Return & Cancellation Policy

Jones & Williams – www.jonesandwilliams.co.uk
Last updated: 01 August 2025

We aim to ensure customer satisfaction with every order. However, if you are not fully satisfied with your purchase, you may be eligible to return the item under the conditions outlined below.

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1. Return Eligibility

You have the right to return your order within 14 calendar days of receiving it, provided that:

• Items are unused, unworn, unwashed, and in original condition

• All tags and labels must remain attached

• Items show no signs of wear, damage, or hygiene issues

• Return costs, including international shipping and customs, are fully at your expense

• Trying on an item is allowed; wearing it is not

• Bulk returns from size sampling (ordering multiple sizes to keep only one) are not permitted

📌 Note: We do not offer free returns.

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2. How to Initiate a Return

To request a return:

1. Email us at info@jonesandwilliams.co.uk within 14 days of delivery

2. Include the following information:

   • Order number

   • Reason for return

   • Full name and delivery address

   • Photo(s) of the item (if damaged or incorrect)

3. We will send you the correct return address of our supplier (based in Asia)

4. Ship the item back at your own cost using a tracked service

⚠️ Returns sent without prior approval or to the wrong address will be refused.

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3. Return Processing

• All returned items are inspected

• Returns are processed within 7 business days of receipt

• Refunds are issued via the original payment method within 14 calendar days after approval

• A valid tracking number is required for refund processing

• Original shipping fees are non-refundable

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4. Exchanges

We do not offer direct size exchanges due to international logistics.
Instead, please return the original item for a refund and place a new order.

Defective or incorrect items will be replaced at no cost after photo verification and approval.

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5. Order Cancellation Policy

You may cancel your order within 14 calendar days if the item has not yet shipped.
Due to automated processing, we cannot cancel an order once it has been dispatched.

To cancel:

• Email info@jonesandwilliams.co.uk with your order number and cancellation request

• If the item has already shipped, wait for delivery and follow the return process

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6. Refunds After Cancellation

If you cancel an order or return a product, you will be refunded the item price only.
Shipping costs are not refundable unless required by law.

Refunds are issued:
✔️ Within 14 days of receiving and approving the returned item
✔️ To the same payment method used for the original purchase

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7. Exceptions to the Return Policy

We do not accept returns for:

• Personalised, custom-made, intimate or hygiene-sensitive products

• Items showing visible signs of use, damage, or modification

• Returns without prior approval or required documentation

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8. Return Address

All returns are handled through our central warehouse in Asia.
The exact return address will be provided after your request is approved.
Returns sent without prior authorisation or to the wrong address are not our responsibility.

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9. Liability Disclaimer

• Jones & Williams is not liable for lost returns if the parcel shows as delivered by the courier

• The customer is responsible for providing a correct shipping address

• Address errors must be reported within 24 hours of placing the order

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10. Contact

For return-related enquiries, contact us at:
📧 info@jonesandwilliams.co.uk
🕘 Monday – Friday: 9:00 AM – 5:00 PM
🕙 Saturday – Sunday: 10:00 AM – 5:00 PM

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Legal Notice

Jones & Williams is operated by:
KB Enterprise B.V.
Maracas 25
3068LT Rotterdam
The Netherlands
VAT Number: NL866838879B01
Registered with the Dutch Chamber of Commerce

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Thank you for shopping with Jones & Williams.
We appreciate your trust and aim to make returns as smooth and transparent as possible.