Refund policy

We appreciate you shopping with Jack Nord (https://jacknord.com/). Kindly review our Return and Refund Policy below prior to finalizing your purchase, as it details our guidelines for returning items and receiving refunds.

Timeframe for Returns

Customers have a 30-day window, starting from the day the order is delivered, to submit a return request.

This includes your legal right under the Consumer Contracts Regulations 2013 to cancel your order for any reason within 14 days of delivery and receive a full refund.

Return Eligibility

For a return to be accepted, the product must meet these conditions:

  • Remain unused and in pristine original condition
  • Be returned in its original packaging
  • Include a valid proof of purchase or receipt

If you cancel within 14 days of delivery, you may handle an item as you would in a shop to inspect it. If an item has been used or handled beyond this, we may reduce your refund to reflect any loss in value.

How to Initiate a Return

To begin your return, please get in touch with our customer care team at support@jacknord.com or fill out our online contact form. Once your request is authorized, we will send you step-by-step return instructions. Please contact us before sending anything back, as packages sent without prior authorization may be delayed or lost.

Shipping Costs for Returns

Return shipping expenses are the responsibility of the customer. However, if you receive an item that is incorrect, defective, or damaged, we will cover the cost of returning it and resolve the matter at no extra charge.

Issues with Your Order (Damaged or Incorrect)

If your package arrives with defective, damaged, or wrong items, please reach out to us right away at support@jacknord.com and include clear photographs of the issue. We will quickly review your case and, at your choice, arrange a replacement or a full refund.

Under the Consumer Rights Act 2015, if an item is faulty you are entitled to a full refund if you tell us within 30 days of delivery. After 30 days, we will offer a repair or replacement, and if that is not possible or does not fix the problem, a refund.

What is Not Considered a Defect

The following scenarios are not classified as quality defects and do not qualify for a defective-item return:

  • Material Nuances: Minor details like slight texture changes or color discrepancies caused by different screen or monitor settings.
  • Dimension Issues: Please consult the product dimensions on our site prior to buying. Items not fitting perfectly in your space are not considered defective.
  • Personal Preference: Changing your mind about an item's color, style, or overall look.
  • Wear and Tear: Any damage resulting from regular use, improper handling, or unauthorized alterations.

These items can still be returned under our standard return policy above.

Items Ineligible for Return

We cannot accept returns on the following merchandise:

  • Gift cards
  • Customized or bespoke items
  • Discounted or sale merchandise returned after the 14-day cancellation period (these can be returned within our 30-day window, but the refund will be provided as store credit rather than sent back to your original payment method). Sale items returned within 14 days of delivery are refunded to your original payment method.

Item Exchanges

If you wish to exchange a product, please initiate a standard return for the original piece. Once your return is authorized, you can go ahead and place a separate order for your new item.

Canceling an Order

Order cancellations are only accepted within 24 hours of placement. Beyond this window, our automated processing system kicks in, and the order cannot be stopped. If you miss this timeframe, simply wait until the package arrives and start a standard return process. This does not affect your right to cancel within 14 days of delivery.

How Refunds are Processed

After we receive and assess your returned package, we will notify you of the approval decision. For standard items, approved refunds will be credited back to your original payment method within 9 business days, and always within 14 days of us receiving the item back. For sale items returned after the 14-day cancellation period, refunds are issued in the form of store credit. Keep in mind that your credit card company or bank may need extra time to post the funds to your account.

Important: Please do not mail your return to the address found on our website. You must contact our support team at support@jacknord.com to get the correct, dedicated return