Refund policy

Last updated: February 25, 2026

1. Our Commitment to Fair Returns

At Jguss, we aim to provide a reliable and transparent shopping experience for all customers purchasing clothing and fashion accessories. If you are not satisfied with your order, we offer a structured return and refund process designed to be fair, consistent, and compliant with UK consumer protection laws.

This policy operates alongside your statutory rights under:

  • The Consumer Rights Act 2015
  • The Consumer Contracts Regulations 2013

Nothing in this policy limits or overrides your legal rights.

2. Return Window

You may request a return within 30 days from the date your order is delivered.

  • The return period begins on the date the courier confirms delivery
  • Requests submitted outside this timeframe may be declined unless required by law

3. Eligibility Conditions for Returns

To qualify for a return, all items must meet the following conditions:

  • Unworn (except for reasonable try-on)
  • Unwashed
  • Free from stains, odours, deodorant marks, makeup, or pet hair
  • In original condition
  • All original tags attached and intact
  • Returned in original or equivalent protective packaging

Items that do not meet these conditions may:

  • Be refused, or
  • Be subject to a deduction reflecting diminished value, as permitted under UK law

3.1 Reasonable Try-On

Customers may try on clothing to assess fit and appearance in a manner comparable to a physical retail environment.

Use beyond reasonable inspection may render the item ineligible for return.

3.2 Hygiene-Sensitive Items

For hygiene and safety reasons, the following items may not be eligible for return if seals or tags are removed:

  • Underwear
  • Swimwear
  • Bodysuits
  • Earrings
  • Any item explicitly marked as non-returnable

This restriction does not affect your statutory rights if an item is faulty or not as described.

4. Return Authorization (RMA Required)

All returns must be authorised prior to shipment.

To initiate a return, contact:
support@jguss.com

Please include:

  • Order number
  • Full name
  • Reason for return
  • Photo evidence (for damaged or defective items)

If approved, you will receive:

  • A Return Merchandise Authorization (RMA) number
  • Return address
  • Detailed return instructions

Returns sent without authorisation may be delayed, rejected, or returned to sender.

5. Return Costs & Responsibility

5.1 Damaged, Defective, or Incorrect Items

If your item is:

  • Damaged in transit
  • Faulty or defective
  • Not as described
  • Incorrect

We will:

  • Cover 100% of return shipping costs
  • Provide a prepaid return label where applicable
  • Offer a replacement or full refund

In certain cases, we may issue a refund or replacement without requiring the item to be returned.

5.2 Change-of-Mind Returns

If returning due to:

  • Style or preference
  • Size or fit
  • Colour selection
  • No longer required

You are responsible for return shipping costs.

Additional conditions:

  • No restocking fees are charged
  • Refunds apply to the product price only
  • Original shipping costs are non-refundable unless required by law

6. Return Shipping Requirements

To ensure safe return handling:

  • Returns must be shipped using a tracked delivery service
  • You remain responsible for the item until it is delivered to our facility

Recommended carriers include:

  • Royal Mail
  • DPD
  • DHL
  • Parcelforce

We are not responsible for lost return shipments unless a prepaid label issued by us is used.

7. Inspection & Refund Process

7.1 Inspection

Once received:

  • Returns are inspected within 1–2 business days
  • Items are checked for compliance with return conditions

7.2 Refund Approval

If approved, you will receive confirmation via email.

7.3 Refund Timeline

  • Refunds are issued within 7 business days of approval
  • Funds are returned to the original payment method

Please note:

  • Financial institutions may require additional processing time
  • We are not responsible for banking delays

If your refund has not appeared after 7 business days, contact your payment provider before reaching out to us.

8. Exchanges

8.1 Defective or Incorrect Items

We provide free replacements for:

  • Damaged goods
  • Manufacturing defects
  • Incorrect items

Replacement dispatch may occur immediately where appropriate.

8.2 Change-of-Mind Exchanges

For exchanges based on preference:

  • The original item must be returned first
  • After inspection (up to 48 hours), a replacement will be dispatched

Alternatively, you may request a refund and place a new order.

9. Lost or Damaged Return Shipments

Customers are responsible for returned items during transit unless a prepaid return label is provided.

If a return is:

  • Lost
  • Damaged
  • Incomplete

You must:

  • File a claim with the courier
  • Provide valid tracking documentation

We will reasonably assist in resolving courier disputes where possible.

10. Order Cancellations

Orders may be cancelled within 24 hours of purchase, provided they have not entered fulfilment.

After this period:

  • Cancellation may no longer be possible
  • The item must be returned after delivery in accordance with this policy

To cancel an order, contact:
support@jguss.com

11. Risk of Loss & Delivery Confirmation

Risk of loss transfers to the customer once the parcel is marked as delivered by the courier.

  • Courier delivery confirmation, including photo evidence where available, constitutes proof of delivery
  • If you cannot locate your parcel after confirmed delivery, contact us promptly for assistance

12. Non-Returnable Items

The following items may not be eligible for return:

  • Worn or washed items
  • Items with removed or damaged tags
  • Hygiene-sensitive products with broken seals
  • Custom or personalised items
  • Returns submitted without prior authorisation

Exceptions apply where required by law.

13. Product Variation Disclaimer

Minor variations in colour, stitching, fabric texture, or fit may occur due to:

  • Screen and device display differences
  • Lighting conditions
  • Manufacturing tolerances

Such variations do not constitute defects unless the item is materially different from its description.

14. Chargeback Prevention & Resolution

We strongly encourage customers to contact us directly before initiating a chargeback.

All claims are handled promptly and in accordance with this policy.

Unjustified chargebacks may be formally disputed using:

  • Delivery confirmation records
  • Order verification data
  • Fraud prevention checks
  • Customer communication logs

15. Your Statutory Rights

Nothing in this policy limits your legal rights under:

  • The Consumer Rights Act 2015
  • The Consumer Contracts Regulations 2013

Where a product is faulty, not as described, or unfit for purpose, your statutory rights will always prevail.

Store Information

Operating Name: Jguss
Email: support@jguss.com
Address: 1 Danes Way, Daventry International Rail Freight Terminal, NN6 7FT
Phone: +44 7520676681
Customer Service Hours: Monday–Friday | 09:00–17:00 (GMT – London)
Response Time: 12–24 business hours