Refund policy
Overview
This Refund Policy explains how returns, exchanges, refunds, store credit and faulty items are handled by Jawda Limited.
Jawda Limited is a company registered in England and Wales under company number 14335783.
We want every Jawda customer to feel confident when ordering from us. If something is not right, we will always try to help in a fair and reasonable way.
Please read this policy carefully before placing an order.
By placing an order with us, you agree to this Refund Policy, along with our Terms of Service, Shipping Policy and Privacy Policy.
Contents
- Return window
- Return eligibility
- How to start a return
- UK returns
- US returns
- EU returns
- International returns outside the UK, US and EU
- Return shipping costs
- Refunds
- Refund timelines
- Exchanges
- Store credit
- Sale items and promotional orders
- Bundle, multi-buy and free gift returns
- Gift cards
- Faulty, damaged or incorrect items
- UK consumer cancellation rights
- Refused, failed or unclaimed deliveries
- Items that cannot be returned
- Product care and condition
- Contact information
1. Return window
We accept returns within 14 days of your order being delivered.
To be eligible for a return, your return request must be started within 14 days of receiving your order.
Once your return request has been accepted, the item must be sent back to us without unnecessary delay.
Items sent back to us without first requesting a return may not be accepted.
This does not affect your statutory rights.
2. Return eligibility
To be eligible for a return, your item must be unworn, unused, unwashed and in the same condition that you received it.
Items must be returned with their original tags, labels and packaging where applicable.
Items must be free from marks, stains, odours, perfume, makeup, deodorant, pet hair, signs of wear, damage or alteration.
We reserve the right to refuse a return or make a deduction from your refund if an item is returned in a condition that makes it unsuitable for resale, where permitted by law.
This does not affect your statutory rights if an item is faulty, not as described, or not fit for purpose.
3. How to start a return
To start a UK return, please use our returns portal: https://jawda.co.uk/a/return
For US, EU and other international returns, please contact us at support@jawda.co.uk.
Please use or include the order number and email address used to place the order.
If your return is accepted, we will provide instructions on how and where to send your item.
Please do not send items back to us without following the return instructions provided.
If you need help with your return, please contact us at support@jawda.co.uk.
4. UK returns
Returns for UK customers are currently free.
To start a UK return, please use our returns portal: https://jawda.co.uk/a/return
Once your return request has been accepted, you will be provided with the relevant return instructions.
Items must still meet our return eligibility requirements before a refund, exchange or store credit can be approved.
5. US returns
Returns for US customers are currently free.
To start a US return, please contact us at support@jawda.co.uk.
Please include your order number and the email address used to place the order.
Once your return request has been accepted, we will provide the relevant return instructions.
Items must still meet our return eligibility requirements before a refund, exchange or store credit can be approved.
For US orders, import charges and VAT are covered by Jawda on delivery. Return shipping is currently free for US customers unless stated otherwise.
6. EU returns
EU customers may return eligible items in line with this Refund Policy.
To start an EU return, please contact us at support@jawda.co.uk.
Please include your order number and the email address used to place the order.
Unless the item is faulty, incorrect, or we have stated otherwise, EU customers are responsible for the cost of returning items to us.
For EU orders, import charges and VAT are covered by Jawda on delivery. However, return shipping costs remain the customer’s responsibility unless the item is faulty, incorrect, or we have stated otherwise.
Please make sure your return parcel is clearly marked as a return.
7. International returns outside the UK, US and EU
Customers outside the UK, US and EU may return eligible items in line with this Refund Policy.
To start an international return, please contact us at support@jawda.co.uk.
Please include your order number and the email address used to place the order.
Unless the item is faulty, incorrect, or we have stated otherwise, customers outside the UK, US and EU are responsible for the cost of returning items to us.
Please make sure your return parcel is clearly marked as a return.
If customs duties, import VAT, taxes, brokerage fees or local charges are applied to a returned parcel because it was not correctly marked or declared, we may deduct these charges from your refund where permitted by law.
International returns may take longer to reach us due to courier handling and customs processing.
8. Return shipping costs
Returns for UK and US customers are currently free.
Unless the item is faulty, incorrect, or we have stated otherwise, customers outside the UK and US are responsible for the cost of returning items to us.
Original delivery costs paid at checkout are not refunded as part of a standard return.
If your order qualified for free delivery, we do not charge you for the original delivery.
We recommend using a tracked delivery service where you are responsible for arranging your own return.
We are not responsible for returns that are lost, delayed or damaged in transit.
9. Refunds
Once we receive your return, we will inspect the item and let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
If your return is refused, we will contact you to explain why.
If an item is returned used, damaged, marked, washed, altered, scented, missing tags, or otherwise not in a resaleable condition, we may refuse the return or make a deduction from your refund where permitted by law.
Refunds are not issued until the returned item has been received, inspected and approved.
10. Refund timelines
Once your return has been received and approved, refunds usually take 5 to 7 working days to appear in your account, depending on your bank, card provider or payment provider.
Please allow a total of up to 21 working days for your refund to be received and processed.
If it has been more than 21 working days since your return was sent back and you have not received an update or refund, please contact us at support@jawda.co.uk.
During busy periods, refunds may take slightly longer to process.
11. Exchanges
We may offer exchanges where stock is available.
If you would like a different size, colour or item, please start a return request and follow the exchange instructions provided.
Exchanges are subject to availability and are not guaranteed until processed.
If the item you want is no longer available, we may offer a refund or store credit instead.
For a faster exchange, you may choose to place a new order and return the original item separately.
12. Store credit
In some cases, we may offer store credit as an alternative to a refund.
Store credit may be provided through a gift card, discount code or account credit, depending on the method available at the time.
Store credit is not usually exchangeable for cash.
If a refund is issued for an order paid fully or partly with store credit or a gift card, the refund may be returned to the original store credit or gift card balance.
13. Sale items and promotional orders
Sale items can be returned for a cash refund, exchange or store credit, provided they meet our return eligibility requirements.
Promotional orders, discounted orders and sale orders must still be returned within the return window and in line with this Refund Policy.
If a discount code, sale price, bundle offer or promotional offer was applied to your order, any refund will be based on the amount actually paid for the returned item.
Nothing in this policy affects your statutory rights if an item is faulty, not as described, or not fit for purpose.
14. Bundle, multi-buy and free gift returns
If your order included a bundle, multi-buy offer, free product, free gift, promotional discount or conditional offer, your refund may be adjusted to reflect the final items kept.
If your order included a free gift, free product or promotional item, this must be returned alongside the qualifying item or order. If it is not returned, the value of the free gift, free product or promotional item will be deducted from your refund.
To receive a full refund, all items included in the offer must be returned.
If your order included a multi-buy discount and your return means the order no longer meets the requirements of the offer, the discount will no longer apply.
In this case, we may deduct the value of the discount from your refund.
If you wish to keep the promotional discount, your return must not bring the order below the offer requirements.
Nothing in this section affects your statutory rights.
15. Gift cards
Gift cards are not refundable or exchangeable for cash.
Orders paid for using a gift card cannot be returned for a cash refund.
We may still accept exchanges or provide store credit, provided the item meets our return eligibility requirements.
If you used a gift card to place an order and store credit is issued, the credit may be returned to the original gift card balance or provided as a new store credit.
We are not responsible for lost, stolen or misused gift cards.
16. Faulty, damaged or incorrect items
Please check your order as soon as it arrives.
If you believe you have received a faulty, damaged or incorrect item, please contact us as soon as possible at support@jawda.co.uk.
Please include your order number, a clear description of the issue, and photos or videos where possible.
We will review the issue and, where appropriate, offer a repair, replacement, refund, exchange or other solution in line with your statutory rights.
Faults do not include damage caused by normal wear and tear, misuse, failure to follow care instructions, accidental damage, alterations, or washing or handling the item incorrectly.
17. UK consumer cancellation rights
If you are a UK consumer buying online, you usually have the right to cancel most purchases within 14 days of receiving your order.
After telling us that you wish to cancel, you then have a further 14 days to return the item to us.
Once we receive the returned item, or you provide evidence that it has been sent back, we will process your refund in accordance with applicable consumer law.
We may make a deduction from your refund if the item has been handled beyond what is necessary to inspect it, resulting in a reduction in value.
For standard returns, original delivery costs paid at checkout are not refunded.
If your order qualified for free delivery, we do not charge you for the original delivery.
You are usually responsible for the cost of returning the item unless the item is faulty, incorrect, or we have stated otherwise. Returns for UK customers are currently free.
Cancellation rights do not apply to certain items, including items made to your specification, personalised items, sealed goods that are not suitable for return for hygiene reasons once unsealed, or other items exempt under applicable law.
This section does not affect your rights if an item is faulty, not as described, or not fit for purpose.
18. Refused, failed or unclaimed deliveries
If a parcel is refused, unclaimed, returned to sender, or cannot be delivered because of incorrect or incomplete address information, we may deduct any shipping, return, courier, customs or handling costs from your refund where permitted by law.
If your order is returned to us by the courier, we will contact you once it has been received and processed.
If you would like the order to be resent, additional delivery charges may apply.
We are not responsible for delays or failed deliveries caused by incorrect information provided at checkout.
19. Items that cannot be returned
Certain items cannot be returned unless faulty, incorrect, or agreed by us.
This may include:
Gift cards
Items that have been worn, washed, altered, damaged or used
Items with marks, stains, odours, perfume, makeup, deodorant or signs of wear
Items missing original tags, labels or packaging where applicable
Items that are not suitable for return for hygiene reasons once unsealed
If you are unsure whether an item can be returned, please contact us before sending it back.
20. Product care and condition
You are responsible for following the care instructions provided with the product, on the product page, or on the garment label.
We are not responsible for damage caused by incorrect washing, drying, ironing, steaming, storage, stain removal, or general misuse.
Some of our products are made using natural fibres such as cotton and linen.
Natural fabrics may crease, soften, shrink slightly, or change with wear and washing. This is part of the nature of the fabric and does not usually indicate a fault.
Returned items must be in a clean, unworn and resaleable condition unless the item is faulty.
21. Contact information
Questions about returns, exchanges or refunds should be sent to:
Customer support: support@jawda.co.uk
Company: Jawda Limited
Company number: 14335783
Registered in: England and Wales