Refund policy

Return & Refund Policy

Last updated: 10 August 2026

At Jully Sttenphord, we want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing from our online store and the conditions applicable to returns, cancellations, refunds and faulty goods.

Nothing in this policy affects or limits your statutory rights under applicable UK consumer law.

1. Your Right to Cancel

If you are a consumer purchasing online, you generally have the legal right to cancel your order without giving a reason.

You may notify us that you wish to cancel your purchase within 14 days from the day you, or a person nominated by you, receives the goods.

Where an order contains multiple items delivered separately, the cancellation period generally begins when you receive the final item from that order.

To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.

You may contact us at:

Email: sales@jullysttenphord.store

Please include your order number, full name and the item(s) you wish to return.

After notifying us of your cancellation, you must return the goods within 14 days.

2. Condition of Returned Items

You may inspect and handle an item to the extent reasonably necessary to determine its nature, characteristics and functioning, in the same way you would normally be able to inspect an item in a physical shop.

Returned products should, wherever reasonably possible, be:

Unworn, other than for reasonable fitting or inspection;
Unwashed;
Free from stains, odours or other damage;
Returned with original tags and labels where still available; and
Securely packaged for return.

Your statutory cancellation right is not automatically lost simply because packaging has been opened or an item has been reasonably inspected.

However, we may make a reasonable deduction from your refund where the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.

3. Items That Cannot Normally Be Returned for Change of Mind

The statutory right to cancel may not apply to certain categories of goods where an applicable legal exemption exists.

This may include:

Goods made to your specifications or clearly personalised;
Goods that are liable to deteriorate or expire rapidly; and
Sealed goods which are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery.

Where an exemption applies, this will not remove any statutory rights you may have if the product is faulty, damaged, not as described or otherwise does not conform to the contract.

4. Faulty, Damaged or Incorrect Goods

Under UK consumer law, goods supplied by Jully Sttenphord must be of satisfactory quality, fit for purpose and as described.

If an item is faulty, damaged, materially different from its description or otherwise does not conform to the contract, please contact us as soon as reasonably possible at:

sales@jullysttenphord.store

Please provide your order number and a description of the problem. Photographs may help us assess the issue more quickly, although requesting photographs does not remove your statutory rights.

Where applicable under the Consumer Rights Act 2015, you may have a right to reject faulty goods and receive a refund within the statutory short-term right-to-reject period.

After that period, you may have statutory rights to a repair or replacement and, in appropriate circumstances, a price reduction or final right to reject the goods.

Nothing in this policy excludes or restricts those statutory remedies.

5. Incorrect Items

If you receive an item that you did not order, please contact us at sales@jullysttenphord.store.

Where the mistake is ours, we will arrange an appropriate remedy and will not require you to bear reasonable return costs resulting from our error.

6. Return Shipping Costs

For a standard change-of-mind cancellation, you may be responsible for the direct cost of returning the goods, provided this requirement was communicated to you before purchase as required by applicable law.

If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, Jully Sttenphord will bear reasonable return costs where required by applicable law.

We recommend retaining your proof of postage or tracking information until your return has been processed.

7. Refunds

Where you validly exercise your statutory right to cancel, we will reimburse payments received from you for the cancelled goods in accordance with applicable UK law.

Where required, this includes the cost of our least expensive standard delivery method offered for the order.

If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery option.

For returned goods, we may withhold reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.

Refunds will be made without undue delay and within the applicable statutory time limits.

Where applicable, this will normally be no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever occurs first.

8. Refund Method

Unless otherwise agreed, refunds will normally be issued using the same payment method used for the original transaction.

You will not be charged a fee by Jully Sttenphord for receiving a statutory refund.

After we issue a refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

9. Exchanges

Where available, exchanges may be offered for eligible products.

If a direct exchange is unavailable, you may return an eligible product in accordance with this policy and place a new order for the preferred item.

Your statutory rights are unaffected.

10. Sale and Promotional Items

Products purchased during a sale, promotion or with a discount are subject to the same statutory consumer rights as products purchased at full price.

A discount or promotional price does not remove your statutory rights in relation to faulty, damaged, misdescribed or non-conforming goods.

11. Refused or Uncollected Deliveries

If an order is refused, not collected or returned to us by the carrier, we will deal with the order in accordance with your statutory rights and the circumstances of the delivery.

Any deductions from a refund will only be made where legally permitted.

Refusing delivery alone should not be relied upon as your sole method of notifying us that you wish to exercise a statutory cancellation right. We recommend contacting us directly at sales@jullysttenphord.store.

12. Lost Returns

When returning an item, we recommend using a tracked or otherwise verifiable postal service and retaining proof of postage.

This helps establish that a return was sent and when it was sent.

Nothing in this section limits any rights you may have under applicable consumer law.

13. Your Statutory Rights

This policy is intended to operate consistently with applicable UK consumer protection legislation, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable consumer protection legislation.

Among other protections, UK consumer law may give consumers rights where goods are:

Faulty;
Not of satisfactory quality;
Not fit for purpose;
Not as described; or
Otherwise not in conformity with the contract.

These statutory rights are separate from, and are not reduced by, any additional return rights that Jully Sttenphord may voluntarily offer.

14. Fair Treatment of Customers

Jully Sttenphord is committed to providing customers with clear, accurate and non-misleading information about their purchases and their rights.

Nothing in this Return & Refund Policy is intended to exclude, restrict or misrepresent any consumer right that cannot lawfully be excluded or restricted.

If any provision of this policy conflicts with a mandatory right available to you under applicable consumer law, the mandatory legal right will prevail.