Refund & Returns Policy

Jaxters Online Goods

Last updated: 9 November 2026

At Jaxters Online Goods, we want you to be happy with your purchase. We work with trusted UK-based suppliers who dispatch products directly to our customers.

This policy explains your rights regarding cancellations, returns, refunds and faulty goods.

1. Cancelling an Order

Under UK consumer law, you generally have the right to cancel an online purchase within 14 days of receiving your goods, without giving a reason.

To exercise this right, please contact us within the cancellation period and clearly state that you wish to cancel.

You then have a further 14 days to return the goods.

Certain products are exempt from change-of-mind cancellation rights, as explained below.

2. Returning Unwanted Items

If you wish to return an item because you have changed your mind, please contact us for return instructions.

Products should be returned with reasonable care and, where possible, in their original packaging.

You may inspect products as you would reasonably be permitted to do in a shop. A deduction from your refund may apply if handling beyond this has reduced their value.

For change-of-mind returns, customers are responsible for the direct cost of return postage, provided this has been disclosed before purchase.

Please do not return items to our business address without contacting us first, as returns may need to be sent directly to the relevant supplier.

3. Items Excluded from Change-of-Mind Returns

Certain items may be exempt from the statutory right to cancel, including:

• Goods made to your specifications or clearly personalised.

• Perishable goods or products that deteriorate or expire rapidly.

• Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

• Other products excluded under applicable consumer legislation.

These exceptions do not affect your rights if goods are faulty, damaged or not as described.

4. Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.

Where available, photographs of the item and packaging can help us investigate the issue.

We will arrange an appropriate remedy in accordance with your statutory consumer rights, which may include a refund, repair or replacement.

Customers will not be required to pay return postage for goods that are faulty or incorrectly supplied.

5. Refunds

Where you exercise your statutory right to cancel, we will refund the amount paid for the returned goods and the standard delivery charge where required by law.

Additional charges for premium delivery services may not be refundable.

Refunds will normally be issued using the original payment method.

For change-of-mind cancellations, refunds will be made within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where a cancellation is made before goods have been dispatched, refunds will be processed within the applicable statutory timeframe.

Refunds for faulty or incorrectly supplied goods will be handled in accordance with your statutory consumer rights.

6. Returns to Our Suppliers

Jaxters Online Goods works with trusted UK-based suppliers who dispatch products directly to our customers.

If you need to return an item, please contact Jaxters Online Goods first so we can provide the correct return instructions and address.

Depending on the product purchased, returns may need to be sent directly to the relevant supplier's UK warehouse.

If your order contains products from different suppliers, separate return parcels may be required.

Please do not send returns to our business address unless we have specifically instructed you to do so.

Jaxters Online Goods remains responsible for handling all customer returns, refunds and statutory consumer rights, regardless of which supplier dispatched the order.

7. Missing Deliveries

If your order has not arrived, please contact us so that we can investigate with the relevant supplier or delivery company.

We will work towards an appropriate resolution in accordance with UK consumer law.

8. Contact Us

To request a cancellation, return or refund, please contact Jaxters Online Goods using the details provided on our Contact Information page.

Website: https://jaxters.co.uk

Please include your order number and a brief description of your enquiry.

9. Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.