9.1 UK customers – your statutory rights

If you are based in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of receiving your goods without giving any reason (the "Cooling-Off Period").

To exercise this right, you must notify us of your decision to cancel before the Cooling-Off Period expires by:

•       Emailing us at contact@jamawhat.com; or

You must return the goods to us within 14 days of notifying us of your cancellation. You are responsible for the cost of return postage unless the item is faulty, not as described, or we agree otherwise.

We will issue your refund within 14 days of receiving the returned goods. Refunds will be made using the same payment method as the original transaction. A restocking fee of up to 10% may be deducted from refunds for non-faulty returned items to cover handling, inspection, and processing costs. This fee will not apply to items that are faulty or damaged. All returned items must be unworn, unused, and in original condition to qualify for a refund.

9.2 EU customers – your statutory rights

If you are based in the European Economic Area, the EU Consumer Rights Directive 2011/83/EU (as implemented in your country) gives you a 14-day withdrawal right on the same basis as described for UK customers above. The refund will be issued within 14 days of us receiving the returned goods.

Please note that you will be responsible for return shipping costs, and any outbound shipping charges paid at the time of order are non-refundable unless the full order is cancelled within the withdrawal period. A restocking fee of up to 10% may be deducted from refunds for non-faulty returned items to cover handling, inspection, and processing costs. This fee will not apply to items that are faulty or damaged. All returned items must be unworn, unused, and in original condition to qualify for a refund.

9.3 US customers – our returns policy

US customers do not have the same statutory cancellation rights as UK or EU consumers, and we do not accept returns for change of mind on made-to-order items. If your item arrives faulty, damaged, or not as described, you are entitled to a replacement or refund under applicable law.

9.4 Australia customers – our returns policy

Australian customers do not have the same statutory cancellation rights as UK or EU consumers, and we do not accept returns for change of mind on made-to-order items. Under Australian Consumer Law, if your item arrives faulty, damaged, or not as described, you are entitled to a repair, replacement or refund.

9.5 Canada customers – our returns policy

Canadian customers do not have the same statutory cancellation rights as UK or EU consumers, and we do not accept returns for change of mind on made-to-order items. Under applicable Canadian consumer protection laws, including provincial consumer protection legislation where applicable, if your item arrives faulty, damaged, or not as described, you are entitled to a repair, replacement or refund.

9.6 Conditions of return

To be eligible for a return, items must be:

•       Returned in their original, unworn, unwashed condition; and

•       Returned in appropriate packaging to prevent damage in transit.

We reserve the right to refuse a refund where goods have been used, damaged or washed, unless the return is due to a defect.

9.7 Exclusions

The following items are excluded from our returns policy (except where faulty or not as described):

•       Items marked as final sale or non-returnable at the time of purchase;

•       Limited edition items (see clause 6.2);

•       Customised or personalised items made to your specification;

9.8 Faulty or incorrect items

If you receive an item that is faulty or damaged, please contact us within 14 days of delivery with your order number and photographic evidence of the issue.

All items are quality checked before dispatch and securely packaged. However, if your item arrives faulty or damaged (including damage in transit), we will resolve the issue by offering a replacement, repair, or full refund, in accordance with your statutory rights under the Consumer Rights Act 2015 (UK) or applicable consumer protection laws in your country.

Where a return is required, we will either provide a prepaid return label or reimburse reasonable return shipping costs.

9.9 Exchanges

We do not offer a direct exchange service, as all items are made to order and are only produced once an order has been placed. If you wish to receive a different size, color, or design, you will need to place a new order. For eligible returns, you may return your original item in accordance with our Returns Policy for a refund and then place a new order for the desired item. This does not affect your rights in relation to faulty, damaged, or incorrect items, for which we will offer a replacement or refund where appropriate.

6.2 Limited edition and drop releases
Limited edition and signed products are offered in finite quantities. Once stock is exhausted, no further orders can be accepted. Placing an item in your shopping basket does not reserve it; stock is only secured upon completion of checkout and receipt of a dispatch confirmation email.
Signed items are made to order and/or personalised and therefore cannot be cancelled or returned for change of mind, in accordance with applicable consumer laws.
Returns will only be accepted where items are faulty, damaged, or not as described.
Nothing in this clause affects your statutory rights.
We reserve the right to limit the number of items purchased per customer per drop. Orders exceeding these limits may be cancelled in part or in full, with any overpayment refunded.