Return & Refund Policy

At Jade Heather, we want your shopping experience to feel clear and straightforward. This policy sets out when items can be returned and how refunds are handled. By placing an order on our website, you confirm that you have read and accepted the terms below.

1. Return Window

You may request a return for eligible products within 30 days of your order being delivered, as long as all the conditions in this policy are met.

[⚠ LEGAL — please have a UK lawyer confirm this section before publishing] As a UK consumer, you also have a separate statutory right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving it, for any reason (the "cooling-off period"). This statutory right applies on top of, and independently from, our 30-day return policy above.

2. Conditions for Returning Items

To be eligible for a return, an item must meet the following requirements:

It must be unused, unworn, and undamaged
It must be sent back in its original condition
All original labels, tags, and packaging must be included
The return request must be made within the return period
The return must be approved by our support team before you ship it

Trying items on for size and fit — as you would in a store fitting room — is fine, but wearing them beyond that is not acceptable.

3. Items That Cannot Be Returned

Some items are not eligible for return, including:

Products whose hygiene seal has been broken
Custom-made or personalised items
Items damaged through improper handling or misuse

For hygiene reasons, underwear, shapewear, and bras cannot be returned once the hygiene seal has been removed.

4. Return Shipping and Restocking Fee

All approved returns must be sent to the return address provided by our team.

You are responsible for:

The full cost of return shipping
Selecting a shipping service that can handle customs clearance
Paying any customs duties, taxes, or other charges
Providing accurate customs paperwork for the shipment

Jade Heather cannot be held responsible for return parcels that are delayed, refused, or lost because of customs issues or incorrect shipping procedures.

Restocking Fee

[⚠ LEGAL — verify with a UK lawyer] A fixed restocking fee, and charging it on unopened, refused, or cancelled orders, may not be enforceable under UK consumer law. For cancellations within the statutory 14-day cooling-off period, you generally must refund the item plus the standard outbound delivery cost, and may only deduct for any reduction in value caused by the customer handling the goods more than necessary. Please confirm the wording below before publishing.

A 15% restocking fee applies to all approved returns. This covers the inspection, handling, and restocking of the returned items.

The same fee also applies to:

Unopened packages
Orders refused at delivery
Parcels that go unclaimed and are automatically sent back

Exception: The restocking fee may be waived if the item arrived faulty or damaged, subject to review.

5. Return Address

Returns may only be sent to the address our support team gives you after your return is approved.

Anything sent to a different address cannot be processed or accepted.

6. How to Request a Return

To start a return, please email our support team at support@jadeheather.com and include:

The item(s) you would like to return
The reason for the return
Photos of the product (required if the item is damaged or incorrect)
Your full name and shipping address
Your order number

Our team will reply with the next steps within 12–24 hours (Monday–Sunday).

7. Order Cancellations

Orders can be cancelled within 30 minutes of completing your purchase.

Once an order has moved into processing, it can no longer be cancelled. After delivery, you may request a return in line with this policy.

8. Refund Process

Once your returned item has been received and inspected:

We will let you know the result of the inspection
If approved, your refund will go back to your original payment method

Refunds are processed within up to 10 business days, depending on your bank or payment provider.

Please note:

The 15% restocking fee is deducted where it applies
Original shipping costs are not refundable
Any optional insured shipping chosen at checkout is also non-refundable

9. Discounts and Partial Returns

If your order included a promotional discount (such as a bundle offer or a buy-more-save-more deal) and you return part of it, the refund amount may be adjusted.

Discounts are recalculated based on the items you keep, not the items you originally bought.

Example: If returning items means your order no longer qualifies for the original promotion, that discount is removed and the refund is recalculated accordingly.

Refunds are always based on the final order value after these adjustments. Return shipping remains your responsibility, and the 15% restocking fee may still apply.

10. Store Credit

In some cases, and at our discretion, we may offer store credit as a discount code instead of a refund.

Store credit issued as a discount code:

Is non-refundable
Can only be issued once per order
Can be used toward a future purchase on our website
Cannot be exchanged for cash or moved to another order

11. Failed Delivery or Incorrect Address

If a parcel comes back to us because of an incorrect or incomplete address given at checkout, we may:

Arrange a reshipment once the parcel has returned and the correct address is confirmed, or
Offer store credit as a goodwill gesture, depending on the situation

If the returned items are not in their original condition, a reduction in value may apply.

12. Changes to This Policy

Jade Heather may update or change this policy at any time. Any changes take effect as soon as they are published on the website.

13. Contact Information

If you have any questions about this Return & Refund Policy, please reach out to our support team:

📧 support@jadeheather.com

We're always happy to help.

14. Company Information

Shop Name: Jade Heather Company Name: Accel Group B.V. Registration Number: 95137831 Tel: +44 1876 522566

Business address: Gabrielmetzustraat 56H, 2316AJ Leiden, The Netherlands

Email: support@jadeheather.com

Customer Service Hours:

Monday – Friday: 9:00 AM – 5:00 PM (UK time)

Saturday – Sunday: 12:00 PM – 5:00 PM (UK time)