack your item with all accessories.
   
   
2. In-Store Returns – Visit any JB store with your item. If you purchased online, contact JB support via the website.
   
   
3. Assessment – Staff inspect the item. Faulty goods may be tested or sent for manufacturer evaluation.
   
   
4. Return Shipping – For online orders, JB may provide a return label. Faulty returns usually have free return shipping.
   
   
5. Refund Issued – Once approved, refunds are processed to your original payment method and confirmed by email.
   

• In-store refunds are often processed on the spot, though bank transfers can take 2–5 business days.
  
  
• Online returns may take 2–7 days from the time JB confirms receipt.
  
  
• Refunds to gift cards are usually issued as a new digital card within 1–2 days.
  
  
• Marketplace orders may take longer, as the refund must be coordinated with the third-party seller.
  

• Card purchases → Refunded to the same card.
  
  
• Cash purchases → Refunded in cash (in-store) or via bank transfer for large sums.
  
  
• Gift card payments → Refunded as a new digital gift card.
  
  
• Mixed payments → Refunded proportionally across payment types.
  
  
• Store credit → Rarely offered, but available in specific cases like closed bank accounts.
  

• Lost receipt: No refund without proof. Contact JB to retrieve your purchase history.
  
  
• Opened items: Returns denied if packaging is unsealed (especially for phones, earbuds, or software).
  
  
• Expired timeframe: Change-of-mind returns are only accepted within 30 days.
  
  
• Incorrect staff refusals: Occasionally, refunds for faulty products are denied in error. Ask to speak with a manager or reference your rights under ACL.
  
  
• Online delays: Mailed returns can take longer to process, especially without tracking.