Returns & Refunds Policy

Return & Refund Policy

At Jass London, we are committed to your complete satisfaction with every purchase. We take pride in the quality and craftsmanship of our products, and we stand behind everything we create.

 

Our Quality Promise

We carefully produce and dispatch each order to ensure it arrives in perfect condition. Should your item arrive damaged, faulty, or not as described, we will make it right. You have 30 days from receipt to inspect your order, and if you discover any issue, please contact us immediately at support@jasslondon.co.uk with your order number, a description of the concern, and clear photographs showing the fault and any packaging damage.

We will promptly offer you either a full refund, including all delivery charges, or a complimentary replacement at your preference. We will also arrange and cover the return of the faulty item.

Please note for wallcoverings and murals: we ask that you inspect these items carefully before installation, as we cannot accept responsibility for issues reported after the product has been cut or hung, since any faults would be visible during pre-installation inspection. While we will gladly replace any genuinely defective product, we are unable to cover any professional installation or decorator costs associated with wallpaper that has already been hung.

Standard Returns

In accordance with the Consumer Contracts Regulations 2013, you have certain statutory rights when purchasing online. Should you wish to return an eligible item, you may do so within 14 days of receiving your order.

To initiate a return, please contact our team at support@jasslondon.co.uk within this timeframe, providing your order number and reason for return. We will respond with authorization and detailed instructions. Items must be returned in their original, unused, and saleable condition, in original packaging where possible. Return shipping costs are the responsibility of the customer, and we recommend using a tracked service for your protection.

Once we receive and inspect your return, we will process your refund within 7 working days to your original payment method. For standard returns, this includes the full item price plus our standard delivery charge. Please allow 3-5 additional business days for funds to appear in your account.

Items Created Especially for You

Due to their bespoke nature, certain products cannot be returned under standard return rights, as they are created specifically to your requirements and specifications. These include custom-made wallcoverings, murals made to your measurements, personalized canvas prints, and other made-to-order items. Additionally, sealed hygiene products such as natural silk pillowcases, cushion covers, and cushion pad inserts cannot be returned once the seal has been opened, in accordance with health and hygiene regulations. Gift cards are also non-returnable.

If you have questions about whether your item is eligible for return, our customer care team is happy to clarify before you place your order.

Order Modifications

You may cancel any order for a full refund before production begins. For bespoke items, production commences once your specifications, proofs, and measurements are confirmed. Please contact support@jasslondon.co.uk as soon as possible if you need to make changes. Once production has started on a custom-made item, cancellation is not possible as materials have been committed, and the item is being created exclusively for you.

 

Exchanges

Should you prefer a different item, we invite you to return your eligible purchase following the process above and place a new order at your convenience.

 

Damaged Or Faulty Items

If your item arrives damaged or defective, please contact us within 14 days at support@jasslondon.co.uk and include your order number, clear photos of the issue, and a short description. We will arrange a replacement immediately with no return fees and provide a free return label if needed.

Your statutory rights for faulty goods remain fully protected.

Color Representation

We strive for the highest accuracy in displaying product colors on our website. However, variations in screen settings, monitors, and device displays mean that the color you view may differ slightly from the finished product. These minor variations are inherent to digital displays and do not constitute a fault.

 

Need Help?

Our customer care team is always available to assist you at support@jasslondon.co.uk. We typically respond within 24-48 business hours during weekdays and are here to ensure your experience with Jass London exceeds your expectations.