Returns Policy

Introduction

Thank you for shopping with Thomas Jacks Limited. We hope you are delighted with your purchase. However, if you are not completely satisfied, we’re here to help. This Returns Policy explains your rights and options regarding returns, exchanges, and refunds in compliance with UK consumer laws, including the Consumer Rights Act 2015.

Your Right to Cancel

If you change your mind, you have the right to cancel your order and request a refund within 14 days of receiving your items. This applies only to online and distance sales. To qualify for a refund, items must be returned in their original condition, unused, unworn, unwashed, and with all tags and packaging intact.

How to Cancel

To cancel your order, please email us at sales@thomasjacks.co.uk with your order number, the items you wish to return, and your reason for the return. We will then provide instructions on how to return the items.

Returns Process

Conditions for Returns

• Items must be returned within 14 days of notifying us of your cancellation.
• Returned items should be in original packaging, unused, and in the same condition as received.
• We cannot accept returns of custom-built items.

How to Return

Please contact us for a Return Merchandise Authorisation (RMA) number. Without this, you could experience delays upon arrival.To issue an RMA number we will require:

• Full Name
• Full Delivery Address
• House Name/Number, Street
• Address Line 2
• Address Line 3
• City/Town
• County
• Postcode
• UK Area (i.e., England, Scotland, Wales, Northern Ireland etc).
• Full Invoice Address (if different from the Delivery Address)
• Contact Details
• Landline Telephone Number (if applicable)
• Mobile Telephone Number
• Email Address
• Item Details
• Item Brand
• Item Product SKU and/or Description (i.e., 77425 / Pulsar Axion Key XM30)
• If applicable the Device Serial Number (usually between 8-14 digits dependent on brand and located on the device)
• Brief Description of Issue(s)

Please package the items securely.

We kindly request that a copy of the RMA is included within your returned item(s), or your Return Number (880_ _ _ _ _) is noted with the item(s).

Please do not send anything to us without first obtaining an RMA number which will be issued via email (please check your junk / spam folders if you have not received it before contacting us).

Ship the return to:

Thomas Jacks Limited,

Apex House,

Timothy’s Bridge Road,

Stratford-upon-Avon,

Warwickshire,

CV37 9BF

Please note that you are responsible for return shipping costs unless the item is faulty or incorrectly supplied.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund:

• Approved Refunds: We will process your refund to your original payment method within 14 days of receiving your return. Please note that refunds may take a few days to appear in your account, depending on your bank.
• Partial Refunds: We may offer a partial refund for items returned in a condition that does not meet our policy (e.g., missing tags or packaging).
• Shipping Costs: Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., a faulty or incorrect item).

Exchanges

We do not offer exchanges.

Please return the item by following the Return Process and place a new order.

Faulty or Incorrectly Supplied Items

If you receive a faulty or incorrectly supplied item, please let us know as soon as possible, within 30 days of receipt:

• Email us at info@thomasjacks.co.uk with your order number and a description of the fault or error and we will provide you with return shipping instructions.
• Once we have received the item we will confirm the issue and will offer you a replacement, repair, or full refund.

Exceptions

Some items are exempt from return or refund under UK consumer law (unless they are faulty):

• Personalised or Custom-Made Items: Products that have been customised or made to your specifications are non-returnable unless faulty.
• Perishable Goods: Items with a Use By date cannot be returned.

Contact Us

If you have any questions about this Returns Policy or need assistance with your return, please contact our Customer Service team at:

Email: info@thomasjacks.co.uk

Phone: 01789 264100

Address: Thomas Jacks Limited, Apex House, Timothy’s Bridge Road, Stratford-upon-Avon, Warwickshire, CV37 9BF

Last Updated: 15th November, 2024