Refund policy

1. About This Policy

This policy applies to eligible products purchased through jinglesgiftshop.shop.

References to “Jingles Gift Shop Portrush”, “we”, “us” or “our” mean Jingles Gift Shop Portrush. References to “you” or “your” mean the customer who purchased or received the relevant product.

Returns for products purchased directly from our physical shop may be subject to a separate in-store change-of-mind policy. This does not affect your statutory rights if an in-store product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

2. Cancelling an Eligible Online Purchase

For an eligible purchase made online, you may normally notify us that you wish to cancel within 14 days after the day on which you receive the goods.

Where an order contains multiple products delivered on different days, the cancellation period will normally begin after the day on which you receive the final product covered by the relevant order.

You do not need to provide a reason for cancelling an eligible online purchase.

To exercise your cancellation right, send a clear cancellation request to: support@jinglesgiftshop.shop.

Please include:

• Your full name.
• Your order number.
• The product or products you wish to cancel.
• The email address used to place the order.

Your cancellation request must be sent before the applicable cancellation period expires.

3. Returning Goods After Cancellation

After notifying us that you wish to cancel, you must send or hand the eligible goods back without undue delay and no later than 14 days after the day on which you notified us.

Please wait for our return instructions before posting or bringing back an item. This allows us to confirm the correct return method and, where we are responsible for return costs, provide appropriate return instructions or a return label where applicable.

Asking you to contact us for return instructions is an administrative step and does not remove any cancellation or consumer right that applies by law.

4. How to Request a Return

To request a return:

1. Email support@jinglesgiftshop.shop.
   
2. Include your name, order number and the product or products being returned.
3. Tell us whether the return concerns a change of mind, damage, a fault, an incorrect item or another issue.
4. Provide photographs where the product is damaged, faulty or incorrectly supplied and photographs would reasonably help us assess the issue.
5. Wait for our return instructions before sending the parcel.
   

A customer exercising an eligible statutory cancellation right does not have to provide a reason for changing their mind.

5. Return Address

Products must not be returned to the address above without first contacting us and receiving the correct return instructions.

Unauthorised or incorrectly addressed parcels may take longer to identify and process.

6. Return Postage

For eligible change-of-mind returns, you are responsible for the cost of return postage.

We also pay reasonable return costs where a product is faulty, damaged, misdescribed or incorrectly supplied.

For a change-of-mind return, please use a suitable tracked postal service and keep proof of postage. Where we are responsible for reasonable return costs because the goods are faulty, damaged, misdescribed or incorrectly supplied, we will provide or reimburse an appropriate return method as required.

Any return method we provide for a return where we are legally responsible for the reasonable return cost will be provided without charge to you.

If we are responsible for the return cost, please contact us before purchasing a premium or express return service, as we may only be required to cover reasonable return costs.

This does not affect our responsibility to cover reasonable return costs where required by law.

7. No Restocking Fee

Jingles Gift Shop Portrush does not charge a restocking fee for an eligible return.

A lawful deduction may still be made where a returned product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning and that excessive handling has reduced its value.

8. Product Condition

You may inspect a product in a similar way to how you could reasonably inspect it in a physical shop.

For a change-of-mind return, please:

• Take reasonable care of the product while it is in your possession.
• Return all included parts, accessories, manuals and complimentary items.
• Include the original packaging where reasonably possible.
• Package the product securely to prevent damage during return transit.
• Include your order number or other proof of purchase.

Missing or damaged packaging alone will not automatically remove a statutory cancellation right. However, we may make a lawful deduction where unnecessary handling or avoidable damage has reduced the product’s value.

9. Products Excluded From Change-of-Mind Cancellation

Change-of-mind cancellation rights may not apply where a specific legal exception applies to the product.

Depending on the product, this may include:

• Products made to your specifications or clearly personalised.
• Products liable to deteriorate or expire rapidly.
• Sealed products unsuitable for return for health-protection or hygiene reasons after the seal has been broken.
• Sealed audio, video or computer-software products after being unsealed.
• Goods that become inseparably mixed with other products after delivery.
• Other goods covered by a lawful cancellation exception.

An exception will apply only where it is relevant to the particular product and permitted by law.

These exceptions do not remove your rights where a product is faulty, damaged, misdescribed, unfit for purpose or incorrectly supplied.

10. Sale and Discounted Products

Eligible products purchased in a sale or with a discount code may still be returned under this policy.

A reduced price does not remove your statutory rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.

Any refund will be based on the amount actually paid for the returned product after the relevant discount was applied.

11. Faulty, Damaged or Incorrect Products

Products supplied by Jingles Gift Shop Portrush must be as described, of satisfactory quality and fit for any purpose made known to us where applicable.

Contact us as soon as reasonably possible if a product:

• Arrives damaged.
• Is faulty or defective.
• Is materially different from its description.
• Is unfit for its intended purpose where applicable.
• Is different from the product you ordered.
• Has missing parts or accessories.

Please provide, where reasonably available:

• Your order number.
• A clear description of the problem.
• Clear photographs of the product.
• Photographs of damaged outer packaging where relevant.

Photographs help us assess the issue, but we will not use an unreasonable evidence requirement to restrict a valid consumer right.

Depending on the circumstances and your applicable legal rights, an appropriate remedy may include:

• A repair.
• A replacement.
• A price reduction.
• A refund.

Your rights concerning faulty or non-conforming goods are not restricted to the 14-day change-of-mind cancellation period.

12. Incorrect or Missing Items

Contact us promptly if your order contains an incorrect product, incorrect quantity or missing item.

Do not use or dispose of an incorrectly supplied product unless we confirm that you may do so.

We will review the order and arrange an appropriate solution, which may include sending the correct product, supplying a missing item or issuing a refund.

Jingles Gift Shop Portrush will pay reasonable return costs where we ask you to return an incorrectly supplied product.

13. Parcels Damaged During Delivery

Please inspect your parcel as soon as reasonably possible after delivery.

If the outer packaging or product appears damaged, retain the product and packaging and contact us with your order details.

Where reasonably possible, provide photographs showing:

• The damaged product.
• The inner protective packaging.
• The outside of the parcel.
• The delivery label.

This information may help us investigate the damage with the delivery provider.

14. Cancellation Before Dispatch

To request cancellation before dispatch, contact us as soon as possible and include your order number.

We will try to stop the order before it enters packing or leaves our premises, but we cannot guarantee that a cancellation request will reach our fulfilment process in time.

If the order has already been dispatched, you may need to receive it and follow the returns procedure in this policy.

If an order is successfully cancelled before dispatch, the relevant payment will be refunded to the original payment method.

15. Exchanges

Jingles Gift Shop Portrush does not currently offer direct exchanges.

If you would like a different product, colour, size or design, return the eligible original product in accordance with this policy and place a separate order for the preferred product.

Replacement products remain subject to price and stock availability.

Where a product is faulty or incorrectly supplied, a replacement may still be available as a statutory remedy where appropriate.

16. Refund Amount

An approved refund will normally include the amount paid for the eligible returned product.

Jingles Gift Shop Portrush provides free UK standard delivery on every order, so customers do not normally pay a separate standard delivery charge.

If you paid for an optional enhanced or express delivery method and cancel the full eligible order, any required delivery refund will normally be limited to the value of the least expensive standard delivery method offered for the order.

Optional enhanced delivery costs may not be refundable beyond the value of standard delivery.

Where only part of an order is returned, no delivery refund will normally be due where the original delivery service would have cost the same for the products retained.

17. Refund Method

Approved refunds are normally returned to the original payment method used to place the order.

We cannot normally issue a refund to a different card, bank account, digital wallet or other payment method.

Where the original payment method is no longer available, contact us so that we can review the available lawful and secure refund options.

Gift recipients may need assistance from the original purchaser because refunds are normally returned to the purchaser’s original payment method.

18. Refund Processing Time

We will process an applicable refund without undue delay and within the applicable statutory deadline, normally within 14 days after receiving the returned goods or acceptable evidence that they were returned, where applicable.

For an eligible online cancellation involving returned goods, we will provide the refund without undue delay and within the applicable statutory deadline, normally no later than 14 days after:

• The day on which we receive the goods back; or
• The day on which you provide acceptable evidence that the goods were returned, if that occurs earlier.

Where no goods need to be returned, the applicable refund period may begin when we are informed of the cancellation.

After we issue a refund, your bank, card issuer or payment provider may require additional time to display the funds in your account.

Payment-provider processing times are outside the direct control of Jingles Gift Shop Portrush.

19. When a Refund May Be Withheld

For an eligible cancellation involving returned goods, we may withhold the refund until:

• We receive the goods back; or
• You provide acceptable evidence that the goods were returned.

This does not apply where we have agreed to collect the goods ourselves or where withholding the refund would otherwise be unlawful.

20. Return Parcel Responsibility

Please package returned products carefully and use a suitable return method. If we have provided a specific return method for a faulty, damaged, misdescribed or incorrectly supplied item, please use that method where reasonably possible.

Keep your postage receipt, tracking reference or other proof of return until the refund is complete.

Contact us if tracking shows that a return was delivered but you have not received a return confirmation within a reasonable period.

We will investigate the parcel using the tracking and return information available.

21. Returning an Online Order In Store

An eligible online order may be returned to our physical shop only after you contact us and receive return confirmation.

Opening hours may change on UK public holidays or because of circumstances outside our reasonable control.

Please bring your order number and the payment or order information needed to identify the purchase.

Refunds for online orders are normally returned electronically to the original payment method and may not be issued as cash in the shop.

22. Your Statutory Rights

Nothing in this policy limits or excludes any consumer right or remedy that cannot lawfully be limited or excluded.

This includes applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where a provision of this policy conflicts with a mandatory consumer right, the mandatory consumer right will apply.

23. Contact Jingles Gift Shop Portrush

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