Returns
Return Information U.K. Orders
Although we hope your order arrives in perfect condition and you love your items we realise that sometimes things go wrong.
Returns must be authorised prior to return. Please contact us regarding a return request prior to sending an item back.
If an item is unwanted, it can be returned to us within 14 days for a refund. The item(s) must be in a resaleable condition, received back within 14 days of order date, unused and and the costs of returning unwanted purchases to us shall be borne by you.
Restrictions apply to
- Jewellery
- Personalised Items
- Bespoke Orders
- Custom designs (e.g for pergolas, conservatories or outdoor kitchens)
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in resealable condition.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Some health and personal care items
Bespoke, custom design, personalised ordered goods may be subject to a case by case restocking fee where the goods are handled beyond what is necessary to inspect them this may result in a restocking fee. Any deduction will be legally justified, for example where the consumer has handled the goods beyond what is necessary to inspect them.
Our return address
Returns Jacksons 46 Main Street Saintfield BT24 7AB
Please allow up to 14 working days from us receiving the returned item for the refund to appear into your account.
If your item has arrived damaged then please contact us as soon as possible. We may request an image or video of the damaged item and may require it to be returned to us, so please do not dispose of the item(s) unless instructed to do so.
Please Note : Imperfections or similar on rustic effect or similar style furniture are normal and do not constitute a fault. Refer to returns information if required.
If an item is faulty or damaged on arrival please let us know via email and we will arrange for a replacement and return of the item (return costs would be covered by us using our approved returns service, U.K. ONLY)
We don’t offer free returns or returns labels etc in the Republic of Ireland.
If you are shipping an item, you should consider using a trackable shipping service.
Non-Faulty Goods
- If you are returning a non-faulty, as-ordered product (e.g., you changed your mind), you may do so within the 14-day cooling-off period or in line with any other agreed returns window.
- You are responsible for any return shipping costs.
- Returned items must be in resaleable condition. If the item is, assembled, or used beyond what is necessary to inspect it, we reserve the right to deduct a restocking fee from your refund.
Order Cancellations
Consumer may cancel their distance contract at any time within the cancellation period which is 14 days. This cancellation period is generally 14 days after the goods come into the consumer’s possession.
Return would be required for the items, returns information is provided in returns section. The goods should be returned in resaleable condition. The costs of returning unwanted purchases to us shall be borne by you.
Returns address, Jacksons 46 Main Street Saintfield BT24 7AB
Please allow up to 14 working days from us receiving the returned item for the refund to appear into your account.
If you need to cancel please email us at websales@jacksonsofsaintfield.com , a cancellation form will be provided as below.
Please note we require the good to be returned in a resaleable condition, return costs will be borne by you.
Custom Design (e.g Pergolas) : Returns and Refunds
Exclusion to the Right of Withdrawal
For contracts regarding the delivery of goods that are not pre-made and for whose production an individual choice or decision by the consumer is essential, or that are clearly tailored to the personal needs of the consumer, there is no legal right of withdrawal. This particularly applies to our custom-made pergolas, garden furniture or outdoor kitchens, conservatories, and custom-made accessories such as screens, wooden louvered walls, glass, and sliding glass panels.
Information on Exceptions to the Right of Withdrawal
Since our custom-made products are tailored to your specific wishes and individual needs, they cannot be used by others. Therefore, and due to the unique nature of these products, the right of withdrawal does not apply to these items. This protects both our business model and ensures clarity and transparency towards our customers.
Complaint
If despite everything, you discover defects in your custom-made product, you are of course entitled to your statutory warranty claims. In such cases, we kindly ask you to contact our customer service and we will find a suitable solution for you.
Tolerance
For custom-made pergolas, the exact measurements may have a tolerance of ±15 mm.
Cancellation due to Extended Delivery Time
For orders of custom-made products that have a significantly longer delivery time than originally stated, we grant the right to cancel the purchase. If the actual delivery time is three times or more the expected delivery time stated on the product page, you may cancel your order. Example: If an expected delivery time of 3 months is stated on the product page and the delivery takes 9 months or longer, you are entitled to cancel. Please contact our customer service to cancel your order if such delays occur.
Cancellation Form
For UK Online Orders - Compliant with Consumer Contracts Regulations 2013
To: Jacksons of Saintfield
46 MAIN STREET SAINTFIELD, DOWN, UK, BT24 7AB
02897511429
websales@jacksonsofsaintfield.com
I / We [*] hereby give notice that I / We [*] cancel my / our [*] contract of sale of the following goods [*] / for the provision of the following service [*],
Ordered on [*] / received on [*] (please insert date),
Name of consumer(s): ________________________________________
Address of consumer(s): _____________________________________
Signature of consumer(s) (only if this form is notified on paper): _______________________________
Date: _______________________________
[*] Delete as appropriate
Guidance Notes
• You can use this form or any other clear statement to cancel.
• Send this form within 14 days of receiving the goods or entering the contract.
• The trader must refund you within 14 days of receiving your cancellation notice.
• For full details, refer to The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
