Refund & Returns Policy
Business Name: Juanderous
Last Updated: 7 August 2026
Juanderous is committed to providing high-quality products and excellent customer service.
This Refund & Returns Policy operates in accordance with the Australian Consumer Law (ACL) and outlines your rights and our obligations regarding purchases made through the Juanderous website.
1. Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.
Where required by law, customers are entitled to a repair, replacement, or refund if a product has a major fault or does not meet the consumer guarantees under the Australian Consumer Law.
2. Change of Mind
Juanderous does not offer refunds or exchanges for change of mind.
Please choose carefully before placing your order.
This includes situations where you:
- Change your mind after purchasing.
- Order the wrong product.
- Decide you no longer want the item.
- Purchase the item as a gift and the recipient no longer wants it.
3. Damaged, Faulty or Incorrect Items
If your order arrives:
- Damaged during transit;
- Faulty or defective;
- Significantly different from its description; or
- You receive the incorrect item,
please contact Juanderous within 7 days of receiving your order.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs showing the damage or fault.
- Photographs of the packaging if the damage occurred during shipping.
Each claim will be assessed individually.
Where appropriate, Juanderous will provide a repair, replacement, or refund in accordance with Australian Consumer Law.
4. Returning Products
If a return is approved, customers will be provided with return instructions.
Products must be returned in their original condition wherever reasonably possible.
Returns should not be sent until authorised by Juanderous.
5. Return Shipping Costs
Where a return is required because a product is faulty, damaged, or incorrect, Juanderous will work with the customer to determine the most appropriate return method.
Where required under Australian Consumer Law, reasonable return shipping costs will be reimbursed.
If a return is requested for any reason not covered by Australian Consumer Law, any shipping costs incurred are the responsibility of the customer.
6. Digital Products and Personalised Services
Due to the nature of personalised services and digital products, refunds are generally not available once:
- A counselling or reading session has commenced.
- A personalised report has been prepared.
- A digital product has been downloaded or delivered.
This does not affect any rights you may have under Australian Consumer Law.
7. International Orders
International orders may be subject to customs duties, taxes, VAT, GST, tariffs, brokerage fees, or other import charges imposed by the destination country.
Where applicable, customs duties, taxes, tariffs, brokerage fees, or other import charges may either be payable by the customer or prepaid by Juanderous and included in the purchase price.
Customers are responsible for ensuring they understand any import requirements applicable in their country before placing an order.
Refunds will not be provided where a customer refuses to pay any applicable customs duties, taxes, tariffs, brokerage fees, or other import charges that remain the customer’s responsibility.
If an international parcel is returned to Juanderous due to unpaid import charges, refusal of delivery, or failure to comply with local customs requirements, any return shipping costs, customs charges, carrier fees, or other expenses incurred may be deducted from any eligible refund.
8. Refund Processing
Where a refund is approved, it will be processed using the original payment method wherever possible.
Please allow 5–10 business days for the refund to appear, depending on your financial institution or payment provider.
9. Contact Information
If you have any questions regarding returns or refunds, please contact:
Juanita Serrano
Juanderous
Website: www.juanderous.com.au
Email: admin@juanderous.com.au
Phone: +61 415 619 773
Victoria, Australia
10. Changes to This Refund & Returns Policy
Juanderous reserves the right to update or amend this Refund & Returns Policy at any time to reflect changes in business operations, products, services, legal requirements, or website functionality.
Any changes become effective once published on the Juanderous website. The most current version will always be available on the Juanderous website and will display the latest revision date.