Refund policy

Returns & Shipping Policy – MyJaecoo

Contact Email: Hello@myjaecoo.co.uk

📦 Shipping

  • Orders will be shipped via courier (typically Royal Mail, but may vary depending on parcel size/weight).

  • Tracking details will be provided once your order is dispatched.

  • Please check tracking regularly. Delays can happen, and any parcel delayed by more than 3 weeks may be considered lost, at which point we will file a claim with the courier before taking further action.

  • Incorrect delivery details provided by the customer are the customer’s responsibility, and no refund or replacement will be issued in such cases.

🔄 Returns Policy

  • Change of Mind 

    • You have the right to cancel your order within 14 days of delivery (“cooling-off period”).

    • Once cancellation is requested, you must return the goods within 14 days.

    • Items must be:

      • Unused, uninstalled, and in original condition.

      • Returned in the original packaging (securely packed).

    • Refunds will include the original delivery cost (up to the value of our standard delivery option).

    • Return postage is the customer’s responsibility

    • Refunds are processed within 5–7 working days after the returned item has been received and inspected.

      Faulty, Damaged or Incorrect Items 

      • If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos of the item and packaging.

      • Do not install or modify the product before contacting us.

      • If confirmed faulty, you are entitled to a repair, replacement, or full refund (including return postage).

      • Customers have the right to a full refund within 30 days if the product is faulty.

      • Beyond 30 days, we will offer a repair or replacement in the first instance. If this is not possible, a refund will be issued.

       

       

Custom Orders

  • Exclusions

    • Custom-made or personalised products cannot be cancelled or returned unless faulty.

    • Any product that has been installed, modified, scratched, bent, cracked, painted, or had adhesive backing tape removed cannot be returned.

🚫 Wrong or Missing Items

  • If you receive the wrong item, contact us immediately with photos and your order number. We will arrange a return and send the correct product at no extra cost.

  • If an item is missing from your order, you must notify us within 7 days of delivery.

Transport Damage

  • If your order arrives damaged:

    • Do not install the product.

    • Contact us immediately with photos of both the product and the shipping box.

  • Installed products cannot be claimed for shipping damage.

Refund Processing

  • Refunds are processed within 5–7 working days after the returned item has been received and inspected.