Hassle-Free Returns and Refunds at J&M Online Store

At J&M Online Store, your satisfaction matters to us. As a family-run business based in Derry, Northern Ireland, we want every purchase to feel safe, fair, and straightforward. If something is not right with your order, we are here to help.

Returns and cancellations

You may request a return within 14 days of receiving your order.

After notifying us that you wish to return an item, you will have a further 14 days to send it back.

To request a return, please email JohnKelly@jmonlinestore.net with:

• Your name
• Your order number
• The item you wish to return
• The reason for the return, where applicable

Please do not return an item without contacting us first. Returns sent without prior approval or instructions may be delayed.

Return address

Approved returns must be sent to:

J&M Online Store
[INSERT FULL RETURN ADDRESS]
Derry, Northern Ireland

Please replace the placeholder above with the complete return address before publishing this policy.

Condition of returned items

Please take reasonable care of the item while it is in your possession.

You may inspect the item in the same way that you would in a physical shop. Where possible, it should be returned:

• Unworn and unused

• With its original tags

• In its original packaging

• With the receipt or other proof of purchase

If an item has been handled more than reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund. This does not affect your rights if the item is faulty, damaged, incorrectly described or not fit for purpose.

Return postage

Customers are responsible for return postage costs when returning an unwanted item or changing their minds.

J&M Online Store will cover reasonable return postage costs when:

• The item is faulty or damaged

• The wrong item was supplied

• The item is not as described

We recommend using a tracked postal service, as we cannot be responsible for returned parcels that are lost in transit.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as reasonably possible if the item is faulty, damaged or incorrect.

Email JohnKelly@jmonlinestore.net with your order number and clear photographs of the item and packaging where possible. We will review the issue and arrange an appropriate replacement, repair or refund at no additional cost.

Your statutory consumer rights are not affected by this policy.

Exceptions and non-returnable items

We cannot accept change-of-mind returns for:

• Customised or personalised products

• Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken

• Gift cards that have already been used or redeemed

These exclusions do not apply when an item is faulty, damaged, incorrectly supplied or not as described.

Sale items have the same statutory return rights as full-price items.

Please contact us before purchasing if you are unsure whether a particular product can be returned.

Exchanges

If you would like a different item, size, colour or design, please contact us at JohnKelly@jmonlinestore.net.

The quickest option is usually to return the original item and place a separate order for the replacement once the return has been accepted.

If we supplied a faulty, damaged or incorrect item, we will arrange the appropriate replacement at no extra cost.

European Union cooling-off period

If an order is delivered to a customer in the European Union, the customer generally has the right to cancel the order within 14 days of receiving it, without providing a reason.

After notifying us of the cancellation, the customer will have a further 14 days to return the item.

Any additional consumer rights provided by the laws of the customer’s country will continue to apply.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be issued to the original payment method. We will process the refund within 14 days of receiving the returned item or receiving acceptable evidence that it has been sent back.

For a full-order cancellation, we will also refund the original standard delivery charge where applicable. Additional amounts paid for express or premium delivery are not refundable beyond the cost of standard delivery.

After we process the refund, your bank or payment provider may take an additional 5–10 working days to show it in your account.

If more than 15 working days have passed since your refund was approved, please contact JohnKelly@jmonlinestore.net.

Contact us

For questions about returns, exchanges or refunds, contact:

Email: JohnKelly@jmonlinestore.net
Business: J&M Online Store
Location: Derry, Northern Ireland