Refund policy

Returns & Refunds Policy

Last updated: 27 October 2025
Who we are: JacuX, 37 West Street, Marlow, Buckinghamshire, ENG, SL7 2LS, United Kingdom
Contact: info@jacux.com

This policy explains how to return items purchased from JacuX and how refunds are handled. It works alongside our Terms of Service and any local consumer rights that apply where you live.

Quick summary
• Return window: 30 days from delivery
• Change‑of‑mind returns: You pay return postage (tracked service recommended)
• Original shipping: Non‑refundable unless we’re at fault or you use a statutory cooling‑off right (see UK/IE/EU)
• Exclusions: Earrings, underwear, and swimwear (if hygiene seal removed); personalised/custom items; final‑sale items (unless faulty)
• How to start a return: Email info@jacux.comm with your order number and the items you wish to return

1) Eligibility & condition of items

To be eligible for a return, items must be unworn, unwashed, and in resaleable condition with all original tags attached and hygiene seals intact (where applicable). Please take care when trying items on. We may decline returns that show signs of wear, damage, odour, alteration or removal of tags/seals.

2) What you can’t return (unless faulty)

  • Earrings, underwear, and swimwear where the hygiene seal is broken/removed

  • Personalised, customised or made‑to‑order items

  • Final‑sale or “non‑returnable” marked items

  • Gift cards

3) Who pays return postage

For change‑of‑mind returns you pay the cost of return postage. We recommend a tracked service and retaining proof of posting. If an item is faulty or not as described, contact us first and we’ll repair/replace or refund in line with your local rights and—where we request a return—cover or reimburse reasonable return costs.

4) How to return an item (step‑by‑step)

  1. Email info@jacux.com with your order number, the item(s) you’re returning, and the reason.

  2. We’ll reply with the return address and a Return Reference.

  3. Pack the item(s) securely (original packaging where possible). Include your Return Reference inside the parcel.

  4. Send using a tracked service and keep your receipt until your refund is processed.

  5. We’ll email you when we’ve received and inspected your return.

If a parcel is returned to us as undeliverable (incorrect address or not collected), we can refund the item(s) minus original shipping or re‑ship for an additional postage fee.

5) Exchanges

The fastest way to get the size/colour you want is to return for a refund and place a new order. If you prefer a like‑for‑like exchange, ask our team—exchanges are subject to stock.

6) Refunds – method & timing

  • Method. Approved refunds are issued to your original payment method. We can’t refund to a different card or account.

  • Timing. We typically process refunds within 5 business days of receiving your return. Your bank or card provider may take up to 10 additional business days to post the funds.

  • Shipping fees. Original shipping charges are non‑refundable unless we made an error, the goods are faulty, or you use a statutory right that requires us to refund standard delivery (see Section 8).

  • Partial returns. If you keep part of your order, shipping paid at checkout is not refunded unless required by law.

7) Faulty, damaged or incorrect items

If your item is faulty, damaged in transit, or not what you ordered, contact us within 14 days of delivery. Please include photos of the issue and the packaging if damaged. We’ll arrange repair, replacement or refund in line with your local consumer law and our stock availability. Where we request a return, we’ll cover or reimburse reasonable return postage.

8) UK / Ireland / EU statutory right to cancel (distance selling)

If you are in the UK, Ireland or EU, you have a legal right to cancel most online purchases within 14 days from the day after you (or someone you nominate) receive the goods.
How to cancel: email info@jacux.com with your order number and a clear statement that you wish to cancel (you may use the template below).
Returning the goods: send them back within 14 days of telling us you’re cancelling. You are responsible for the cost of return unless the item is faulty or not as described.
Refunds: we will refund the price paid and the standard delivery cost (if charged) within 14 days of receiving the goods back or proof of return. We do not refund any premium/express delivery paid.
Exclusions: sealed items not suitable for return due to health protection or hygiene reasons once unsealed; personalised items; and other exclusions permitted by law. Your statutory rights are unaffected.

Model cancellation form (optional)
I hereby give notice that I cancel my contract of sale for the following goods: [details].
Order number: [ ]
Name: [ ]
Address: [ ]
Email: [ ]
Date: [ ]

9) Country/Region supplements

United States
Your statutory rights vary by state. Nothing in this policy limits any rights that cannot be limited by law. Applicable sales tax and shipping are non‑refundable unless required by law.

Canada
Refunds comply with applicable provincial consumer protection laws. GST/HST and any PST/QST handling follows local rules.

Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

New Zealand
Nothing affects your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. If you purchase for business purposes, you agree the CGA does not apply.

10) Gifts and gift receipts

  • If the item was marked as a gift at purchase and shipped directly to you, we can issue a gift credit for the value of your return once received.

  • If the item wasn’t marked as a gift, we’ll refund the original purchaser via the original payment method.

  • Gift cards are non‑refundable unless required by law.

11) Bundles, sets & promotional items

If your order included a bundle, set, or gift with purchase, you may need to return all associated items to receive a full refund. If you keep part of a bundle, we may refund proportionally or deduct the value of kept items.

12) Pre‑orders & backorders

Pre‑order dates are estimates. You may cancel a pre‑order for a full refund before dispatch. After dispatch, standard returns rules apply.

13) Changes to this policy

We may update this policy from time to time. We’ll post the latest version here and adjust the Last updated date above. If changes are significant, we’ll provide additional notice where required by law.

14) Contact us

Questions about returns or refunds?
Email: info@jacux.com
Post: JacuX, 37 West Street, Marlow, Buckinghamshire, ENG, SL7 2LS, United Kingdom