At Jackson Apparel Ltd, we aim to provide a clear and straightforward refund process for customers who are eligible for a refund.
This Refund Policy explains how refunds are handled for purchases made through our online store. It should be read together with our Returns & Exchanges Policy and other applicable website policies.
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be limited or excluded under applicable law.
When a Refund May Be Available
A refund may be available in circumstances including, but not limited to:
An eligible product has been returned in accordance with our Returns & Exchanges Policy.
An item received by the customer is defective or damaged.
An incorrect item was supplied.
An order cannot be fulfilled and is cancelled by us.
A refund is otherwise required under applicable consumer protection law.
Refund eligibility is assessed based on the circumstances of the individual order, the condition of the returned product where applicable, and any applicable legal requirements.
Requesting a Refund
If you believe that you are entitled to a refund, please contact us before returning an item.
Please provide the following information where applicable:
Order number
Customer name
Email address used for the order
Product name or description
Reason for the refund request
Relevant photographs or supporting information, if requested
Providing complete order information helps us identify the transaction and process the request efficiently.
Return and Refund Process
Where a refund requires the return of a product, customers should contact us first and follow the return instructions provided by our customer support team.
Please do not send products to our business address without receiving return instructions.
After the returned product has been received, where applicable, we may inspect the item to determine whether the return and refund requirements have been satisfied.
Once the assessment has been completed, we will notify the customer of the outcome of the refund request.
Refund Method
Approved refunds will generally be issued to the original payment method used to complete the purchase, where reasonably possible.
We do not normally issue refunds to a different payment method unless otherwise required or agreed in accordance with applicable requirements.
For security reasons, customers should never send complete payment card numbers, passwords, security codes, or other sensitive payment credentials by email.
Refund Processing Time
Once a refund has been approved and issued by us, the time required for the funds to appear in the customer’s account may vary depending on the payment provider, card issuer, bank, or other financial institution.
Because these processing times are controlled by third-party financial institutions, we cannot guarantee an exact date on which a refunded amount will appear in a customer’s account.
If we have confirmed that a refund has been issued but the funds have not appeared after a reasonable processing period, customers may contact us for assistance.
Shipping Costs and Refunds
The treatment of shipping costs may depend on the reason for the return and the circumstances of the individual order.
Where applicable, shipping charges may not be refundable for returns that are made because an item is no longer wanted or required, unless otherwise required by applicable law.
Where an item is defective, damaged, incorrectly supplied, or affected by an issue for which Jackson Apparel Ltd is responsible, the applicable shipping costs will be reviewed as part of the refund assessment.
Any refund will be handled in accordance with applicable consumer protection requirements.
Partial Refunds
Where only part of an order is eligible for a refund, we may issue a partial refund for the eligible item or items.
The amount of any partial refund will depend on the products returned and the circumstances of the order.
Refunds for Cancelled Orders
If an order is cancelled before it has been fulfilled and a refund is applicable, the relevant payment will be refunded using the original payment method where reasonably possible.
If an order has already been dispatched, the applicable cancellation, return, and refund process may differ.
Customers should contact us as soon as possible if they wish to discuss cancelling an order.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from the item ordered, please contact us as soon as possible.
Please provide your order number and clear photographs or other relevant information where requested.
We will review the circumstances and, where appropriate, arrange a replacement, refund, or another suitable resolution in accordance with our policies and applicable consumer rights.
Customers should retain the affected item and packaging until the issue has been reviewed.
Items That Cannot Be Accepted for a Refund
A refund may be refused where a return does not meet the applicable return requirements, subject to any rights that the customer has under applicable law.
Examples may include products that have been unnecessarily used, altered, damaged, or returned without sufficient order information.
Product-specific restrictions may also apply where relevant.
These conditions do not affect statutory consumer rights that cannot legally be excluded.
Refunds and Promotions
If a customer returns an item that was purchased as part of a promotion, discount, bundle, or other special offer, the refund may be calculated based on the terms applicable to that promotion.
Where only part of a promotional purchase is returned, the refund may take into account the original promotional pricing and any applicable conditions.
Contact Us About a Refund
If you have a question about a refund or believe that you are entitled to a refund, please contact us:
JACKSON APPAREL LTD 10 Hendre Road Abertridwr Caerphilly United Kingdom CF83 4DT
When contacting us, please include your order number and the relevant details of your request.
Changes to This Refund Policy
Jackson Apparel Ltd may update this Refund Policy from time to time to reflect changes to our business practices, payment arrangements, return procedures, or applicable legal requirements.
The latest version of this policy will be published on this page.
