Return & Refund Policy
Last Updated: June 2026
At Jason & Lisa Sydney, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help. Please review our Return & Refund Policy carefully before submitting a return request.
For any questions regarding your order, please contact our customer support team first at:
1. Our Fulfillment Process
To reduce waste and operate more sustainably, Jason & Lisa Sydney works with a global fulfillment network.
Many of our products are shipped directly from carefully selected fulfillment partners and suppliers. This allows us to offer high-quality products while reducing unnecessary warehousing and environmental impact.
If a return is approved, customers will receive the designated return location and instructions from our support team. Please do not send any items back without prior authorization.
2. Return Eligibility & Request Period
You may request a return within 14 days of receiving your order.
To initiate a return request, please email:
Your request should include:
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Full name
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Order number
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Reason for the return
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Photos if the item is damaged, defective, or incorrect
Returns can only be requested after the item has been delivered and received by the customer.
Once approved, we will provide detailed return instructions.
3. Return Conditions
To be eligible for a return, items must:
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Be unused and unworn
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Be unwashed
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Be free from stains, odors, or damage
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Be returned in their original condition
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Include all original tags, labels, and packaging
Items may be tried on for sizing purposes but must not show signs of wear.
The following items may not be eligible for return:
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Sale or clearance items unless defective
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Gift cards
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Personal-use items where hygiene regulations apply
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Products that have been used, washed, altered, or damaged after delivery
Jason & Lisa Sydney reserves the right to reject returns that do not meet these conditions.
4. Return Shipping & Costs
Unless an item arrives damaged, defective, or incorrect, return shipping costs are the responsibility of the customer.
Customers are responsible for:
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Return shipping fees
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International shipping costs where applicable
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Any customs or import-related charges
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Ensuring the item is safely packaged for return
We strongly recommend using a tracked shipping service, as we cannot process returns that are lost in transit without valid proof of shipment.
5. Alternative Resolution Options
Before returning an item, we encourage customers to contact our support team.
Because international returns can sometimes be costly and time-consuming, we may be able to offer an alternative solution, including:
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A partial refund
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Store credit
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A replacement item
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A discount on a future purchase
Our goal is always to find a fair and satisfactory solution for both the customer and our business.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 14 days of delivery.
Your email must include:
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Your order number
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A detailed description of the issue
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Clear photographs showing the problem
Please send all information to:
Once reviewed, our team will work quickly to provide an appropriate resolution, which may include a replacement, store credit, partial refund, or full refund where applicable.
7. Refund Process
Refunds are processed after the returned item has been received and inspected.
If your return is approved:
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The refund will be issued to your original payment method.
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Refund processing may take up to 14 business days depending on your payment provider.
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Original shipping fees are generally non-refundable unless required by applicable consumer protection laws.
You will receive confirmation once your refund has been processed.
8. Order Changes & Cancellations
Because orders are processed quickly, requests for order changes or cancellations should be submitted as soon as possible after purchase.
Once an order has entered processing or fulfillment, cancellation may no longer be possible.
If you experience any issues with your order, please contact our support team before opening a payment dispute or chargeback. We are committed to resolving concerns quickly and fairly.
9. Delivery Responsibility
Customers are responsible for providing accurate shipping information during checkout.
Jason & Lisa Sydney cannot be held responsible for:
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Incorrect shipping information provided by the customer
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Delays caused by shipping carriers
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Delivery issues resulting from incomplete or inaccurate addresses
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Packages marked as successfully delivered by the carrier
If you notice an error in your shipping address, please contact us within 24 hours of placing your order:
We will do our best to assist before the order enters fulfillment.
10. Contact Information
Jason & Lisa Sydney
Customer Support Email:
info@jasonlisasydney.com
Business Hours:
MON – FRI: 09:00 AM – 06:00 PM
SAT – SUN: 10:00 AM – 05:00 PM
If you have any questions regarding returns, refunds, exchanges, or order issues, our support team is always happy to assist.