Return Policy
We want every customer to be satisfied with their purchase. If you change your mind or experience an issue with your order, the following Returns, Exchanges & Refund Policy applies to purchases made through www.jskeuc.com.
Nothing in this policy limits or replaces any statutory rights available to consumers under applicable UK consumer law.
180-Day Extended Returns Policy
In addition to your statutory rights, we offer an extended return period of up to 180 days from the date you receive your order for eligible products.
To qualify under our extended returns policy, products must generally be:
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unused;
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unworn, where applicable;
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in their original condition;
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complete with original tags and accessories; and
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returned with suitable proof of purchase.
Where reasonably possible, products should also be returned in their original packaging.
This voluntary 180-day returns policy is additional to, and does not affect, your statutory consumer rights.
Your 14-Day Right to Cancel an Online Order
For most products purchased online, UK consumers have the right to change their mind and cancel the purchase without giving a reason.
You should notify us that you wish to cancel within 14 days after the day you receive the goods.
After notifying us of your decision to cancel, you should return the goods to us within a further 14 days.
You may inspect or handle a product only to the extent reasonably necessary to establish its nature, characteristics and functionality, similar to how you might examine it in a physical shop.
If the value of the goods has been reduced because they have been handled beyond what is reasonably necessary, we may make an appropriate deduction from the refund where permitted by law.
Certain statutory exceptions to the right to cancel may apply, including certain:
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personalised or custom-made products;
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perishable goods;
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sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed; and
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other products excluded from cancellation rights under applicable UK law.
These exceptions do not remove your rights if a product is faulty, not as described or otherwise fails to meet applicable statutory requirements.
Faulty, Damaged or Incorrect Products
If an item arrives:
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faulty;
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damaged;
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not as described;
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not fit for its intended purpose; or
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materially different from what you ordered,
please contact us as soon as possible at:
Your rights in these circumstances are separate from our voluntary 180-day returns policy.
Where applicable under UK consumer law, consumers may have a 30-day short-term right to reject faulty goods and request a refund.
After that period, other remedies such as repair, replacement, price reduction or a final right to reject may apply depending on the circumstances.
Where goods are lawfully rejected because they are faulty or otherwise fail to comply with the contract, we will bear reasonable return costs where required by law.
Sale and Promotional Items
Products purchased during a sale, promotion or with a discount are not excluded from statutory consumer rights.
Sale items have the same statutory rights concerning faulty, damaged, misdescribed or non-conforming goods as products purchased at full price.
Under our additional voluntary returns policy:
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regular-priced products may be eligible for a refund, exchange or store credit;
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discounted or promotional products may also be eligible for return subject to the specific promotional terms disclosed at the time of purchase.
Any promotional restriction will not affect rights that cannot legally be excluded under UK consumer law.
How to Start a Return or Exchange
To request a return or exchange, please email:
Please include:
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your full name;
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order number;
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email address used for your order;
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product you wish to return;
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whether you are requesting a refund or exchange; and
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a brief description of the issue, where applicable.
For damaged, faulty or incorrectly supplied products, photographs may help us review your request more quickly.
We will provide return instructions where required.
Preparing Your Return
Please package the returned goods securely to help prevent damage during transit.
Where available, include:
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your order number;
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original invoice or other proof of purchase; and
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any return documentation provided by us.
If you no longer have the original outer packaging, you may use another secure and suitable shipping package.
Original product packaging should be included where reasonably possible, particularly where it forms part of the product.
A missing original shipping carton alone will not remove statutory rights where the product is faulty or otherwise does not conform to the contract.
Returning Your Parcel
If we provide you with a prepaid or official return label, attach it securely to the outside of the parcel and cover or remove any previous shipping labels.
Please follow the return instructions supplied by our customer service team.
We recommend retaining your:
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postal receipt;
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tracking number; and
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other evidence of return
until your refund or exchange has been completed.
Please do not send cash, bank cards or unrelated personal documents inside the return parcel.
Return Shipping Costs
For a standard change-of-mind return made under the statutory cancellation right, you may be responsible for the direct cost of returning the goods where we have informed you of this responsibility before the purchase, unless we have agreed to cover those costs.
For returns made under our voluntary 180-day extended returns policy, the applicable return shipping arrangements will be communicated when your return is authorised.
If goods are faulty, damaged, incorrectly supplied or otherwise fail to comply with the contract, we will cover reasonable return costs where required under applicable law.
Refunds
Once your return has been received, we will inspect it and notify you where appropriate.
For eligible refunds under our voluntary returns policy, we aim to process the refund within 7 working days following inspection.
However, where your statutory cancellation rights apply, any refund will be made within the applicable statutory timeframe.
For goods returned following cancellation of an online order, we will issue the required refund without undue delay and, where applicable, no later than 14 days after we receive the goods back or receive acceptable evidence that you have returned them, whichever occurs first.
Refunds will normally be issued using the same payment method used for the original transaction unless you expressly agree otherwise.
The time taken for the refunded amount to appear in your account after we issue it may depend on your bank, card issuer or payment provider.
Original Delivery Charges
Where you validly exercise your statutory right to cancel the entire online order, we will refund the amount paid for the goods together with the applicable standard delivery charge, where required by law.
If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional amount paid for the upgraded service beyond the cost of standard delivery.
Additional rules may apply to partial order returns.
Exchanges
Where an eligible product is available, you may request an exchange instead of a refund.
Exchange requests are subject to product availability.
If your requested replacement product is unavailable, we may offer:
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another suitable product;
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store credit where you agree to it; or
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a refund where applicable.
Store credit will not be substituted for a cash or original-payment-method refund where you have a legal right to receive a monetary refund unless you expressly agree.
Proof of Purchase
We may ask you to provide reasonable proof that the goods were purchased from us.
Acceptable proof may include:
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an order confirmation;
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order number;
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purchase receipt;
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payment record; or
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other reasonable evidence of purchase.
The original paper invoice is not necessarily required where another reliable form of proof of purchase is available.
Return Address
Unless our customer service team provides you with a different authorised return location, returns may be directed to:
3/F, Building A, Factory Building
Heyu Industrial Zone
Zancheng Community, Fuhai Street
Bao'an District
Shenzhen, China
Important: Please contact service@jskeuc.com before returning your parcel so that we can provide the appropriate return instructions.
Do not send a return to another address shown on a parcel, shipping label or packaging unless our customer service team has specifically confirmed that address for your return.
Where applicable consumer law requires us to bear reasonable return costs—for example, in relation to qualifying faulty goods—the existence of an overseas return address does not remove that obligation.
Questions About Returns
If you have questions about:
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returns;
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exchanges;
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refunds;
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faulty items;
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damaged deliveries; or
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your cancellation rights,
please contact:
Email: service@jskeuc.com
Website: www.jskeuc.com
We will review your request in accordance with this policy and applicable UK consumer law.
Your Statutory Rights
This Returns, Exchanges & Refund Policy provides additional information and, in some cases, additional contractual benefits.
Nothing in this policy excludes, restricts or replaces statutory rights available to UK consumers.