Refund policy

At Jack’s Pals, we accept returns for damaged, faulty or incorrectly supplied products, and where required by consumer law. We do not offer additional voluntary returns outside these rights.

Damaged, faulty or incorrect products

Contact jackspalsmt@gmail.com with your order number and a description of the problem. Where possible, include photographs of the product and packaging to help us assess it.

Please report delivery damage promptly. This does not limit your statutory rights.

Where a product is faulty or does not match its description, we will provide the remedy required by law, which may include repair, replacement, a price reduction or a refund. Necessary return costs for valid claims will be covered by Jack’s Pals.

Products benefit from the applicable legal guarantee, including a minimum two-year guarantee against lack of conformity. Damage caused by misuse, chewing, accidents or normal wear is not a manufacturing defect.

Your 14-day cancellation right

For online purchases, you may cancel without giving a reason by notifying us within 14 days after receiving your product.

Email jackspalsmt@gmail.com, then return the goods within 14 days of notifying us. You pay the direct return cost for change-of-mind returns.

You may inspect the product as you would in a shop. We may deduct any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

Cancellation refunds

We refund payments, including standard delivery charges, within 14 days of your cancellation notice. We may withhold payment until we receive the goods or proof of return, whichever comes first.

Refunds use the original payment method unless you expressly agree otherwise, without refund fees. For cash-on-delivery orders, we will agree a suitable repayment method with you.

Returns

Contact us for return instructions. Contacting us does not make your statutory cancellation right subject to approval.

Optional cancellation form

To Jack’s Pals at the address above or jackspalsmt@gmail.com:

I give notice that I cancel my purchase of:
Order number:
Date received:
Customer name and address:
Date:

You may use this form or any other clear cancellation statement.

Nothing in this policy limits your statutory consumer rights.