Refund Policy

Important: Please read our return policy carefully. No exceptions will be made as you have agreed to the terms at the time of purchase.

Returns:

Returns sent to us without prior request and approval will not be accepted, and you will forfeit your right to a refund.

1. Deadline: You may return your product within 14 days of receipt. If 14 days have passed, unfortunately we cannot offer a refund or exchange.

2. Conditions: Your product must be in the same condition in which you received it, unused and in its original packaging. For products where hygiene is important, they must be thoroughly cleaned before the return process begins.

3. Exclusions: Some products cannot be returned due to hygiene reasons, such as underwear, lingerie, pantyhose and certain healthcare products, are excluded from return.

4. Initiating the process: If you wish to return a product, please send an email to: info@jones-london.com with your order number, reason for return, possibly a photo of the product in case of damage, and your contact information. We have one return address in China, so returning to another address is not possible and is not sufficient for a refund of your order. Returns sent without prior notification will be considered invalid.

5. Returns at your own risk: Please note that returning products is at your own risk. The company is not liable for lost or detained packages at customs during the return process.

6. Track & Trace: Your return should have a track & trace code shared with us. This way we can accurately determine when your return reaches our warehouse, after which we immediately proceed to initiate a refund. Without a track & trace code, we cannot track your shipment, and your right to a refund is voided because we cannot confirm whether your order has actually reached us.

Refund:

Procedure: Once your return has been received and inspected, we will send you an email to inform you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within 30 days.

Late or no refund: If you have not received a refund after 30 days, please check your bank account again first. If you still have not received it, please contact us at info@jones-london.com

Fees:

Return shipping costs: All customers are responsible for return shipping costs. We recommend providing your return shipment with a Track & Trace, as we cannot take responsibility for lost returns. The product must be sent back to China, return shipping costs start from £20 and are the customer's responsibility.

Exceptions:

Defective products: If you received a defective product, we will always send a new product free of charge.

Cancellation: Orders cannot be cancelled after they are placed due to our automated system.

For questions or more information about our return policy, please feel free to contact us at info@jones-london.com