Return and Refund Policy
Returns & Refunds Policy
1. CAN I RETURN AN ITEM?
If your item is damaged, defective, incorrectly supplied, not as described, or you have simply changed your mind and wish to return it, please contact us at support@jsyhomes.uk or jsyhomesuk@gmail.com to start the returns process.
To help us process your request quickly, please provide your order number and, where applicable, clear photographs or videos showing the issue.
A member of our team will review your request and advise you of the next steps.
2. IS RETURNING HASSLE-FREE?
We aim to provide our customers with confidence when purchasing from JSY Homes and to make the returns process as straightforward as possible.
Once you contact us, our team will explain the applicable return procedure and any collection or return charges before the return is arranged.
3. HOW MANY DAYS DO I HAVE TO REQUEST A RETURN?
Most returns must be requested within 14 days of delivery, unless the item is custom-made or made to order.
Items must be returned in original retail condition, with all original packaging, accessories and components where applicable.
For items that are damaged, please contact us as soon as possible and provide your order number together with photographs or videos of the issue.
For unwanted or “changed my mind” returns, the original shipping cost is non-refundable. A £30 return shipping charge will apply per item/quantity returned, and items weighing over 50kg will also incur a £30 return shipping charge.
If JSY Homes arranges the collection on the customer's behalf, the applicable return collection charge will be confirmed before the collection is arranged.
The original delivery charge is non-refundable.
4. WHERE DO I RETURN THE ITEM?
Please contact us before sending any item back.
Je Vogue Ltd
17 Paterson Court
Hamilton
South Lanarkshire
ML3 7GW
United Kingdom
Alternatively, please email us to arrange the return or collection.
Items returned to this address may subsequently be forwarded to the relevant distribution centre for inspection and processing.
Please do not send an item back without contacting us first, as this may delay the processing of your return.
5. I DON'T WANT A REFUND — CAN I HAVE AN EXCHANGE OR HAVE THE ISSUE RECTIFIED?
If your item is damaged or defective and you would prefer an exchange, replacement or another appropriate solution, please contact us at:
support@jsyhomes.uk
jsyhomesuk@gmail.com
Please provide your order number and, where possible, photographs or videos showing the issue. This helps our team assess the problem and identify the most appropriate solution quickly.
Where appropriate, we may offer a replacement, repair, exchange or another suitable remedy.
6. HOW LONG WILL MY REFUND TAKE?
Refunds cannot always be processed immediately because processing times may vary between our internal systems and payment providers/banks.
We will process your refund as soon as reasonably possible.
Where a refund is due, it will be issued in accordance with applicable consumer law and our returns procedure.
7. HOW WILL I RECEIVE MY REFUND?
Refunds will normally be made to the same payment method used for the original purchase, unless we have expressly agreed an alternative arrangement with you.
8. ARE THERE ANY ITEMS I CANNOT RETURN?
Some items may not be eligible for return because of their nature, condition or because they have been made specifically for a customer.
Assembled products
Assembled products may not be eligible for return where they cannot be returned in their original retail condition.
All returned products must be in their original retail condition, with the original packaging and components where applicable.
Please note that sintered stone dining tables and coffee tables cannot be accepted for a change-of-mind return if the wooden base or frame has been dismantled or the product cannot be returned in its original retail condition.
Change-of-mind returns
For change-of-mind returns, the customer is responsible for arranging and paying the direct cost of returning the goods.
Where we arrange collection on the customer's behalf, the applicable collection charge will be confirmed before collection.
Mattresses
Due to their hygienic and intimate nature, mattresses are delivered sealed in clear protective plastic wrapping to allow inspection before opening.
Mattresses that have been unsealed or used may not be accepted for return, subject to applicable consumer law.
9. WHAT IF MY ITEM IS CUSTOM-MADE OR MADE TO ORDER?
Unfortunately, in most cases we cannot accept change-of-mind returns for custom-made or made-to-order items, as these products may have been specifically manufactured or prepared according to the customer's requirements.
Once production has commenced, cancellation may not be possible.
In some circumstances, we may be able to cancel an order before production or dispatch, although deductions may apply where permitted by law.
This does not affect any statutory rights you may have if the item is faulty, damaged or not as described.
10. WHEN CAN A REFUND BE REDUCED?
Where permitted by applicable consumer law, we may reduce a refund to reflect any diminution in value caused by handling of the goods beyond what would be reasonably necessary to inspect their nature, characteristics and functionality.
For example, if an item is returned in a condition that is significantly worse than when supplied because of unnecessary handling, damage or misuse, a deduction may apply where legally permitted.
Customers may not be entitled to a remedy for problems caused by:
- Damage caused by misuse or accidental damage after delivery.
- Attempts to repair or modify the product without our authorisation.
- Damage caused by incorrect assembly or installation where the customer was responsible for assembly.
- Specific defects or characteristics that were clearly disclosed to the customer before purchase.