10-Year Quality Guarantee

Jacu 10-Year Quality Guarantee – Terms and Conditions

Effective from 1st June 2024

1. Overview
Jacu Ltd (“Jacu”), a registered business based in Marlow, Buckinghamshire, offers a voluntary 10-Year Quality Guarantee on eligible products purchased directly from Jacu’s physical shop or official website.

2. Guarantee Provider
This guarantee is provided solely by Jacu Ltd. It is not issued by any product manufacturers or designers, and it operates in addition to your legal rights under UK consumer law and any manufacturer warranty.

3. Duration and Coverage
The guarantee is valid for ten (10) years from the original date of purchase. It covers manufacturing defects relating to materials and workmanship on items originally priced at over £75.

4. Remedies Offered
At Jacu’s discretion, eligible items may be:

• Repaired
  
  
• Replaced with a comparable item
  
  
• Reimbursed via a time-adjusted voucher (based on a 10-year straight-line depreciation)
  
  

5. Exclusions
The guarantee does not cover:

• Damage due to normal wear and tear
  
  
• Misuse, accidental damage, neglect, or failure to follow care instructions
  
  
• Alterations or repairs by third parties
  
  
• Items purchased second-hand or from unauthorised resellers
  
  

6. Sale Items
Sale items are eligible if:

• The original, non-discounted price exceeded £75
  
  
• A valid receipt is provided by the customer
  
  

7. Proof of Purchase

• Loyalty scheme members may not require a receipt for non-sale items
  
  
• All other customers must provide proof of purchase (e.g. receipt or confirmation email)
  
  

8. Inspection and Process
For claims made solely under this voluntary guarantee, customers are responsible for postage when sending items for evaluation. Repairs may be carried out by Jacu or returned to the original designer or manufacturer. Where identical materials are not available, close alternatives will be used. Colour or material may vary slightly.

9. Force Majeure
Jacu shall not be held liable for delays or inability to fulfil the guarantee where caused by circumstances beyond its control, including but not limited to natural disasters, global supply chain issues, or acts of government.

10. Right to Decline
Jacu reserves the right to decline claims where:

• The item is not eligible under the scheme
  
  
• There is evidence of misuse or dishonest behaviour
  
  
• Claims are excessive or repeated in a manner inconsistent with intended use
  
  

11. Statutory Rights
This guarantee does not affect your statutory rights under the Consumer Rights Act 2015 and other applicable UK legislation.

12. Governing Law This guarantee is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

This voluntary guarantee is additional to your statutory consumer rights. Its price threshold, receipt conditions and voucher remedy do not restrict those rights. If the law entitles you to a refund, you do not have to accept a voucher. We cover reasonable return costs for statutory faulty-goods claims as required by law. See our Returns & Refunds Policy.

It covers manufacturing faults on eligible items — things like stitching coming undone, zips breaking unexpectedly, or buttons falling off too soon. These are issues caused by how the item was made, not by general use or accidents.

We don’t cover:

• Normal wear and tear (fading, scuffs, bobbling, etc.)
• Damage caused by misuse, incorrect washing, or accidents
• Items that have been altered or repaired by someone else
• Items bought second-hand or from unauthorised sellers

But we’ll always take a look — and we may still be able to help with a paid repair.

Not at all! This guarantee is in addition to your statutory rights under the Consumer Rights Act 2015. You’re still fully protected by law.

This voluntary guarantee is additional to your statutory consumer rights. Its price threshold, receipt conditions and voucher remedy do not restrict those rights. If the law entitles you to a refund, you do not have to accept a voucher. We cover reasonable return costs for statutory faulty-goods claims as required by law. See our Returns & Refunds Policy.

To be eligible:

• The item must have cost over £75 at full price
• It must have been purchased directly from our Marlow store or our website
• You need to have proof of purchase, unless you're a loyalty member and it's not a sale item
• It must be within 10 years of the original purchase date

Yes — but only if the original (pre-discount) price was over £75, and you can show your receipt. No receipt, no cover for sale items (even for loyalty members).

• Loyalty members: No receipt needed for non-sale items — we can usually find your order
• Non-loyalty customers: You’ll need a receipt or order confirmation
• Sale items (everyone): Receipt required

If we can’t repair or replace it, we’ll offer you a Jacu voucher for the item’s remaining value. For example, if the item was £100 and is 3 years old, we may issue a £70 voucher.

This voluntary guarantee is additional to your statutory consumer rights. Its price threshold, receipt conditions and voucher remedy do not restrict those rights. If the law entitles you to a refund, you do not have to accept a voucher. We cover reasonable return costs for statutory faulty-goods claims as required by law. See our Returns & Refunds Policy.

For claims made solely under this voluntary guarantee, you cover the postage costs to send the item to us. If it’s a manufacturing fault and qualifies under the guarantee, we’ll cover the rest — including return postage.

This voluntary guarantee is additional to your statutory consumer rights. Its price threshold, receipt conditions and voucher remedy do not restrict those rights. If the law entitles you to a refund, you do not have to accept a voucher. We cover reasonable return costs for statutory faulty-goods claims as required by law. See our Returns & Refunds Policy.

We offer a paid repair service for things like customer damage, general wear, or even if the guarantee period has passed. We’ll let you know the cost upfront and always aim to be reasonable.

Great news: we’ve backdated the guarantee! If you bought a non-sale item for over £75 in the 12 months before 1st June 2024, it’s covered too (receipt required unless you’re a loyalty customer).

Yes — as long as they can provide the original receipt (or they’re a loyalty customer using the original account). The guarantee follows the item, not the person who paid for it.

Unfortunately, without proof of purchase, we may not be able to honour the guarantee. We recommend joining our loyalty scheme for easier tracking in future.

Absolutely! We’re happy to assess items in person. Just bring the item and your proof of purchase (if needed), and we’ll guide you through the next steps.

We do our best to be fair and reasonable — and we’re always happy to explain our decisions. If you’re ever unsure or unhappy, please talk to us directly and we’ll review the case again where appropriate.

We aim to restore your item as close to its original condition as possible, using similar materials and hardware. However, if the exact components are no longer available, we’ll use the closest suitable match — quality and function will always come first.

Yes — Jacu vouchers can be used either in our Marlow shop or on our website. They are valid for 6 months from the date of issue.

This voluntary guarantee is additional to your statutory consumer rights. Its price threshold, receipt conditions and voucher remedy do not restrict those rights. If the law entitles you to a refund, you do not have to accept a voucher. We cover reasonable return costs for statutory faulty-goods claims as required by law. See our Returns & Refunds Policy.

If the individual item within the offer was worth over £75 at full value, it may still qualify. We’ll assess each case based on the item’s actual value at the time of purchase.

Yes — as long as you bought directly from the official Jacu website, and the item meets the eligibility criteria.

There’s no fixed limit, but repeated claims on multiple items may be reviewed. We reserve the right to decline claims we believe are not in line with the spirit of the guarantee.