Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@jenningsandmccullen.co.uk. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@jenningsandmccullen.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@jenningsandmccullen.co.uk.

Bespoke Items – No Cancellation Policy

Bespoke and Made-to-Order Products

Certain products offered are bespoke or made-to-order, meaning they are manufactured specifically to your requirements. This may include items customised by size, material, finish, colour, design, or any other specification chosen by you at the time of ordering.

No Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to goods that are made to the consumer’s specifications or clearly personalised.

As a result, orders for bespoke or custom-made items cannot be cancelled once production has begun.

Order Confirmation

When placing an order for a bespoke item, you confirm that:

• The product is being made specifically to your chosen specifications

• You acknowledge and accept that the order cannot be cancelled or refunded once production has started

• All measurements, finishes, and options provided at the time of order are accurate and final

Changes to Orders

If you need to make a change to your order, please contact us as soon as possible after placing it. While we will try to accommodate changes where possible, we cannot guarantee modifications once production has started.

Faulty or Damaged Items

This policy does not affect your statutory rights. If a bespoke item arrives faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.

Contact

If you have any questions about bespoke orders, please contact us before placing your order so we can ensure your requirements are correct.