Online returns and refunds

Updated 24 September 2026. This policy applies to online purchases from Jacu. Orders placed before this update retain any more generous return terms offered at the time of purchase, including the previously advertised 30-day period to request a return. Your statutory rights are not affected.

Changing your mind

You can cancel an online purchase without giving a reason. Tell us within 14 calendar days, starting the day after you or your nominated recipient receives the goods. For one order delivered in separate parts, the period starts the day after the last item is received. You may also cancel before delivery.

After telling us, send the goods back without undue delay and within a further 14 calendar days. You must send them within this period; they do not have to arrive back with us within 14 days of your original delivery.

The same cancellation and return rights apply to full-price and sale items.

How to cancel and return

Email support@jacu.uk, call 01628 482248, or write to us at the address below with a clear statement that you wish to cancel. Please include your name, order number or other proof of purchase, and the items you are returning. You do not need our approval to exercise your statutory right to cancel, and you do not have to give a reason or use a particular form.

Send returns to:
Jacu — Online Returns
3–5 Quoiting Square, Oxford Road
Marlow
Buckinghamshire
SL7 2NH
United Kingdom

Pack items securely and keep evidence of posting. We recommend a tracked service. For change-of-mind returns, you pay the direct cost of return postage where we informed you of this before purchase. If we did not, we will bear that cost. For faulty, damaged or misdescribed goods, contact us so we can arrange an appropriate return; we cover reasonable return costs where required by law.

Trying on and caring for your items

You may inspect and try on clothing as you would in a shop. Please keep tags attached where possible and return the original packaging if available. Missing packaging or removed tags do not automatically remove your statutory cancellation rights.

If handling beyond what is necessary to establish the nature, characteristics and functioning of the goods reduces their value, we may make a proportionate deduction for that reduction, where permitted by law. This may include wearing, washing, altering or damaging a garment beyond ordinary inspection. We will explain any deduction. We do not charge a restocking or administration fee for statutory cancellation.

Your refund

For a change-of-mind cancellation, we will refund you without undue delay and no later than 14 calendar days after we receive the returned goods or evidence that you sent them back, whichever is earlier. We may withhold the refund until one of those events occurs. If no goods have been supplied, we will refund you within 14 calendar days of being told that you are cancelling.

We refund the price paid for the returned items, subject only to any lawful deduction for diminished value. If you cancel the whole order, we also refund the cost of our least expensive standard delivery option. Any extra amount paid for an upgraded delivery service is not refundable under the change-of-mind cancellation rules.

Refunds are made using your original payment method unless you expressly agree otherwise, with no refund fee. Your payment provider may take additional time to display the credit.

Faulty, damaged or misdescribed goods

Your rights for faulty goods are separate from the change-of-mind cancellation period. Under UK consumer law, you normally have 30 days from delivery to reject goods that are faulty, not as described or not fit for purpose and receive a full refund. Rights continue after 30 days, usually with repair or replacement first and a refund or price reduction where the law provides. Contact us at support@jacu.uk for help.

For a statutory rejection of faulty goods, we issue any refund due without undue delay and within 14 days of agreeing that you are entitled to it. We bear reasonable return costs. Sale items have the same statutory protection. Our separate 10-Year Quality Guarantee is additional to these rights and does not replace them.

Exceptions

The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, or to sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed. Ordering a standard size or colour does not, by itself, make an item personalised. Exceptions do not remove your rights where goods are faulty or misdescribed.

Exchanges

If you would like a different size or item, contact us to check availability. You can return your original purchase under this policy and place a new order. Stock is limited, so we cannot guarantee an exchange.

Customers outside the UK

We offer the change-of-mind timeframes above for our online orders. Nothing in this policy limits any mandatory consumer rights that apply in your country.

Optional cancellation form

You may use the following wording, but you do not have to:

To Jacu, 3–5 Quoiting Square, Oxford Road, Marlow, Buckinghamshire, SL7 2NH, United Kingdom; support@jacu.uk:
I hereby give notice that I cancel my contract of sale of the following goods:
Goods / order number:
Ordered on / received on:
Consumer name:
Consumer address:
Signature (only if sending this form on paper):
Date: