If something isn’t right, we want to make the next step straightforward.
For most online purchases, consumers have a legal right to tell us they wish to cancel within 14 days after receiving the goods. After notifying us, you normally have a further 14 days to return them.
Contact us through the Help Centre with your order details and tell us that you would like to return an item. We will provide the information needed for the return.
You may inspect a product in the way you reasonably would in a shop. Please take reasonable care of it while it is in your possession. Where the law allows, a refund may be reduced if the value of an item has been diminished by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.
For change-of-mind returns, you may be responsible for the cost of returning the goods unless we tell you otherwise. If an item is faulty, damaged on arrival or incorrect, contact us before sending it back so we can arrange an appropriate solution.
Where you are entitled to a refund after cancelling an online order, we will make it within the period required by law. This is normally within 14 days of receiving the returned goods or, where applicable, receiving evidence that they have been sent back.
Refunds are usually made using the original payment method unless otherwise agreed.
Where the statutory right to cancel applies, the refundable delivery amount is normally limited to the cost of the least expensive standard delivery option offered for the order. Any extra amount paid for an enhanced delivery method may not be refundable.
Your rights when goods are faulty, not as described or otherwise fail to meet legal requirements are separate from the change-of-mind cancellation right. Contact us through the Help Centre and we will work with you to repair, replace or refund as appropriate under your statutory rights.
Some types of goods can be excluded from the statutory change-of-mind right where the law permits. If an exception is relevant to a product, we will make that clear before purchase.
For any return, refund or order problem, contact the Jolly Jester team through our Help Centre.