Return and Refund Policy

Thanks for shopping at Janome Direct.

If you are not entirely satisfied with your purchase, we’re here to help.

Returns

For change of mind, you have 90 calendar days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same original condition that you received it.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable.

To organise for your return, please follow the steps below:

  1. Contact one of our friendly team to receive your returns form.
  2. Along with the completed returns form, place your returned item/order in a secure package (if you are returning a machine, we recommend wrapping the outer box with a plastic rubbish bag for additional security.
  3. Take your item/order to your local Australia Post, and ship it to the following address:
    Returns – Janome Direct
    1/37 Windorah St
    Stafford, QLD 4053
  4. When we receive your return, we will contact you and organise your refund.

Warranty Returns

Should a warranty return be deemed necessary by Janome Direct, (within the warranty period of the item), Janome Direct will organise to the return of the item and will either repair or replace (at Janome Direct’s discretion) the item, and the return postage back at no cost to you.

To organise for your return, please follow the steps below:

  1. Contact one of our friendly team to receive your returns form.
  2. Along with the completed returns form, place your returned item/order in a secure package (if you are returning a machine, we recommend wrapping the outer box with a plastic rubbish bag for additional security.
  3. Take your item/order to your local Australia Post along with the free warranty returns label, and ship it to the following address:
    Warranty – Janome Direct
    1/37 Windorah St
    Stafford, QLD 4053
  4. When we receive your warranty return, one of our technicians will investigate the issue and organise a repair or replacement.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Contact Us

If you have any questions on how to return your item to us, contact us.