Refund policy

This returns policy applies to all products sold by Tradepem Industrial Pty Ltd ABN [91 068 678 599] trading as Jamec Pem.

Online Limited Warranty Returns Process

Tradepem Industrial Pty Ltd ABN [91 068 678 599] trading as Jamec Pem products come with the Limited Warranty against defects located at 71 Charles Ulm Place, Eagle Farm QLD 4009. The warranty period for this Limited Warranty differs between products. Unless individual packaging for a product states otherwise, the warranty period for the Limited Warranty is 12 months. For more information on our Limited Warranty, including how to claim it, see the Warranty Policy.

General Returns Process – Consumer Guarantees: How to make a claim

We acknowledge that our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The rights you have in this document are in addition to the statutory rights you have at law.

If you believe you are entitled to a remedy where your product does not meet the consumer guarantees under the Australian Consumer Law, you may make a claim by following the below process:

  1. Contact Jamec Pem or our authorised reseller with your details, a description of the problem and some photos of the issue, or simply return the product to the store you purchased it from. We or our authorised reseller may require a proof of purchase.
  2. Depending on the nature and significance of the problem, we will be able to advise the next course of action to rectify the issue and provide you with a remedy. Typically, if the fault is confirmed we'll repair the item, replace it with a new or equivalent model, or refund you if a repair or replacement isn't reasonable. In most cases we can diagnose the issue from your photos or through a visual inspection, but we may ask you for further information or to send the item to us for further inspection.
  3. Please note that if we inspect the product and it is found not to be defective, we reserve the right to request payment for the shipping fees to return the item to you.

Damaged in Transit

If a product arrives and is found to be damaged within 48 hours of delivery, and Jamec Pem is notified within this time frame, Jamec Pem will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue. In this instance take photos of the damages to the carton and product as Jamec Pem may request to see these upon being notified.

Online Change of Mind Policy

Depending on the products you have purchased from us, you may return your products to Jamec Pem for a refund if you change your mind about your purchase. However, please note that:

  • We generally charge a $30 administration fee for change of mind returns, which will be deducted from the refund amount.
  • Some products are not eligible for a change of mind refund (see Goods which a change of mind is not available).
  • Eligible goods must be returned in an unused condition within 14 days of delivery.
  • All associated freight costs for change of mind returns are at the customer's expense.
  • In all instances where the customer is responsible for return shipping costs, they must organise their own shipping arrangements to the Jamec Pem Warehouse address. Jamec Pem recommends that you obtain proof of postage to track your return as Jamec Pem cannot accept responsibility for items lost in transit.

For change of mind returns, Jamec Pem must be contacted prior to a return being sent back. Failure to adhere to these instructions may result in delays processing your return or additional costs. Please note initial delivery charges due to change of mind are non-refundable.

Change of Mind Returns – Step by Step

  1. Contact Jamec Pem for detailed return instructions. You must provide your original order number or proof of purchase.
  2. Repackage the item/s securely and label the package clearly with your original order number. Address all returns to:

    Attn: Customer Service – Returns
    71 Charles Ulm Place, Eagle Farm, QLD 4009

    Note: Jamec Pem takes no responsibility for items damaged or lost in transit and will decline a refund if the item arrives damaged or is lost in transit.
  3. Send your item/s and forward the tracking details to Jamec Pem.
  4. Jamec Pem will receive and inspect the product/s.
  5. Upon confirmation that the item/s are in saleable condition, Jamec Pem will issue a refund.

Goods Not Eligible for Change of Mind Returns

  • Oil Bottles
  • Items not in original unopened packaging
  • Clearance items
  • Pre-filled gas canisters

Refund Processing

  • Refunds are processed within 5 business days of being approved.
  • Refunds are returned via the original payment method (e.g. PayPal back to PayPal, Mastercard back to Mastercard). Depending on your financial institution, it may take a further 4–5 business days for funds to appear in your account.
  • Refunds will not be issued until we can confirm that the goods have been received by us.