Returns & Refunds
RETURNS
If you're not 100% satisfied with your purchase, you may return it for a full refund or exchange it for the same product within 14 days from the moment it was received.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it, unworn and unused, with tags and It must also be in the original packaging. Several types of product are exempt for being returned. Made to order (i.e. custom printed mural, as well standard sizes ordered by SqM) cannot be returned. Also Gifts cards are non-refundable. The only exception applies, if the product is faulty or has been damaged during the transit in which case we will provide a replacement.
Please inspect your goods as soon as you receive them. If you find there is visible damage to the box or packaging - please note this with the courier driver - or sign box damaged.
Please contact us via our contact page with your order number and the reason for return, photographs in the case of damage. Our Customer Support Team will communicate with you to solve any problem regarding your purchase.
We ask that you return the faulty product and on inspection a replacement will be sent out. Jass London assumes the costs of shipping.
Please do inspect your goods upon receipt, and inform us of any issues within 14 days of receipt. If you fail to do this you shall be deemed to have accepted the goods.
We do not refund damaged items, a replacement will be offered. A return postage label will be provided to return the damaged item back to us.
If the product is returned for other reason than that, the buyer will support the cost of returning.
We do not refund damaged items, a replacement will be offered.
If you have simply changed your mind ( cancellations)
Orders can be cancelled up to the moment of shipment. After the product has shipped, our returns policy applies.
Some of our products ( such as custom made cushion covers, posters) are sent to production immediately after the receipt of your order. A 50% service charge will apply for cancellation.
Note: there is a 3% -5% service charge for all cancelled orders.
In some cases, cancellation service charges might vary depending on bank commission.
Most of Jass London products are custom made to order according to the design, size or framing options you choose; we are unable to return these items back into stock as it’s unlikely another customer will choose the same options as you. Therefore, we do not accept returns based on change of mind.
Please choose carefully and make sure you are happy with your choice before purchasing. The only exception applies if the product is faulty or has been damaged during the shipping.
Lower value items such as small posters are also made to order but can be returned for store credit but not for cash refunds. Shipping costs are non-refundable and return postage is the responsibility of the customer.
Bespoke or Printed-to-order products are non returnable as these have been made especially for you.
PRINTS, BESPOKE PRINTED WALL COVERINGS (MURALS, WALLPAPER, STANDARD SIZE MURALS, POSTERS, TAPESTRIES)
We are unable to accept returns on items that are bespoke, personalized or cut to your specific measurements. This includes products like tapestries, prints, wallpaper, murals i.e. wallcoverings that are custom made to your order according to the design, size or framing options you choose. Therefore, we do not accept returns based on change of mind. Please choose carefully and make sure you are happy with your choice before purchasing.
Only replacements to unused products will be provided in the case of printing errors.
Made to order items or custom made wallpaper
Our items should be inspected before being shipped but at times printing errors might occur. If the received merchandise is printed incorrectly or damaged, please contact us immediately or latest within 7 days of your order being received and attach photos of defects.
A replacement will be sent out as soon as possible. Refunds for damaged items will not be provided, only replacements.
You have 7 days from the products being received to notify us. Requests received after this 7 days time frame cannot be processed.
Returns are not accepted on any items that have been cut or installed on the wall. It is the responsibility of the person installing the wall covering to inspect all the products prior to installation to ensure that there are no defects. Once product is cut and/or installed on the wall, our liability for defective merchandise is waived.
Notes:
- Delivery fees are not eligible for refunds.
- All items must be returned in their original condition, unworn, unwashed, and with all tags attached and the protective envelope untouched and unopened.
- We recommend that you insure the return shipment, as you will be liable for any damage to the goods until we receive them.
- We also recommend that you use a secure, trackable shipper and retain proof of sending.
- Late returns shipped beyond 14 days from receipt will not be collected and will return back to you.
Processing returns might take up to 7 days from the day we receive your return. We’ll send you an email to confirm your return has been received and that your refund has been processed.
Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods.
Additional non-returnable items:
Gift cards
Some health and personal care items such as cushion pads inserts, silk products and silk pillowcases owing to hygiene reasons.
These exceptions are permitted by law.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back prior notifying us.
Certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition, damaged or missing parts for reasons not due to Jass London fault.
Any item that is returned more than 30 days after delivery.
Only regular priced items may be refunded, sale items cannot be refunded.
Transport damage
If the goods have been damaged during the shipping, please inform the delivery company about the damage immediately and contact us without delay. Failure to file a complaint or contact us has no effect on your legal rights, in particular warranty claims. Yet, you help us to assert our own claims against the carrier or transport insurance.
Print issues & color tones difference
A printed piece of paper will always look slightly different from a backlit glass screen. Also different device screens display colors differently and the color of the actual product may slightly vary from the images. If the received product is printed incorrectly, please contact us and attach photos of the errors. Only new and unused products will apply for replacement. In the case of any issues, our team will inspect the errors and have a replacement sent out as soon as possible.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Please note that the original shipping cost will only be refunded on items that are incorrect or faulty, while full refunds will be made only on items returned within 14 days in their original condition.
On receipt of your returned items, we will make a refund to the value of the goods. We do not normally refund the cost of your return postage unless the goods were supplied to you faulty or incorrectly due to an error on our part. Even though your order may have been sent with Free Delivery, the cost for Jass London to send your parcel to you will be deducted from the refund, as these are direct costs.
We do not offer refunds for an erroneous address. We will gladly ship the products to the address you give us but you are responsible for its validity and accuracy. Please verify that you have entered it correctly before you submit your order.
We can only make refunds to the original payment card charged. We aim to action all refunds within 2 working days from receipt of the returned good. Please note that this returns guarantee does not affect your statutory rights for returned goods under the EU Distance Selling Directive.
We will contact you if we have any queries regarding your return.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@jasslondon.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@jasslondon.co.uk.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
CANCELLATIONS
We will make a sincere attempt to honor a cancellation request, however, once the order is shipped, the order may not be cancelled. To cancel an order, please contact us as soon as possible at support@jasslondon.co.uk.