Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To start a return, you can contact us at sales@jazjar.co.uk. If your return is accepted, we will provide you with instructions on how to return your goods and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Samples orders will not be accepted for returns.

You can always contact us for any return question at sales@jazjar.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

 

Your legal right to change your mind

For most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

 

When you can't change your mind.

You can't change your mind about an order for: products which are not returned in accordance with our returns policy, being in perfect, unused condition and within all original packaging; and goods which become mixed inseparably with other items after their delivery.

 

The deadline for changing your mind.

If you change your mind about a product you must let us know no later than 30 days after the day we deliver it. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

 

How to let us know.

To let us know you want to change your mind, contact our Customer Service Team: at sales@jazjar.co.uk, by post to JazJar, Unit 5, New Zealand Court, Kingsway Park Close, Derby, DE22 3FP. You must give us full details of the goods, the order number and the reason for return. You will then be given a returns number and return instructions which you must follow.

 

You have to return the product at your own cost.

You have to return your product to us within 30 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You must send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

 

We deduct a 10% handling and re-stocking fee.  

Our business incurs costs every time we ship goods, and when we take goods back. This includes office administration time, and warehouse time for items to be picked and re-stocked.  As such we will deduct a 10% handling and re-stocking fee when goods are returned because you change your mind. This does not apply to faulty goods.

 

We reduce your refund if you have used or damaged a product.

As mentioned above, we do not accept returns if the goods are not returned in perfect, unused condition and within all original packaging and packed in the same way that they were dispatched to you. If you handle the product in a way which would not be acceptable if you had purchased the product in an "in-store" environment (i.e. other than what is necessary to establish the nature, characteristic and function of the goods), then we reduce your refund, to compensate us for its reduced value.

 

When and how we refund you.

If you tell us you've changed your mind about a product that hasn't been dispatched, we refund you as soon as possible and within 30 days. If you're sending your product back to us, we refund you within 30 days of receiving it (or receiving evidence you've sent it to us). If approved, you’ll be automatically refunded on your original payment method. Please remember allow time for your bank or credit card company to process the refund. We don't charge a fee for the refund.

 

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us as soon as possible and within 30 days of delivery by one of the following methods: Contact our Customer Service Team: at sales@jazjar.co.uk, or write by post to JazJar, Unit 5, New Zealand Court, Kingsway Park Close, Derby, DE22 3FP, or contact us on via our online chat. You will need to provide us with evidence of the damage or defect, such as photographs, and show that this was not caused by your use or handling of the product.

You will also have to provide us with all packing information and delivery documentation in relation to your order.

We honour our legal duty to provide you with products that are as described to you on our website (subject to the tolerances described in section 5 "Terms of service") and that meet all the requirements imposed by law.