Refund policy

We hope you’re happy with your purchase. If not, the following policy outlines your rights and how to return or exchange items in line with UK consumer law.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel their order within 14 days of receiving it, for any reason.

You then have a further 14 days to return the item(s) to us once you have informed us of your decision to cancel.

December Returns Extension

Orders placed in December qualify for an extended 30-day returns window, as we appreciate that holiday gifts may not be opened immediately. All returns must meet our standard return conditions below.

Conditions for Returns

Returned items must:

  • Be unused, unworn, and unwashed

  • Be returned in their original condition, with all tags attached

  • Be suitable for resale

We may reduce your refund if the item shows signs of use beyond what is necessary to inspect it, as permitted by UK law.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Gift cards

Sale Items

Sale items may be returned in accordance with your statutory rights, unless clearly stated otherwise at the point of purchase.

Exchanges

We offer exchanges for size or colour, subject to availability. Exchanges are a goodwill service and do not affect your statutory rights. If an exchange is not available, a refund will be issued instead.

How to Return an Item

  1. Notify us of your intention to cancel or return your order via our online returns portal or by contacting our customer support email - support@jemcityuk.shop

  2. You will receive return instructions

  3. Return the item(s) within 14 days of notifying us

We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.

Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item is faulty

  • The item is incorrect

  • The return is due to an error on our part

Original delivery charges will be refunded where required by law.

Faulty or Incorrect Items

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.

If your item is faulty or incorrect:

  • Please contact us within 30 days of receipt for a full refund

  • After 30 days, we may offer a repair or replacement where appropriate

Please include your order number and clear photos of the issue to help us resolve this quickly.

Refunds

Once we receive your return, we will process your refund within 14 days, in line with UK law. Refunds will be made to the original payment method.

International Customers

International customers are responsible for return shipping costs and any customs duties or taxes incurred. We recommend marking parcels as “Returned Goods” to avoid additional charges.

Contact Us

If you have any questions about returns or your statutory rights, please contact us at:

Email: support@jemcityuk.shop