Refund policy.

Last updated: 11 November 2026

Thank you for shopping at J.N & CO. Every piece is made by hand, and we want you to be happy with yours. This policy explains when you can cancel, return or exchange an order and how refunds are paid.

1. Change-of-mind cancellations

• Before payment, you can cancel from your order page. Nothing is charged.
• For a paid pre-order or custom order, you can cancel for a full refund before crafting starts or we buy materials specifically for your order. For a paid ready-made order, use your order page to cancel for a full refund before it is ready for dispatch. Mixed orders are reviewed once we start crafting or buy materials for a handmade piece in the order.
• Once crafting starts or we buy materials specifically for your order, we review change-of-mind cancellation requests. If we accept one, we explain any documented, unrecoverable materials and labour costs we deduct and refund any remaining balance. We review completed or dispatched orders individually.

If we cannot fulfil a paid order, we issue a full refund. If your order is materially delayed or goes missing, contact us for help and any remedy available under applicable law.

2. Change-of-mind returns and exchanges

For ready-made pieces delivered in Sri Lanka or Australia, contact us with your order number within 7 days of delivery. Once we send return instructions, post the piece within another 7 days and keep your proof of postage. We honour any longer request window offered when you bought the piece.

The piece must be unworn, unwashed, unaltered and in its original condition and packaging. You pay return postage and we refund the price of the returned piece, excluding original delivery. Exchanges depend on stock. Made-to-order and custom pieces are excluded from voluntary returns.

3. Faulty, damaged or incorrect pieces

Contact us if a piece is faulty, damaged, incorrect or materially different from its description, including if a fault develops after delivery. Please share proof of purchase and a description of the problem. Photos help if available. Statutory remedies also cover made-to-order and custom pieces. The voluntary return deadline and packaging requirements do not apply to statutory claims.

For Australian orders, consumer guarantees under the Australian Consumer Law apply. For a major failure, you can generally choose a refund or replacement, or keep the piece and seek compensation for its reduced value. For a minor failure, we can generally fix it free of charge within a reasonable time. If we do not, further remedies may be available. You may also be entitled to compensation for reasonably foreseeable loss caused by a failure to meet a consumer guarantee.

For Sri Lankan orders, your rights under the Consumer Affairs Authority Act and other applicable law apply. We will assess the issue and arrange the applicable remedy. We cover reasonable return postage for confirmed faulty, damaged or incorrect goods in both markets. When we refund the full order for such an issue, we include original delivery.

4. How and when refunds are paid

For a voluntary return, we aim to inspect it and tell you the outcome within seven working days of receipt. We aim to issue refunds within seven working days of confirming the refund is due, or sooner where required by law. Your provider may take additional time to post it. Your order page shows the refund status.

We refund through the original payment method unless you agree to another method and the law allows it. If we offer a bank transfer for a partial card refund, we ask for your agreement and explain how to provide the necessary account details.

5. Contact and complaints

Questions about a return or refund: support@jncocreation.com, or +94702158531. Please include your order number. See our complaint options if we cannot resolve the issue.

See also our terms and conditions, delivery information and privacy policy.