Refund policy
Last updated: May 2026
We want you to feel confident purchasing from JNA Ingredient Co. Due to the nature of cosmetic raw materials and formulation ingredients, returns and refunds are handled carefully to protect product integrity and customer safety.
At JNA Ingredient Co., we want you to feel confident purchasing from us. Because many of our products are cosmetic-grade raw materials intended for formulation, manufacturing, and professional use, returns and refunds are handled carefully to protect product quality, safety, and integrity.
If you are unsure whether a product is suitable for your intended application, we encourage you to contact us before placing your order. We are always happy to help where we can.
CHANGE OF MIND
Due to the nature of cosmetic raw materials, formulation ingredients, and bulk-packed products, we are generally unable to accept returns or exchanges for:
- Change of mind
- Incorrect product selection
- Ordering errors
- Products no longer required
once an order has been dispatched.
Many products supplied by JNA Ingredient Co. are packed specifically for formulation and manufacturing use, and for quality, hygiene, and product integrity reasons, returned items may not be suitable for resale.
We encourage customers to carefully review:
- Product descriptions
- Recommended use information
- Pack sizes
- Solubility and formulation suitability
- Safety and handling information
before placing an order.
DAMAGED, INCORRECT OR FAULTY PRODUCTS
If your order arrives damaged, incorrect, or appears faulty, please contact us within 7 days of delivery at:
info@jnacollective.com.au
Please include:
- Your order number
- A description of the issue
- Clear photographs where applicable
We will review the issue and work with you to provide an appropriate resolution in accordance with Australian Consumer Law. Depending on the circumstances, this may include:
- Replacement product
- Store credit
- Refund
- Another suitable resolution
PRODUCT USE & FORMULATION RESPONSIBILITY
Products supplied by JNA Ingredient Co. are intended for cosmetic, formulation, manufacturing, soapmaking, research, educational, or professional purposes only unless explicitly stated otherwise.
Customers are responsible for:
- Assessing product suitability for their intended use
- Conducting appropriate formulation, compatibility, stability, and safety testing
- Reviewing relevant documentation including SDS and technical information
- Ensuring compliance with applicable regulations and labeling requirements
Because formulation outcomes can vary significantly depending on ingredient combinations, processing methods, storage conditions, and usage rates, we are unable to offer refunds for:
- Failed formulations
- Ingredient incompatibility
- Stability issues
- Texture, scent, colour, or performance expectations
- Customer formulation errors
- Regulatory outcomes relating to customer-developed product
Information provided on this website, including formulation guides and educational content, is provided for general informational purposes only and should not be considered medical, therapeutic, or regulatory advice.
APPROVED RETURNS
Where a return is approved, items must:
- Be unused and unopened
- Be returned in original packaging
- Be returned in resalable condition
- Be returned within the timeframe provided by us
Customers are responsible for return shipping costs unless the return relates to a damaged, incorrect, or faulty item.
Original shipping charges are generally non-refundable unless required under Australian Consumer Law.
AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.
Customers may be entitled to a replacement, refund, repair, or compensation where products fail to meet consumer guarantees under applicable law.
CONTACT
For returns or refund enquiries, please contact:
JNA Ingredient Co.
A trading name of JNA Collective Co. Pty Ltd
ABN 24 446 372 314
Brisbane, Queensland, Australia
info@jnacollective.com.au