Refund Policy

Last updated: 1st July 2026
Effective date: 1st July 2026

This Refund & Return Policy applies to all orders placed through https://www.jackorist.com (the “Site”), the Jackorist online store, operated by Jackorist LTD, a company registered in England and Wales, United Kingdom.

This policy sets out (a) our voluntary 30-day change-of-mind return programme, and (b) the process for making a consumer guarantee claim under the Consumer Rights Act 2015. Your statutory rights sit alongside this policy — they are not replaced or limited by it.

1. Your Rights Under the Consumer Rights Act 2015

1.1 Our goods come with guarantees that cannot be excluded under the Consumer Rights Act 2015. You are entitled to a repair, replacement, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of satisfactory quality and the failure does not amount to a major failure.

1.2 A product has a major failure if:

  • The product has a problem that would have stopped you buying it if you had known about it
  • The product is significantly different from the description, images, or sample shown
  • The product is substantially unfit for its ordinary purpose and cannot easily be made fit
  • The product is unsafe

1.3 For a major failure, you may choose a refund, replacement, or keep the product and ask for compensation for the drop in value.

1.4 For a minor failure (a problem that can be fixed within a reasonable time), we will repair the product, or at our option replace it or provide a refund.

1.5 These rights apply for the period during which the product can reasonably be expected to last, not just within the change-of-mind window in Section 2.

1.6 For more information about your rights as a consumer, visit citizensadvice.org.uk.

2. 30-Day Change-of-Mind Returns

In addition to your statutory rights, Jackorist offers a voluntary 30-day change-of-mind return programme.

2.1 Window: You have 30 calendar days from the date your order is delivered to initiate a change-of-mind return for a refund or exchange.

2.2 Condition requirements for change-of-mind returns:

  • The item has not been used, worn outside, or washed
  • The item is in its original condition, with no scratches, marks, stains, odours, or signs of wear
  • The item is returned with original tags and packaging where possible

2.3 Return postage: For change-of-mind returns, you are responsible for return shipping costs. We recommend using a tracked service, as we cannot process a refund for a parcel that does not reach us.

2.4 No restocking fee: We do not charge a restocking fee on any change-of-mind return.

2.5 Non-refundable items: Final sale or clearance items clearly marked as non-refundable, and items returned after the 30-day window, are not eligible under this change-of-mind programme (your Section 1 rights are unaffected).

3. The “Wrong Size” Exchange

Ordered the wrong size? It happens.

3.1 Eligibility: Within 30 days of delivery, you may exchange a jacket for a different size, provided:

  • The jacket has not been used or worn outside
  • The original tags and packaging are included

3.2 Process: Email info@jackorist.com with your order number and the correct size you need. We will send you return instructions. Once we receive the original item, we will dispatch the replacement at no additional cost, subject to stock availability.

3.3 Return postage: You cover the cost of returning the original item. We cover the cost of shipping the replacement to you.

3.4 If the correct size is out of stock: we will offer you a choice of (a) waiting for restock, (b) a refund, or (c) store credit at your preference.

4. Faulty, Damaged, or Mis-Described Products

If a product has a problem covered by the consumer guarantees in Section 1, this section sets out how to make a claim. The 30-day condition requirements in Section 2 do not apply here — a faulty product that has been used is still covered.

4.1 What is covered:

  • Manufacturing defects, including stitching failure, hardware faults, or material defects present on arrival
  • Material degradation that is not consistent with ordinary use
  • Products that do not match the description, photographs, or specifications shown on the Site
  • Products that arrive damaged

4.2 What is not covered under the voluntary warranty, but may still be covered by the Consumer Rights Act 2015:

  • Damage from wear and tear beyond ordinary use
  • Damage from improper care contrary to the care instructions provided
  • Damage caused by an accident, spill, or third-party alteration
  • Cosmetic wear consistent with ordinary use over time

Nothing in clause 4.2 excludes, restricts, or modifies any right or remedy you have under the Consumer Rights Act 2015. If you believe a product has failed a consumer guarantee despite the circumstances listed in 4.2, please contact us — we will assess every claim on its merits.

4.3 Return postage: If the product fails a consumer guarantee, we cover all return postage. We will send you a pre-paid return label or reimburse the cost of return postage on production of a receipt.

4.4 Remedy: For a major failure, you choose between a replacement, a full refund, or keeping the product and receiving compensation. For a minor failure, we will repair, replace, or refund at our option, as permitted by the Consumer Rights Act 2015.

4.5 Processing time: Once we receive the returned product, we will process your remedy within 5 business days. For a refund, the amount will be returned to your original payment method.

5. How to Initiate a Return

Step 1 — Contact us. Email info@jackorist.com with:

  • Your order number
  • The reason for the return (change-of-mind, wrong size, or faulty/damaged)
  • For faulty or damaged products: photographs of the product and packaging

Step 2 — Receive instructions. We will respond within 1–2 business days with a Return Authorisation (RA) number and our return instructions, including the return address.

Step 3 — Return the product. Securely pack the product and send it, with the RA number clearly marked, to the address provided in your RA email. Please retain your tracking number until your refund or exchange has been processed.

Step 4 — We process your refund or exchange. Once we receive and inspect the returned product (typically within 2–4 business days of delivery to us), we will process your refund or dispatch your replacement. Refunds are issued to your original payment method. Your bank or card provider may take a further 5–10 business days to reflect the refund in your account.

5.1 Order cancellation: Cancellation requests may be submitted within 24 hours of placing an order. If your order has not yet entered processing, a full refund will be issued. If your order has already been processed or dispatched, cancellation may no longer be possible and you may instead request a return after delivery under this policy.

6. Complaints

6.1 If you are not satisfied with how we have handled a return or consumer guarantee claim, please email info@jackorist.com with the subject line “Complaint”. We will acknowledge your complaint within 7 days and work in good faith to resolve it within 30 days.

6.2 If you are not satisfied with our response, you may also refer your complaint to an alternative dispute resolution (ADR) provider, or contact Trading Standards via the Citizens Advice consumer helpline:

  • Citizens Advice Consumer Helpline: 0808 223 1133
  • Website: citizensadvice.org.uk

7. How to Contact Us

If you have any questions about this Refund Policy, please contact us:

  • Company Name: Jackorist
  • Company Registration Number: 17308397
  • Registered In: England and Wales, United Kingdom
  • Business Address: Suite C253, 4–6 Greatorex Street, London, E1 5NF, United Kingdom
  • Phone: +44 7732 730363
  • Customer Support Email: info@jackorist.com
  • Support Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT). Closed Saturday and Sunday.