Refund policy

Returns & Refunds Policy

Last updated: 3 October 2026

At Jelieora Venture, we want you to be happy with your purchase. If you are not completely satisfied with an item, please contact us and we will help you with the appropriate return, refund, repair or replacement process.

This policy applies to purchases made through the Jelieora Venture online store and does not affect your statutory consumer rights.

1. Changing Your Mind

Our Goodwill Returns Window

In addition to your statutory cancellation rights, we offer a voluntary 90-day goodwill return window on most items. This means that if you change your mind about a purchase, you may contact us within 90 days of receiving your order to request a return.

This goodwill window is offered at our discretion and is subject to the following conditions:

• The item must be unused, unworn and in its original condition
• Original packaging, labels and tags should be included where possible
• The return must be initiated by contacting us before sending anything back
• Return postage costs for change-of-mind returns are the customer's responsibility unless otherwise agreed

Where a product has specific return restrictions (see Section 7), the goodwill window may not apply or may be limited. Please check the product page for any specific conditions.

2. Items That Are Faulty, Damaged or Not as Described

If an item is faulty, damaged, not as described, or does not do what it is supposed to do, please contact us as soon as possible.

Your statutory rights are not affected by this policy. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under UK consumer law. 

For damaged or incorrect items, please contact us with:

Your order number

The email address used for the order

A description of the problem

Photographs or video showing the issue, where appropriate

Please do not return a faulty or damaged item before contacting us, as we may need to provide specific return instructions.

3. How to Request a Return

To request a return or cancellation, please contact us through our Contact Us page.

Please include:

Order number:

Name:

Email used for the order:

Reason for return:

Photos/videos, if applicable:

We will provide the appropriate next steps and return instructions.

Because some Jelieora Venture products may be fulfilled from different suppliers or locations, the return address can vary depending on the product.

Please do not send a return to an address shown on the parcel or to a supplier address unless we have specifically instructed you to do so.

4. Return Postage

For a change-of-mind return, the customer will generally be responsible for the direct cost of returning the goods unless we have agreed otherwise.

Where an item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights, including responsibility for necessary return costs where applicable. 

5. Refunds

Once your return has been received and assessed, we will process any refund that you are entitled to.

For cancellations under the applicable online-shopping cancellation rules, refunds are generally made within 14 days of receiving the returned goods or receiving appropriate evidence that they have been returned, subject to the applicable legal requirements. 

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed with you. 

Where a customer exercises their statutory cancellation right, the standard delivery charge paid for the original order is generally refundable. Any additional amount paid for an upgraded delivery service may not be refundable beyond the cost of the standard delivery option. 

Your payment provider or bank may require additional time for the refunded amount to appear in your account.

6. Exchanges

We do not guarantee exchanges because product availability can change.

Where an exchange is not available, we may instead process a refund where you are legally entitled to one.

If you require a different size or colour, please contact us and we will advise you of the available options.

7. Products With Special Return Restrictions

Certain products may be subject to specific legal exceptions or restrictions, including some personalised or made-to-order products, goods that deteriorate quickly, and certain sealed goods where the seal has been broken for health or hygiene reasons.

Where a particular product has a specific restriction, this will be stated on the relevant product page where applicable.

Nothing in this section limits any statutory rights you may have.

8. Sale Items

Sale and promotional items are covered by the same applicable consumer rights as full-price items.

A discount does not remove your statutory rights where goods are faulty, not as described or otherwise fail to meet the requirements of UK consumer law. 

9. International Returns

For international orders, return arrangements may vary depending on the product, fulfilment location and destination country.

Customers outside the UK may have additional consumer rights under the laws applicable to their country.

Please contact us before returning an international order so that we can provide the correct return instructions.

International customers may also be responsible for applicable return shipping costs for change-of-mind returns unless otherwise required by applicable law.

10. Statutory Consumer Rights

Nothing in this Returns & Refunds Policy is intended to remove or restrict rights that you have under applicable consumer protection law.

In particular, UK consumers have legal protections concerning goods that are faulty, not as described or otherwise do not conform to the contract. 

Where a legal right applies, this policy does not replace or reduce that right.

11. Contact Us

If you need help with a return, refund, damaged item or incorrect order, please contact us through our Contact Us page.

Please include your order number so that we can locate your purchase quickly.

Jelieora Venture

Affordable Style & Lifestyle

Look Good. Feel Good. Live Better.