Returns and Exchanges
We want you to be entirely satisfied with every purchase made from Jack Paws and strive to offer you excellent quality, value and service at all times. If you wish to return an item for exchange or you have decided not to keep it, please send it back to us together with the products original packaging and labeling within 7 days. We will exchange or refund the cost of the item(s) where appropriate. All goods must be in a new and unused condition together with a copy of your original receipt. Goods not in resaleable condition will not be refunded or exchanged. Similarly, we are unable to refund personalised items - any faulty or damaged personalised items will be replaced directly by the manufacturer. Personalised items are non returnable where no defect is present.
Faulty Goods
If you wish to return any item due to it being faulty, please email us, giving details of the fault and send it back to us together with the item in its original packaging, where possible, within 28 days. We will exchange the item or refund the full cost including any reasonable delivery charges incurred where appropriate.If you are in any doubt, please contact our customer service department. We are here to help you. We recommend that all faulty items returned to us be sent recorded delivery (we will not refund special delivery costs). Your local Post Office will be able to advise. Return of goods is your responsibility, and we cannot refund postage costs for lost items or be held responsible for items lost when being returned to us.
Exchanges
If you have ordered the wrong size item and would like to exchange it, please return the item to the address below, and place a new order for a different size.
We will refund the cost of your original item on receipt - please follow the returns instructions above, carefully.
Guarantee
All products offered are guaranteed for a period of two months unless otherwise stated from the date of the original invoice against failure to provide reasonable wear owing to defective workmanship or materials. The guarantee excludes faults caused by accident, neglect or misuse.
In the event of a warranty claim, please return the item with a copy of the original receipt to our customer service department at:
Jack Paws
Customer Returns
132 Westward Road
Stroud
Gloucestershire
GL5 4ST
Please identify clearly the area or part that has failed. All items must be returned in a clean, dry condition, otherwise they may be returned to you without attention. Further advice is available by contacting our Customer Service Department.
Distance Selling Regulations
You have a right to cancel your order within seven working days following the day after the date of delivery for any unused item purchased through the website under the distance selling regulations for refund. This does not apply to any perishable goods, or items personalised or made to your specification.
To cancel any item, you can e-mail or write to us quoting your customer details and order number. You must take reasonable care of the items, retain all original packaging and must not use them. Goods must be returned to us within seven days of your notice to cancel. Items may be returned to our Customer Service department. All goods are returned at your own expense unless the item is deemed faulty or incorrect, where we will refund the cost on receipt of the goods (only reasonable postage will be refunded). Should you require your unwanted goods to be collected, we will deduct the appointed couriers direct costs from the refund given.
Providing the goods are received back in an unused condition and in their original packaging with all accessories, you will receive a refund within thirty days of your notice to cancel.
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