Refund policy

14-Day Returns

This return policy applies to orders delivered within the United Kingdom.

We accept returns for both defective and non-defective products. You have 14 days after receiving your item to contact us and request a return.

For change-of-mind returns, products must be in the same condition in which they were received: new, unused, with any tags attached and in the original packaging. Proof of purchase is required.

This condition requirement does not affect your legal rights where an item is faulty, damaged, incorrect or not as described.

How to Request a Return

Email hello@jacksonscoolstuff.co.uk before sending anything back.

Returns are accepted by post only. We do not currently accept in-store or drop-off returns.

Once your return has been approved, we will provide the correct return instructions and postal return address. Items sent back without first requesting a return may not be accepted.

Return Postage and Fees

For a change-of-mind return, the customer is responsible for arranging and paying the return postage. We recommend using a tracked postal service.

If an item is faulty, damaged, incorrect or not as described, we will arrange or cover the appropriate return cost.

We do not charge a restocking fee.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery and contact us promptly if the item is defective, damaged, incorrect or not as described. We will investigate the issue and provide the appropriate remedy in accordance with your rights under UK consumer law.

Exceptions

Gift cards and custom or personalised products cannot normally be returned for a change of mind.

This does not affect your legal rights where an item is faulty, damaged, incorrect or not as described.

Sale items are not excluded from this return policy.

Exchanges

We accept exchange requests within the 14-day return window.

Please contact us before returning the item. Depending on product availability, an exchange may be completed by providing a replacement or by returning the original item and placing a new order.

Refunds

We will notify you once the returned item has been received and inspected.

If the return is approved, the refund will be issued to your original payment method within 10 days. Your bank or payment provider may require additional time for the refund to appear in your account.

For an eligible cancellation of an entire order, the basic standard outbound delivery charge will be refunded where required. Any additional amount paid for an upgraded delivery service is not refundable unless required by law.