Return & Refund Policy

Jerenss Refund & Return Policy

At Jerenss, we want you to love your purchase. However, if you change your mind or encounter an issue, we’re here to assist.

1. Change of Mind (Non-Faulty Items)

If you wish to return an item because you’ve changed your mind, you have 14 calendar days from the date of delivery to request a return.
Important: This 14-day return policy does not apply to orders shipped outside the UK.

• For orders shipped outside the UK, returns for change of mind are not accepted. Exchanges may be offered at our discretion – please contact us for more information.
• For UK orders, returned items must be unused, in their original packaging, and in resalable condition.
• Customers are responsible for arranging and paying for the return shipping to the address we provide. We do not offer return labels.
• We strongly recommend using a tracked delivery service, as we cannot be held responsible for items lost or damaged in transit.

2. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or incorrect:

• Please notify us within 48 hours of delivery with photos and a description of the issue.
• We will provide you with a pre-paid return label so you can return the faulty item at no cost to you.
• Faulty items must be returned to our warehouse for a detailed inspection.

Please note: We can only begin processing refunds or replacements after the returned item has arrived at our warehouse and been fully inspected.

3. How to Request a Return

To initiate a return, please email us at hello@jerenss.co.uk with:

• Your order number
• The reason for the return
• Photos if the item is faulty or damaged

We will provide you with the return address and further instructions.

4. Refunds

• Refunds will be processed to your original payment method within 5-7 business days after we receive and inspect the returned item.
• If the item is returned in a non-resalable condition (used, damaged, or missing parts not due to our error), we may refuse the refund or deduct a partial refund.

5. Exceptions

• We cannot accept returns for customised or personalised items (unless faulty).
• Items returned outside the 14-day window without prior agreement will not be accepted.
• For orders outside the UK: Returns for change of mind are not accepted. Exchanges may be considered – please contact us before sending any item back.