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Returning Items

Jade Rope will happily refund or exchange any item purchased at jaderope.com:

  • we make no charge for returns and there is no restocking fee
  • returned goods must be unused, and in a saleable condition
  • we only accept returning of goods when we have been notified of the intended return within 7 working days of receiving the goods and the return must be sent (with a date stamp) within this time

 

We don't need a returns form but please include information so we know:

  • who sent the item
  • why it has come back
  • what you would like us to do

 

We also advise you contact us to let us know, this always helps speed things up.

If you wish to exchange an item you will need to contact us.

The best and fastest way to obtain a replacement item is to place a new order for the item you need and we will refund the unwanted item on return. Provided the returned item meets the criteria set out above we will refund any money owed to the credit card you paid with.
Please note: This may take up to 10 working days to appear as cleared funds.

Returns Terms & Conditions

Jaderope.co.uk conforms to the Distance Selling Regulations, which are designed to protect you when buying items by Mail Order. We offer a flexible returns policy and are happy to accept items returned for a refund or exchange if:

  • they are not what you ordered
  • you've ordered the wrong things
  • the items are damaged or faulty upon receipt
  • you simply don't like what you've ordered

 

Returns Menu


New items returned for refund or exchange

Refunds will only be offered if the goods are faulty.

If you wish to return a new item for exchange, we advise you contact us first to check availability of your desired alternative. We cannot guarantee we will have the same selection of products available at the time of exchange as we did at the time of purchase.

Please do not attempt to hand deliver the return as there are no shop front or customer service facilities available at our warehouse and you will be turned away, which may cause offence.

  • Goods must be returned within 7 days of receipt
  • Goods must be in original condition (please note: we quality check every item prior to packing)
  • Goods must not be fitted or used
  • You will be required to cover the cost of postage to return the goods (Please see Returns Postage below for further infomation)

Faulty, damaged, broken and warranty items

All goods purchased from jaderope.com are covered by a limited warranty. Warranties cover manufacturing faults and defects but do not cover damage caused by abuse, mis-use and/or general wear and tear etc. If you feel that the product you have purchased from jaderope.com arrived with a defect please contact us and send items back to us.

Please do not attempt to hand deliver the return as there is no shop front or customer service facilities available at our warehouse and you will be turned away, which may cause offence.

You will need to cover the post office fees to return the goods, but we will refund these costs to your card or send you a cheque.
 

Please note:

  • We can only refund the cost of 1st Class Royal Mail or Standard Parcels for larger items. These are both standard services at the Post Office and should arrive within a few days
  • A postage receipt must be included for a refund to be given
  • You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost
  • We strongly recommend you use recorded delivery or registered post to return items so as to cover yourself against loss

 

New items returned because we have sent the wrong item

We occasionally make mistakes. If we have sent you a part which is different to that which is listed on your invoice we will be happy to pay first class postage costs for returning the item.

  • Goods must be returned within 7 days of receipt
  • Goods must be returned in their original condition
  • Goods must not be used

You will need to cover the post office fees to return the goods, but we will refund these costs to your card or send you a cheque.
 

Please note:

  • We can only refund the cost of 1st Class Royal Mail or Standard Parcels for larger items. These are both standard services at the Post Office and should arrive within a few days
  • A postage receipt must be included for a refund to be given
  • You may send goods back to us using Priority or Guaranteed services but we can only refund the approximate 1st class postage cost
  • We strongly recommend you use recorded delivery or registered post to return items so as to cover yourself against loss

Please do not attempt to hand deliver the return as there is no shop front or customer service facilities available at our warehouse and you will be turned away, which may cause offence.


Returns Postage

If you're returning something to jaderope.co.uk because it was faulty when it was delivered or we sent the wrong item, we will refund the cost equivalent of 1st Class Royal Mail or Standard Parcels for larger items postage costs for returning it to us. To recieve the reimbursement you must include a copy of the postage receipt for our accounting purposes and we won't charge you for postage on any replacement goods.

If you're returning something to jaderope.co.uk because you ordered the wrong goods or they are unwanted you will need to pay the return postage.

We strongly recommend using recorded delivery or registered post to return any items to cover you against loss.

Post your returns to:

Jade Rope Returns