Returns & Refund Policy

Effective Date: 14 July 2026

At JAYMAKERS, we want you to be happy with your purchase. This Returns & Refund Policy explains your rights and our procedures for returns, refunds, replacements and cancellations.

1. Business Information

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Business Information

JAYMAKERS

13 Derwyn Las
Bedwas
Caerphilly
CF83 8HS
United Kingdom

Email: info@jaymakers.co.uk

Website: www.jaymakers.co.uk

2. Your Right to Cancel

If you purchase a non-personalised product online, you generally have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, you must notify us by email at:

info@jaymakers.co.uk

You do not need to provide a reason for cancelling.

3. Returning Eligible Products

If you cancel an eligible order, you must return the goods to us within 14 days of informing us that you wish to cancel.

Returned items should be:

  • Unused
  • In their original condition
  • Complete with any original packaging where reasonably possible

You are responsible for taking reasonable care of the goods until they are returned.

4. Return Postage

If you change your mind about an eligible purchase, you are responsible for the cost of returning the goods.

We recommend using a tracked delivery service, as we cannot be responsible for items lost during return transit.

5. Personalised Products

Because personalised and custom-made products are created specifically to your requirements, they cannot normally be cancelled or returned simply because you have changed your mind.

This includes products customised with:

  • Names
  • Dates
  • Messages
  • Photographs
  • Logos
  • Bespoke artwork
  • Other customer-requested personalisation

This reflects the exception for personalised goods under the Consumer Contracts Regulations 2013.

However, if a personalised product is:

  • Faulty,
  • Damaged on arrival,
  • Incorrect due to our error, or
  • Not as described,

please contact us and we will work with you to provide an appropriate remedy in accordance with your statutory rights.

6. Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us as soon as reasonably possible.

To help us investigate, please provide:

  • Your order number
  • A description of the issue
  • Photographs of the item
  • Photographs of the packaging (where applicable)

We may offer, depending on the circumstances:

  • A replacement
  • A repair (where appropriate)
  • A full or partial refund
  • Another suitable remedy required by law

7. Items That Cannot Be Returned

Unless faulty or otherwise required by law, we cannot accept returns for:

  • Personalised products
  • Bespoke items
  • Products made to your specifications
  • Items damaged through misuse
  • Items altered after delivery
  • Products returned in an unsaleable condition due to handling beyond what is necessary to inspect them

8. Refund Process

Once we receive and inspect your returned item, we will notify you of the outcome.

If your refund is approved, it will be issued using the original payment method wherever possible.

We aim to process approved refunds within 14 days of:

  • Receiving the returned goods; or
  • Receiving evidence that the goods have been returned, whichever is earlier,

or, where goods are not required to be returned, within 14 days of agreeing that a refund is due.

Please note that your payment provider may take additional time to credit the funds to your account.

9. Exchanges

We do not offer direct exchanges as a standard service.

If you require a different product or design, please contact us and we will advise you on the best course of action.

10. Incorrect Personalisation Submitted by the Customer

Customers are responsible for checking all personalisation details before submitting an order.

This includes:

  • Spelling
  • Grammar
  • Dates
  • Names
  • Uploaded images
  • Colours selected
  • Other customisation choices

If an error results from information supplied by the customer, we are unable to offer a refund or replacement unless required by law.

11. Colour Variations

We make every effort to display our products accurately.

However, slight differences may occur due to:

  • Screen settings
  • Device displays
  • Printing processes
  • Materials used

Minor colour variations do not constitute a fault.

12. Handmade and Bespoke Characteristics

Some products are handmade or individually produced.

Small variations in:

  • Colour
  • Finish
  • Positioning
  • Size
  • Material appearance

are a natural part of the manufacturing process and are not considered defects.

13. Non-Delivery

If your order has not arrived within the expected delivery period, please contact us.

We will investigate with the delivery provider and, where appropriate, provide a replacement, refund or other suitable remedy in accordance with applicable consumer law.

14. Late or Missing Refunds

If you have not received an approved refund:

  1. Check your bank account or payment provider.
  2. Contact your card issuer or payment provider, as processing times can vary.
  3. If you still have not received your refund after allowing sufficient time, please contact us at:

info@jaymakers.co.uk

15. Return Address

Please do not return products without contacting us first.

Return instructions and the appropriate return address will be provided when your return request has been approved, where applicable.

16. Your Consumer Rights

Nothing in this policy limits or excludes your legal rights under applicable consumer protection legislation.

If goods are faulty, not as described or not of satisfactory quality, you may be entitled to remedies including repair, replacement, price reduction or refund in accordance with UK law.

17. Changes to This Policy

We may update this Returns & Refund Policy from time to time.

The latest version will always be published on our website with the updated effective date.

18. Contact Us

If you have any questions regarding returns or refunds, please contact us.

JAYMAKERS

13 Derwyn Las
Bedwas
Caerphilly
CF83 8HS
United Kingdom

Email: info@jaymakers.co.uk

Website: www.jaymakers.co.uk

We aim to respond to all returns and refund enquiries as promptly as reasonably possible.