Jack’s of PNG Sales & Exchange Policy


Items ordered online must be directed to the online customer service team on email [email protected] requesting for a return. For a product to be returned under our Sales & Exchange Policy, that product must be in a saleable condition unless faulty or otherwise defective. Jack’s of PNG will exchange or refund online purchases if:

  • The exchange or refund is sought within 7 days of delivery;
  • The product is defective or damaged;
  • The product does not correspond to samples or descriptions given; and
  • Proof of purchases is required in order to get an exchange or refund.


  1. How to Return a Product

1.1. Items ordered online must be directed to the online customer service team on email online@jackspng.com requesting for a return.

1.2. The email needs to be accompanied by the order confirmation receipt and photographs of the item needed to be exchanged.

1.3. The customer service person will arrange the replacement item and confirm the collection or delivery method.

1.4. After confirmation of the order return by our online customer service team, the product delivery is to be addressed to:

Jack’s of PNG  Warehouse (+675 81199163)

Jacks Retail (PNG) Limited

Section 38 Lot 33, Steamships Compound, Waigani Drive

P.O. Box 255, Port Moresby, Papua New Guinea


Refunds will be credited against your original method of payment, e.g. to the credit card you used to make the purchase.


  1. Exchanges or Refunds

2.1. Jack’s of PNG will refund or exchange an item you have purchased from us provided the following conditions have been met:

2.1.1. The product must be returned within 7 days of purchase or delivery (if bought online) with the original receipt or proof of purchase;

2.1.2. The product must be in original unused condition as purchased with labels and tags attached;

2.1.3. The product has not been engraved, worn, altered, washed or resized;

2.1.4. The product has not been damaged whilst in the customer’s possession;

2.1.5. Normal wear and tear do not apply to exchange/ refunds; and

2.1.6. Damage caused by perfume, hairspray, chlorine, water or any other agent.

2.2. If we find that the product has not been returned to us in saleable condition, we reserve the right to refuse the exchange or refund.

2.3. For online returns, delivery fees will be at your cost unless your shipment was insured or we have provided an incorrect item(s) with reference to your confirmed order, refer to conditions set out in clause 4. below.

2.4. Refunds will be processed within 5 – 10 working days or depending on the processing time of the cardholder’s issuing bank.


  1. Restrictions and Exceptions

 3.1. Please choose carefully when purchasing the following products, as change of mind exchanges will not be provided:

  • Gift vouchers;
  • Cosmetics & Perfumes;
  • Jewelry/ Watches;
  • Underwear; and
  • Swimwear.


  1. Damaged or Lost Products

 4.1. Jack’s of PNG will not be responsible for any damage or loss of goods whilst in transit. If your shipment was insured and you wish to claim for loss or damage, please see our Delivery and Shipping for instructions on how to make an insurance claim.

  1. Warranties or Guarantees

 5.1 If you believe a product is faulty or damaged and is covered under warranty (within warranty period), it may be necessary for us to send your product to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the product, you may choose an exchange or repair if you have the following:

  • The original receipt or proof of purchase; and
  • The warranty or guarantee card for the product.

 5.2. Where an item is damaged through mishandling or abnormal use, we cannot provide an exchange or repair, whether the fault is identified by Jack’s of PNG, the manufacturer or their service agent.


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