Refund policy

JOVELLE & CO.

RETURNS, CANCELLATION & REFUND POLICY

Last updated: 31 August 2026

At JOVELLE & CO., we take great care to inspect and prepare merchandise before dispatch. To protect both our genuine customers and our business from misuse, fraudulent claims, product substitution, “wardrobing”, deliberate damage and improper returns, we operate a strict returns and verification procedure.

Orders may be inspected, photographed, video-recorded, weighed and otherwise documented before dispatch. These records may be used to verify the identity, quantity and condition of merchandise if a return, damage claim, delivery dispute or payment dispute arises.

Nothing in this policy excludes, restricts or overrides any statutory consumer right that cannot legally be excluded under UK law. If any part of this policy conflicts with a mandatory statutory right, that statutory right will prevail.

IMPORTANT: ITEMS ALTERED AFTER DELIVERY

Merchandise intended for a change-of-mind return must not be tailored, cut, stitched, hemmed, resized, repaired, washed, dry-cleaned, ironed, steamed or otherwise altered after delivery.

An item changed after the customer receives it will not qualify for any voluntary change-of-mind return offered by JOVELLE & CO. This includes, without limitation:

  • Cutting, stitching or altering a blouse or blouse piece
  • Cutting, hemming, attaching a fall or adding pico edging to a saree
  • Tailoring, shortening, lengthening or resizing a garment
  • Altering sleeves, trousers, waistbands, necklines, seams or fastenings
  • Adding or removing fabric, buttons, hooks, zips or decorative features
  • Washing, dry-cleaning, ironing, steaming, repairing or treating the item.

1. CHANGE-OF-MIND RETURNS

Where the statutory right to cancel applies to an online purchase, you must notify JOVELLE & CO. of your decision to cancel within 14 calendar days after receiving the goods.

JOVELLE & CO. does not voluntarily extend these statutory periods unless we expressly agree otherwise in writing.

To request a return, contact:

Please provide:

  • Your full name
  • Your order number
  • The item or items you intend to return
  • A clear statement that you wish to cancel the order or return the item

2. RETURN POSTAGE FOR CHANGE OF MIND OR CUSTOMER ERROR

The customer is responsible for the direct cost of returning goods when the return is because of:

  • Change of mind
  • The wrong size being ordered by the customer
  • The wrong colour being selected by the customer
  • The wrong product being selected by the customer
  • A duplicate order being placed by the customer
  • The item no longer being wanted
  • Customer preference
  • Customer ordering error
  • Any other reason where JOVELLE & CO. supplied the goods correctly and the goods are not faulty

This includes the cost of appropriate packaging, postage, tracking and insurance.

We strongly recommend using a tracked and appropriately insured return service. Customers should retain their receipt and tracking information until the return has been completely resolved.

Under the Consumer Contracts Regulations, a consumer can be required to bear the direct cost of returning cancelled goods when they were informed of this responsibility beforehand.

If JOVELLE & CO. sent the wrong item, or the goods are genuinely faulty, this customer-funded change-of-mind return rule does not apply. The treatment and reasonable return costs of faulty or incorrectly supplied goods will be handled in accordance with applicable law.

3. TRYING ON IS NOT THE SAME AS WEARING

Customers may reasonably examine or try on clothing to establish its size, fit, appearance, nature and characteristics, broadly in the way they would normally be permitted to do in a physical shop.

Trying an item on briefly does not give a customer permission to wear, use, wash, alter or otherwise treat the item as their own before returning it.

If handling goes beyond what is reasonably necessary, JOVELLE & CO. may withhold from the refund an amount that is justified by the actual loss caused, where legally permitted.

If excessive handling, wearing, contamination, alteration, missing components or customer-caused damage leaves the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item.

4. CONDITION OF RETURNED CLOTHING

All returned products may be carefully inspected.

The following are examples of conditions that may indicate use, excessive handling, contamination, alteration or customer-caused damage:

  • Body odour
  • Perspiration or sweat marks
  • Deodorant or antiperspirant residue
  • Perfume
  • Aftershave
  • Body spray
  • Smoke or cigarette odour
  • Vaping odour or residue
  • Cooking or food odours
  • Other strong or unusual odours
  • Makeup
  • Foundation
  • Concealer
  • Lipstick
  • Mascara
  • Cosmetic stains
  • Fake tan
  • Body lotion
  • Moisturiser
  • Body oil
  • Cream or cosmetic residue
  • Hair dye
  • Hair spray
  • Hair oils or hair products
  • Food stains
  • Drink stains
  • Grease
  • Dirt
  • Mud
  • Dust
  • Pet hair
  • Pet odour
  • Other contamination

Evidence that an item has been worn rather than merely tried on may also be relevant. Examples include clothing apparently worn:

  • To a wedding
  • To a party
  • To a festival
  • To a religious or cultural function
  • To a ceremony
  • To a family event
  • To work
  • Outside the home
  • For a photoshoot
  • For social-media content
  • For an extended period
  • For any event or occasion before being returned

We reserve the right to consider all reasonable evidence when determining whether merchandise has been used beyond normal inspection.

If the evidence shows that customer handling has left the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item where withholding the full item price is justified by the actual loss and permitted by law. Otherwise, only an amount justified by the actual loss may be withheld.

5. PHYSICAL WEAR OR DAMAGE

Returned items may also be assessed for:

  • Stretched necklines
  • Stretched sleeves
  • Stretched cuffs
  • Stretched waistbands
  • Stretched fabric
  • Fabric distortion
  • Excessive creasing associated with extended wear
  • Broken buttons
  • Missing buttons
  • Damaged buttonholes
  • Damaged hooks
  • Broken clasps
  • Broken or damaged zips
  • Torn seams
  • Rips
  • Cuts
  • Punctures
  • Pulled threads
  • Snagged fabric
  • Damaged embroidery
  • Missing beads
  • Missing sequins
  • Missing stones
  • Damaged embellishment
  • Damaged lace
  • Damaged borders
  • Damaged zari work
  • Pin holes
  • Brooch holes
  • Safety-pin holes
  • Jewellery snags
  • Scorch marks
  • Heat damage
  • Ironing damage
  • Steaming damage

If customer-caused wear or damage leaves the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item.

6. DAMAGE CAUSED WHILE TRYING ON

Customers should take reasonable care when trying on garments.

Damage caused by the customer while trying on an item is not an original manufacturing or product fault merely because the damage occurred during the first fitting.

Examples include:

  • Tearing a garment while forcing on a size that is too small
  • Tearing seams while removing a garment
  • Breaking a zip through excessive force
  • Breaking buttons, hooks or clasps through excessive force
  • Catching fabric on jewellery
  • Pulling embroidery or embellishments
  • Causing holes with pins or brooches
  • Transferring makeup, deodorant, fake tan or other substances
  • Staining the garment
  • Damage caused by shoes, jewellery, bags or accessories
  • Damage caused while ironing or steaming
  • Damage caused by incorrect washing or cleaning

Where available evidence reasonably establishes that damage occurred after delivery as a result of customer handling, it will not be accepted as a faulty-goods claim.

If such customer-caused damage leaves the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item. 

7. WASHING, CLEANING AND ALTERATIONS

Merchandise intended for a change-of-mind return must not be washed, dry-cleaned, soaked, ironed, steamed, repaired, tailored, cut, stitched or otherwise altered after delivery.

An item changed after the customer receives it will not qualify for any voluntary change-of-mind return offered by JOVELLE & CO. Where a mandatory statutory cancellation right applies, the return and any refund will be handled as explained in Important: Items Altered After Delivery above.

Examples of material alteration include:

  • Hemming
  • Shortening
  • Lengthening
  • Resizing
  • Adjusting sleeves
  • Adjusting trousers
  • Waist alteration
  • Adding darts
  • Changing seams
  • Cutting fabric
  • Stitching fabric
  • Unpicking stitching
  • Adding or removing buttons
  • Adding or removing hooks
  • Adding or changing zips
  • Removing sewn-in labels
  • Altering decorative features

Alteration can substantially affect an item’s commercial value and may affect the remedies available where the alteration, rather than an original fault, caused or worsened the problem.

If washing, cleaning, repair or alteration by the customer leaves the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item where withholding the full item price is justified by the actual loss and permitted by law.

8. SAREES AND TRADITIONAL GARMENTS

A saree, blouse or blouse piece must not be cut, stitched, tailored, hemmed, altered, fitted with a fall or given pico edging if the customer intends to make a change-of-mind return. Once any such change has been made after delivery, the item will not qualify for any voluntary change-of-mind return offered by JOVELLE & CO. Mandatory statutory rights remain subject to the qualifications stated in this policy.

For sarees and related garments, handling beyond reasonable inspection may include:

  • Cutting the blouse piece
  • Stitching the blouse piece
  • Altering the blouse piece
  • Attaching a fall
  • Pico or pico edging
  • Hemming
  • Cutting the saree
  • Altering the saree
  • Excessive pinning
  • Creating permanent pin or brooch holes
  • Staining the fabric
  • Damaging zari
  • Damaging the border
  • Pulling threads
  • Damaging embroidery, stones, sequins or embellishments

If customer handling or alteration leaves a saree or related garment wholly unsaleable and without any remaining commercial value, no refund will be given for that item where withholding the full item price is justified by the actual loss and permitted by law. If the item retains commercial value, only an amount justified by the actual loss may be withheld.

9. CHURIDHARS, KURTAS, DRESSES AND CO-ORDINATED SETS

A churidhar, kurta, dress, suit or co-ordinated set must not be tailored, shortened, resized or otherwise altered if the customer intends to make a change-of-mind return. Once altered after delivery, it will not qualify for any voluntary change-of-mind return offered by JOVELLE & CO. Mandatory statutory rights remain subject to the qualifications stated in this policy.

For churidhars, kurtas, dresses, suits and co-ordinated outfits, excessive handling or alteration may include:

  • Tailoring
  • Shortening
  • Resizing
  • Sleeve alteration
  • Trouser alteration
  • Waist adjustment
  • Seam adjustment
  • Adding darts
  • Removing or adding material
  • Adjusting necklines
  • Modifying fastenings
  • Separating or modifying parts of a matching set

Missing components may affect the item’s commercial value.

If customer handling, alteration or missing components leave an item or set wholly unsaleable and without any remaining commercial value, no refund will be given for that item or set where withholding the full applicable price is justified by the actual loss and permitted by law.

10. COMPLETE SETS AND ACCESSORIES

Where merchandise was supplied as a set, all parts supplied with the product should be returned together.

This may include:

  • Dupatta
  • Shawl
  • Scarf
  • Belt
  • Blouse piece
  • Bottom or trousers
  • Underskirt
  • Jacket
  • Accessories
  • Decorative pieces
  • Spare buttons
  • Product bags or special presentation materials

If a component is missing, JOVELLE & CO. may withhold an amount justified by the actual loss where legally permitted.

If missing components leave the returned item or set wholly unsaleable and without any remaining commercial value, no refund will be given for that item or set where withholding the full applicable price is justified by the actual loss and permitted by law.

11. TAGS, LABELS AND SECURITY FEATURES

Where reasonably possible, customers should leave the following in their original condition while deciding whether to keep the product:

  • Product tags
  • Brand labels
  • Size labels
  • Security tags
  • Protective packaging

Removal of a tag does not automatically remove a statutory cancellation right or automatically result in refusal of a refund.

However, where the removal, destruction or alteration of tags, packaging or security features causes an actual commercial loss, JOVELLE & CO. may withhold an amount justified by that loss where legally permitted.

If the customer’s actions leave the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item where withholding the full item price is justified by the actual loss and permitted by law.

12. ITEMS MADE UNSALEABLE — CIRCUMSTANCES IN WHICH NO REFUND MAY BE PAYABLE

Where excessive handling, wearing, contamination, alteration, missing components or customer-caused damage has left merchandise wholly unsaleable and without any remaining commercial value, no refund will be given for that item where permitted by law and supported by the available evidence.

A full refusal of the item refund will apply only where the actual loss equals the item’s contract price. It will not be imposed automatically merely because one of the conditions listed in this policy is present. Each return will be assessed individually and reasonably.

Examples of circumstances that may leave an item wholly unsaleable include:

  • A dress clearly worn to an event and no longer commercially saleable
  • Clothing with significant body odour or sweat contamination
  • A heavily stained garment
  • A saree that has been cut or stitched
  • A garment materially altered by tailoring
  • Clothing seriously damaged by the customer
  • Clothing rendered wholly unsuitable for resale because of customer handling
  • A set returned without an essential component where the remaining items have no separate commercial value

If the merchandise retains commercial value, the no-refund rule will not apply. JOVELLE & CO. may instead withhold only an amount justified by the actual loss and permitted by law.

No amount withheld under this section is an arbitrary punishment, cancellation fee or automatic restocking charge.

This section does not apply where the condition arose from an inherent fault, damage present when supplied, an incorrect item being supplied, or another matter for which JOVELLE & CO. is legally responsible.

13. FAULTY, DAMAGED, INCORRECT OR NOT-AS-DESCRIBED GOODS

If you believe an item was:

  • Faulty when supplied
  • Damaged when supplied
  • Not as described
  • Incorrectly supplied

please contact JOVELLE & CO. as soon as reasonably possible after discovering the problem.

Where goods are lawfully rejected as faulty, damaged, incorrect or not as described, JOVELLE & CO. will bear the reasonable return costs where required by law.

14. PHOTOGRAPH AND VIDEO EVIDENCE FOR REPORTED FAULTS

To allow us to investigate quickly and reduce fraudulent or mistaken claims, we ask customers, where reasonably possible, to provide clear photographs or video of an alleged fault or damage.

Send the evidence to:

Please include:

  • Your order number
  • A full 360 view opening uncut, undited video of the product.
  • A close-up photograph or video of the alleged problem
  • Product labels where relevant
  • The outer parcel where transit damage is alleged
  • Internal packaging where relevant

15. OUR PRE-DISPATCH RECORDS

To protect against misuse of our returns process, JOVELLE & CO. may compare a customer’s claim or returned merchandise with records created before dispatch.

These may include:

  • Product photographs
  • Packing photographs
  • Packing video
  • Product or SKU information
  • Size and label information
  • Garment measurements
  • Quality-control records
  • Accessories or components recorded
  • Parcel weight
  • Tracking information
  • Packaging records

Where our records indicate that the product did not have the alleged damage at the point of packing, this evidence may form part of our investigation. Each claim will nevertheless be considered on its individual facts, including the possibility of damage occurring during delivery or a defect not being apparent during packing.

Records will be handled in accordance with applicable data-protection law and our Privacy Policy.

16. RETURN FRAUD AND PRODUCT SUBSTITUTION

JOVELLE & CO. reserves the right to investigate suspicious returns and claims.

This can include situations where there is evidence of:

  • A different garment being returned
  • An item not originally supplied by JOVELLE & CO. being returned
  • Substitution of a lower-value item
  • A different size or SKU being returned
  • Missing components
  • Deliberate damage
  • A false fault claim
  • A false non-delivery claim
  • A false damage-in-transit claim
  • Altered product labels
  • Manipulated packaging
  • Material discrepancies between parcel weights
  • Material discrepancies between photographic or video records and the item returned

Where fraud is reasonably suspected, relevant records may be retained and evidence may, where appropriate and lawful, be provided to the relevant payment provider, delivery provider, e-commerce platform, fraud-prevention service or law-enforcement authority.

Nothing in this section affects legitimate consumer rights.

17. REFUND PROCESS AND INSPECTION

A return request does not mean that a refund has automatically been approved.

Likewise, the following do not by themselves establish that the merchandise satisfies the return conditions:

  • Requesting a return
  • Creating a shipping label
  • Providing a tracking number
  • Sending a WhatsApp message
  • Sending an email

Where returned goods reach JOVELLE & CO. before the applicable reimbursement deadline, we may inspect and verify the goods before processing the refund.

18. RETURN TRACKING

For change-of-mind returns, the customer should use a reliable tracked service.

JOVELLE & CO. is not responsible for arranging ordinary change-of-mind return postage unless we expressly agree otherwise or the law requires us to do so.

Customers should retain the following until the return has been resolved:

  • Proof of postage
  • Tracking number
  • Return receipt

19. ORIGINAL DELIVERY CHARGES

Where UK cancellation law requires us to refund outbound delivery charges, the refund is limited to the amount corresponding to our least expensive standard delivery method.

If the customer chose:

  • Express delivery
  • Premium delivery
  • Priority delivery
  • Timed delivery
  • Another more expensive service

we are not required to refund the additional premium above the standard delivery cost.

20. REFUND METHOD

Refunds will normally be issued using the same payment method used for the original transaction. 

21. EXCHANGES

JOVELLE & CO. does not guarantee exchanges.

Where you require a different:

  • Size
  • Colour
  • Style
  • Product

you may be asked to return the original eligible product in accordance with this policy and place a separate new order.

This allows each transaction to remain separately documented and traceable. Nothing in this section limits any statutory right to repair or replacement that applies to faulty goods.

22. PERSONALISED AND CUSTOM-MADE GOODS

Goods made to the customer’s specifications or clearly personalised may be excluded from the ordinary change-of-mind cancellation right.

This exception does not remove statutory remedies where personalised or custom-made goods are faulty.

23. SEALED HYGIENE GOODS

Where applicable, sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons may lose the change-of-mind cancellation right after the relevant seal has been broken.

24. SALE, DISCOUNTED AND PROMOTIONAL ITEMS

Sale, discounted and promotional products retain the same statutory consumer rights as full-price products.

A sale label cannot remove rights arising because goods were faulty, not as described, incorrectly supplied, or because a statutory online cancellation right applies.

Any genuine statutory exception applying to a particular type of product remains unaffected.

25. PROOF OF PURCHASE

JOVELLE & CO. may request reasonable proof that the merchandise was purchased from us.

Evidence may include:

  • Order confirmation
  • Receipt
  • Payment record or bank statement
  • Other reliable purchase information

Proof of purchase does not necessarily have to be the original paper receipt where another reliable form of evidence is available.

26. THE RETURNED ITEM MUST MATCH THE ITEM SUPPLIED

The returned product may be checked against the original order for:

  • Design
  • Colour
  • Size
  • SKU
  • Labels
  • Markings
  • Components
  • Accessories
  • Other identifiable characteristics

The exact item supplied must be returned. Product substitution may be treated as suspected fraud.

27. RETURN PACKAGING

Customers must take reasonable steps to package returned merchandise securely enough to prevent avoidable damage in transit.

Where goods suffer damage because the customer failed to take reasonable care when packaging the return, that fact may be considered where legally relevant.

If inadequate return packaging causes damage that leaves the item wholly unsaleable and without any remaining commercial value, no refund will be given for that item only where withholding the full item price is justified by the actual loss and permitted by law.

28. RETURN IDENTIFICATION

Please include enough information for us to identify the return.

Preferably include:

  • Customer name
  • Order number

Failure to include identifying information may delay processing while we determine which transaction the return belongs to. It does not remove statutory rights or extend any mandatory deadline beyond what the law permits.

29. RETURN ADDRESS

Please contact JOVELLE & CO. for the applicable return instructions and return address before posting your return:

Do not assume that another address shown on the website is the correct return address. Sending a parcel to an incorrect or unauthorised address may delay receipt and processing.

30. CUSTOMER REPAIRS OR ALTERATIONS TO ALLEGEDLY FAULTY GOODS

If you believe merchandise is faulty, please contact us before attempting repairs or alterations wherever reasonably possible.

A customer will not be entitled to treat damage they caused themselves as an original product fault.

Attempts to:

  • Repair
  • Stitch
  • Glue
  • Alter
  • Tailor
  • Wash
  • Treat
  • Modify

an allegedly faulty item may make it more difficult to establish the original condition of the product and may affect the remedies available where the customer’s actions caused or materially worsened the damage.

31. FAULTS ARISING AFTER PURCHASE

JOVELLE & CO. distinguishes between a genuine product defect and damage caused after delivery through misuse, accident, improper care or customer handling.

A product is not regarded as inherently faulty merely because it later becomes damaged by:

  • Incorrect washing
  • Incorrect drying
  • Excessive heat
  • Incorrect ironing
  • Customer alteration
  • Excessive force
  • Normal wear and tear
  • Accidental damage
  • Jewellery snagging
  • Misuse
  • Failure to follow reasonable care instructions

32. RIGHTS FOR GENUINELY FAULTY GOODS

This change-of-mind policy is separate from rights relating to genuinely faulty goods.

FAULT MUST BE INFOMED TO JOVELLE& CO. WITH VIDEO AND PHOTOGRAPHY PROOF, AN OPENING UNCUT, UNEDITED VIDEO SHOWING THE FAULT.

33. ABUSE OF THE RETURNS PROCESS

JOVELLE & CO. may take reasonable steps to protect the business from demonstrable or suspected systematic abuse of the returns process.

This may include documenting repeated incidents and taking appropriate action permitted by law and by our payment or e-commerce platforms.

No customer will be denied a statutory right. Any decision to restrict future discretionary service or investigate suspected abuse will be kept separate from the customer’s statutory rights relating to an existing transaction.

34. CONTACTING US

For returns, cancellations, faults or refunds, contact:

JOVELLE & CO.

When contacting us about an existing order, please include your order number wherever possible.

35. STATUTORY RIGHTS

Nothing in this Returns, Cancellation & Refund Policy is intended to exclude, restrict or replace any consumer right or remedy that cannot lawfully be excluded under applicable UK legislation.

36. CHANGES TO THIS POLICY

JOVELLE & CO. may update, amend, replace or withdraw this policy from time to time, including without giving customers individual advance notice. Any updated version will be published on our website with a revised “Last updated” date.

The version of this policy in force when an order was placed will normally continue to apply to that order, together with any mandatory legal rights. Customers should review the current policy before placing a new order.