Our Warranty

We offer a 12 month warranty on all of our new products.

We offer a 6 month warranty on all of our Grade B / Unused returned products.

Arranging A Collection

If you would like to arrange a collection to return your item, please contact our customer service team by emailing sales@jackstonehouse.com.

Please ensure that you are at home during the arranged collection time and that there are no other items outside.

We are not liable for any items collected in error that were not part of the arranged return.

If you choose our collection service for an unwanted return, a collection fee of £15 applies to the first item, plus £10 for each additional item included in the same collection.

When to return?

Changed your mind about your order? Not a problem – simply let us know within 30 days of receipt of your goods that you wish to return your unwanted goods. You then have a further 30 days to return the item(s) to us. Information regarding the return of damaged goods can be found at the bottom of this returns policy. Please be aware that we will need to inspect and approve a return before issuing any refunds.

Returning an item?

If you are returning an item back to ourselves for any reason whether it is unwanted or faulty, please follow the below image examples of what returns we do accept and do not accept. Please note if you return an item that looks like the unaccepted returns you could be liable to receiving a partial refund.

How to return?

We kindly request that you put your returns request in writing to us and state whether you would like a refund, exchange, or replacement. If you have purchased your item via our website, please inform us of your request via email at sales@jackstonehouse.com. If you have purchased your item via a third party sales channel such as eBay or Amazon, please inform us of your request via the respective third party chat/email.

Please note that you are liable for any transportation costs incurred to return your item(s).

Please be aware that any unwanted goods should be returned to us unused, in their original packaging, and in the condition in which you received them. Please check that all instructions and fixings for your item are included with your return.

If your order comes in multiple boxes, please ensure that all parts are returned to us in their original packing and in their original received condition.

Please ensure that you also request proof of postage from your chosen courier and notify us of your return tracking information at sales@jackstonehouse.com.

If you have any questions about returning goods, please don’t hesitate to get in touch with our friendly customer service team.

Getting a refund

The team processes the refund to your original method of payment within 3-5 working days of confirming that we have received your item(s). The return of the funds into your account is then dependent on the end processor, e.g., your bank, PayPal, Amazon Pay, etc.

For items that are returned to us as unwanted, we will refund the original paid price of the item itself only - the delivery charge is not included in your refund.

If you have requested a replacement or exchange of your goods, this will be sent out once we have received and approved your return.

We reserve the right to withhold part or all of a refund should any unwanted goods not be returned to us in their original condition. A re-stocking fee may also apply.

If you would like an update on the status of your refund, exchange or replacement please contact our team.

Returning faulty products?

All items should be checked upon delivery, even if you are not planning on using your item straight away. Although we strive to ensure that all of our products are carefully packaged and delivered to our customers, unfortunately there may be rare occasions when an item arrives faulty or damaged.

In the event of receiving a faulty item, we please ask that you either:

Reject the item upon delivery

OR

Sign for the item as damaged and then forward on details of the issue plus any supporting images within 3 working days to sales@jackstonehouse.com

Please be aware that we cannot accept damaged claims after 3 working days of receipt of the order.

Any replacements for items that have been agreed upon by our team as faulty/damaged will be sent to you free of postage charges.

CONTACT INFORMATION

Contact telephone: 01604 537900

Contact email: sales@jackstonehouse.com

We are open:

Monday - Friday: 9.30am - 5pm

Saturday - Sunday: Closed

Telephone hours:

Monday - Thursday: 9.30am - 4pm

Friday: 9:30am - 2pm

Saturday - Sunday: Closed

Bank Holidays - Please note over the bank holiday periods it may take us longer to respond to your enquiry as we are closed.