Not sure if you can return your JB Hi-Fi purchase?
Can you return an item to JB Hi-Fi? Check eligibility first
Change of Mind: JB Hi-Fi offers a 30-day return window for most unused, unopened products in original condition. This is a goodwill policy, not a legal requirement. Commercial (business) purchases are excluded.
Media & Software: CDs, DVDs, and console games can be returned unopened within 90 days. PC software and digital codes are non-returnable unless faulty due to activation issues.
Headphones & Earphones: These can only be returned if completely sealed, due to hygiene reasons. Opened items are only returnable if faulty.
Gift Cards & Digital Products: Generally non-returnable unless there's a fault, like activation errors. In these cases, JB may assist directly or refer to the third-party provider.
Faulty or Damaged Items: Covered by Australian Consumer Law (ACL). You can return used items with faults at any time if they don’t meet acceptable quality standards. Proof of purchase and product assessment is required.
How to return an item to JB Hi-Fi
1. Check Eligibility & Locate Proof of Purchase: Ensure your item meets the criteria. Bring your receipt or download your invoice from your JB Hi-Fi account.
2. In-Store Returns: For most returns, visiting a JB Hi-Fi store is the quickest method. Staff will assess the item and issue a refund, replacement, or credit on the spot if eligible.
3. Online or Mail Returns: Use JB’s online portal or contact support to initiate a return request. Include order number and reason. JB will guide you through the process.
4. Courier Pick-up (Faulty Only): If your item is faulty and you can't visit a store, JB will organise free courier pickup and provide a prepaid label.
5. Follow Instructions: Whether in-store or via post, follow JB’s process. Use tracking for mail returns and retain receipts. JB will notify you about the outcome once they assess the item.
JB Hi-Fi return timeframes and item conditions
Standard Returns: 30 days for most items (must be unopened and unused). Open-box returns may be accepted at JB’s discretion and could incur restocking fees.
Extended Returns: 90 days for sealed media like CDs, DVDs, and console games.
Faulty Products: No time limit. Under ACL, items with defects can be returned beyond the warranty period, provided it’s within a “reasonable” timeframe (e.g. 6 months for a TV, 12 months for a laptop).
Bundled Items: Must be returned in full for a full refund. If you keep a bonus item, its value might be deducted from your refund.
Condition Expectations: All original accessories, manuals, and packaging should be included.
Who pays for JB Hi-Fi return shipping?
In-Store: No shipping cost. Recommended for fastest results.
Change of Mind by Post: You cover shipping. Original delivery fees are not refunded. A restocking fee (up to 20%) may apply for opened items.
Faulty Items: JB pays for return shipping via courier. You’ll get a prepaid label or scheduled pickup after raising a case online or by phone.
Shipping Tips: Pack items securely and use tracking. Until the product is received by JB Hi-Fi, the risk is yours.
JB Hi-Fi refunds after a return - how and when you’ll get your money back
Refund Method: Refunds go back to your original payment method - credit card, PayPal, or JB gift card.
Timeframes:
- In-store: Immediate refund on the spot.
- Online: Once JB receives and assesses the return, you’ll get a confirmation email and refund within a few days.
Partial Refunds: If you didn’t return all bundle components or the product was used, JB may deduct part of the refund.
Faulty Item Refunds: Full refund once a fault is verified. JB will also refund any reasonable return postage costs you paid, just ensure it’s pre-approved.
JB Hi-Fi cases submitted through Ajust
JB Hi-Fi wouldn’t accept my return because the box was opened-even though the product didn’t work out of the box. It felt unfair, like I was being punished for checking it. Ajust helped me push back and finally get them to take it back. - Natalie
I tried to return a faulty speaker to JB Hi-Fi but got bounced between staff and told to contact the manufacturer. It was exhausting. Ajust made it easy to show I was entitled to a return under consumer law. - Brian
JB Hi-Fi kept stalling my return request, saying they needed to "assess the damage" even though the product arrived broken. I was getting nowhere until Ajust stepped in. After that, I had my return sorted in a week. - Angela
I returned a device within the policy window but never got a confirmation or refund. JB Hi-Fi just kept saying they’d look into it. Ajust helped me raise a formal case and suddenly things moved. - Lucas
Customer experiences with JB Hi-Fi returns
Opened But Unused? Still Refunded: One customer returned an unboxed product, neatly repacked and was refunded in full, in-store, without issue.
Faulty? Fast Refunds or Fixes: A shopper returned a faulty laptop and was refunded in full. JB Hi-Fi staff assessed it in-store and resolved it swiftly.
Warranty Support Beyond 12 Months: A customer had their 18-month-old TV repaired under ACL - even outside JB’s voluntary warranty - thanks to a reasonable life-expectancy claim.
Official JB Hi-Fi Returns Resources & Links
- JB Hi-Fi Refunds & Warranties Policy – Full policy and consumer rights information.
- JB Hi-Fi Help & Support Centre – FAQs, live chat, and contact support.
- JB Hi-Fi Returns Form (Online) – Submit a faulty product return request.
JB Hi-Fi Return FAQs
Can I return an opened item to JB Hi-Fi?
JB Hi-Fi generally won’t accept opened items unless they’re faulty. Open-box returns are assessed case by case and may incur restocking fees. If you’ve used the product but kept it in pristine condition, you might still get a refund in-store depending on staff discretion-proof of purchase is essential.
What if my JB Hi-Fi product is faulty but out of warranty?
You can return faulty JB Hi-Fi items at any time under Australian Consumer Law, even beyond warranty. JB must assess the product and, if it fails quality standards, offer a remedy. For items like TVs or laptops, this “reasonable timeframe” could extend 6-12 months or longer, depending on the issue.
Who pays for return shipping to JB Hi-Fi?
If your return is due to a fault, JB Hi-Fi covers shipping costs via prepaid label or pickup. For change-of-mind returns, you’ll need to pay postage and original delivery charges aren’t refunded. Always use tracking and keep your receipts to avoid issues.
How long does a JB Hi-Fi refund take?
In-store refunds are immediate. Online returns are processed after assessment, usually within a few business days of receiving the item. Refunds go to your original payment method, and partial refunds may apply if not all items (like bundle components) are returned in full.
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.