Refund policy

Returns and Refunds Policy

Last updated: 28 July 2026

This Returns and Refunds Policy applies to purchases made through Jhouky Jeks, available at JhoukyJeks.store.

Nothing in this Policy limits or excludes any rights you may have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Right to Cancel an Online Order

When purchasing goods online, you normally have the legal right to cancel your order without giving a reason.

You must inform us of your decision to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

Where an order contains multiple items delivered separately, the cancellation period begins on the day after you receive the final item.

To exercise your right to cancel, contact us at:

Email: contact@JhoukyJeks.store

Your cancellation request must include:

Your full name;
Your order number;
The email address used to place the order;
The product or products you wish to return; and
A clear statement confirming that you wish to cancel the order.

You do not need to provide a reason for cancelling.

2. Cancelling Before Dispatch

You may request cancellation before your order has been dispatched by emailing us as soon as possible.

We will make reasonable efforts to cancel the order. However, we cannot guarantee that an order can be stopped once it has entered the fulfilment or dispatch process.

Where an order has already been dispatched, you may use your statutory cancellation rights after receiving it.

3. Returning Your Order

After notifying us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your cancellation.

Do not return products without first contacting our customer service team.

Returns must be sent to:

Jhouky Jeks Returns Department

A return is considered to have been made within the required period where the goods are sent before the 14-day return period expires.

We recommend using a tracked postal service and retaining your proof of postage until your return has been completed.

4. Return Postage Costs

Where you are returning an item because you have changed your mind, you are responsible for the direct cost of returning the goods to us.

Original postage charges will not be treated as return postage costs.

We will pay or reimburse reasonable return postage costs where:

The item is faulty;
The item is damaged upon delivery;
You received the wrong product;
The item is materially different from its description; or
We have otherwise agreed in writing to cover the return costs.

Before returning a faulty, damaged or incorrect item, contact us so that we can provide the appropriate return instructions.

We are not responsible for return costs incurred without following our reasonable return instructions, except where this would unlawfully restrict your statutory rights.

5. Condition of Returned Goods

You may inspect and handle a product only as reasonably necessary to determine its nature, characteristics and functioning, in the same way that you would normally inspect it in a physical shop.

Where handling goes beyond what is reasonably necessary and reduces the value of the product, we may make a reasonable deduction from the refund to reflect the reduction in value.

Examples of excessive handling may include:

Wearing clothing for an extended period rather than briefly trying it on;
Washing, altering or damaging a product;
Removing hygiene seals;
Using a product outdoors;
Exposing the product to smoke, perfume, odours, stains or pet hair; or
Returning an item with missing parts or accessories.

Where reasonably possible, please return products with their original packaging, tags, accessories, manuals and complimentary items.

The absence of original packaging does not automatically remove your statutory right to cancel. However, you are responsible for taking reasonable care of the goods while they are in your possession.

6. Refunds for Change-of-Mind Returns

Where you validly exercise your right to cancel, we will refund:

The price paid for the returned products; and
The cost of the least expensive standard delivery method offered by us when the order was placed.

Where you selected an enhanced, express or premium delivery option, we are not required to refund the difference between that option and our least expensive standard delivery service.

Return postage costs are not refunded for change-of-mind returns unless we have agreed otherwise.

7. Refund Processing Time

We will issue an eligible refund without undue delay and no later than 14 days after the earliest of:

The day we receive the returned goods; or
The day you provide satisfactory evidence that you have sent the goods back.

We may withhold the refund until we receive the goods or receive evidence that they have been returned, whichever occurs first.

Where no goods were supplied, the refund will normally be issued within 14 days after we are informed of your decision to cancel.

Refunds will be made using the same payment method used for the original transaction, unless you expressly agree to another method.

We will not charge an administration, cancellation or restocking fee for exercising your legal right to cancel.

Your bank, card provider or payment processor may require additional time to display the refund after we have processed it.

8. Products Excluded from Change-of-Mind Returns

The statutory right to cancel may not apply to certain products, including:

Products made to your specifications;
Personalised or custom-made products;
Products that are liable to deteriorate or expire rapidly;
Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
Sealed underwear or similar hygiene-sensitive clothing once unsealed;
Pierced earrings or other sealed body jewellery once the hygiene seal has been broken;
Sealed audio recordings, video recordings or computer software once unsealed;
Newspapers, periodicals or magazines, except subscription contracts; and
Digital content supplied immediately with your express consent and acknowledgement that your cancellation right would be lost.

These exclusions do not apply where a product is faulty, damaged, incorrectly supplied or not as described.

We will clearly identify any applicable return restriction on the relevant product page where required.

9. Faulty, Damaged or Misdescribed Products

Under UK consumer law, goods must be:

Of satisfactory quality;
Fit for their usual purpose and any particular purpose agreed with us;
As described;
Consistent with any sample or model shown; and
Installed correctly where installation forms part of the contract.

Please provide:

Your name and order number;
A description of the problem;
Photographs or videos showing the issue, where reasonably possible; and
Any other information reasonably required to assess the claim.

Providing photographs may allow us to resolve the matter more quickly, but this requirement will not be used to unlawfully deny a valid statutory claim.

10. Faulty Goods Within 30 Days

Where goods fail to meet the requirements of the Consumer Rights Act 2015, you may have a short-term right to reject them within 30 days and receive a refund.

The 30-day period generally begins on the day after the goods are delivered. Different rules may apply where installation or another agreed service must be completed before the goods can be properly assessed.

You may alternatively request a repair or replacement where appropriate.

If you agree to a repair or replacement during the initial 30-day period, the short-term rejection period may be paused while the repair or replacement is completed.

11. Faulty Goods After 30 Days

After the initial 30-day period, you will normally be entitled to request a repair or replacement before seeking a price reduction or final rejection of the goods.

A repair or replacement must be completed:

Within a reasonable time;
Without significant inconvenience to you; and
At no cost to you, including necessary postage, labour and materials.

Where repair or replacement is impossible, disproportionate, unsuccessful, not completed within a reasonable time or causes significant inconvenience, you may be entitled to:

An appropriate price reduction; or
Exercise the final right to reject the goods and receive a refund.

Any refund or deduction will be handled in accordance with applicable UK consumer law.

12. Faults Appearing Within Six Months

Where a fault becomes apparent within the first six months after delivery, it will generally be presumed to have existed at the time of delivery unless we can demonstrate otherwise or the presumption is incompatible with the nature of the goods or fault.

After the first six months, you may be required to show that the problem existed, or resulted from an inherent issue that existed, when the goods were delivered.

The legal time limit for bringing a claim does not mean that every product must remain fault-free for that entire period. The expected durability of a product depends on factors such as its description, price, quality, purpose and normal use.

13. Products Damaged in Transit

Inspect your order as soon as reasonably possible after delivery.

Where a parcel or product arrives visibly damaged, photograph:

The outer packaging;
The shipping label;
The internal packaging; and
The damaged product.

Your statutory rights are not lost merely because you did not inspect or report the damage immediately, although reporting the issue promptly may help us investigate it with the delivery provider.

14. Incorrect or Missing Items

We may ask you to provide photographs of the parcel, shipping label, packaging and products received.

Where we confirm an error, we will provide an appropriate remedy, which may include:

Sending the correct or missing item;
Providing a replacement;
Arranging a return at our expense; or
Issuing a refund.

15. Exchanges

We do not guarantee direct exchanges for change-of-mind returns.

Where you require another size, colour or product, you may return the original item in accordance with this Policy and place a new order, subject to availability.

Your statutory right to request a repair or replacement for faulty goods is not affected by this section.

16. Sale and Promotional Items

Products purchased during a sale, promotion or with a discount code have the same statutory consumer rights as full-price products.

A product cannot be excluded from statutory remedies merely because it was discounted.

Where a product was reduced because of a specific defect that was clearly disclosed before purchase, you may not be entitled to claim a remedy solely in relation to that disclosed defect.

17. Bundles and Complimentary Gifts

Where a product was purchased as part of a bundle or promotional offer, we may require all relevant products forming part of that offer to be returned before issuing a full refund.

Any complimentary item supplied as part of the purchase should also be returned.

Where a complimentary item is not returned, we may make a reasonable deduction reflecting its value, where legally permitted and clearly disclosed as part of the promotion.

This section does not restrict your rights where only one item within a bundle is faulty.

18. Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Jhouky Jeks.

Acceptable evidence may include:

An order confirmation;
A receipt;
A payment statement;
The original shipping documentation; or
Other reasonable evidence of purchase.

19. Returned Parcels Lost in Transit

You remain responsible for change-of-mind returns until they are delivered to us.

We therefore recommend using a tracked and appropriately insured postal service.

Where we have provided a prepaid return label for a faulty or incorrect product, responsibility for the return will be determined in accordance with the instructions supplied and applicable law.

20. Refused and Undeliverable Deliveries

Refusing delivery or failing to collect a parcel does not always constitute a clear cancellation request.

To avoid delays, contact us at contact@JhoukyJeks.store and clearly confirm that you wish to cancel the order.

Where an order is returned because an incorrect or incomplete delivery address was supplied, we may deduct reasonable additional delivery costs from any refund where legally permitted.

21. Abuse and Fraudulent Returns

We may investigate returns that reasonably appear to involve fraud, product substitution, deliberate damage or abuse of this Policy.

We may refuse a claim where reliable evidence shows that the returned product was not purchased from us or was deliberately damaged after delivery.

This section does not permit us to refuse or delay a legitimate statutory claim without reasonable grounds.

22. How to Contact Us

For cancellations, returns, refunds or problems with an order, contact:

Trading name: Jhouky Jeks
Website: JhoukyJeks.store
Email: contact@JhoukyJeks.store

Please include your order number in all correspondence.

23. Changes to This Policy

We may update this Policy to reflect changes to our operations, services or legal obligations.

The version that applied when you placed your order will continue to govern that order, except where a change is required by law or provides you with greater protection.