Refund and Returns Policy

Refund and Returns Policy

Last updated: 3 November 2026

This policy explains how to return an item and when you are entitled to a refund. It applies to orders placed on jkxjkx.com by consumers. It does not affect your statutory rights.

1. Your 14-day right to cancel

If you are a consumer in the UK or the EU, you may cancel your order within 14 days of receiving the goods, for any reason.

  • Tell us within 14 days of delivery by emailing [CONTACT EMAIL] with your order number. You do not need to give a reason, but a short explanation helps us improve.
  • Send the goods back within 14 days of telling us. They must be unused, unassembled and in their original packaging, with all parts and fittings included.
  • You are responsible for the cost of return shipping unless the item was faulty or we sent the wrong item.

2. What cannot be returned

  • Used consumable and wear parts. Sisal replacement pads, felt covers and adhesive strips that have been installed or used cannot be returned once the hygiene seal is broken, unless they are faulty.
  • Customised or made-to-order items, where the product page states this.
  • Items damaged by misuse, improper mounting, loading beyond the stated capacity, or use of non-original parts.

3. How to return an item

  1. Email [CONTACT EMAIL] with your order number and the reason for the return.
  2. We will reply within 2 business days with return instructions and the return address ([RETURNS ADDRESS]).
  3. Pack the goods securely and send them with a tracked service. Keep your tracking number — we cannot refund a return that is lost in transit without proof of postage.

4. Refunds

Once we receive and inspect the return, we will refund within 14 days to your original payment method. We will refund the price you paid for the goods plus the standard shipping cost you were charged. If you chose a premium delivery option, we refund only the standard rate.

We may reduce the refund if the value of the goods has been diminished by handling beyond what is necessary to check them — for example if parts are missing or the item has been mounted.

5. Damaged, defective or incorrect items

Please inspect your order on arrival. If an item is damaged, faulty or not what you ordered:

  • Contact us within 48 hours of delivery at [CONTACT EMAIL].
  • Include your order number and photographs of the item, the packaging and the shipping label.
  • We will send a replacement part, a replacement item, or a full refund — including return shipping — at our cost. You do not need to return damaged goods unless we ask you to.

6. Warranty claims

Our products carry a 12-month warranty against manufacturing defects on structural components (boards, frames, brackets and suction hardware). Wear parts — felt covers, sisal pads, adhesive strips — are excluded from the warranty because their lifespan depends on use.

To make a claim, email [CONTACT EMAIL] with your order number, a description of the problem and photographs. We will assess the claim and repair, replace or refund as appropriate.

7. Exchanges

We do not operate a direct exchange service. If you would like a different size or product, please return the original item for a refund and place a new order.

8. Order cancellation before dispatch

If your order has not yet been dispatched, contact us and we will cancel it and refund you in full. Once dispatched, the 14-day cancellation right in section 1 applies.

9. Contact

Questions about a return or refund? Email [CONTACT EMAIL] — we aim to reply within 2 business days.