Returns & Cancellation Policy
Your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
14-Day Statutory Cancellation Right
Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your distance purchase for any reason within 14 consecutive days without giving any explanation.
The cancellation period begins on the day the order is concluded and ends 14 days after the day on which the goods come into your physical possession (or the physical possession of a person identified by you to take delivery).
To exercise your right to cancel, you must inform us of your decision by a clear statement. You may email us at returns@juteroot.com or complete and return the Model Cancellation Form below.
Who Pays for Return Postage?
Unless an item is faulty, damaged, or not as described, the customer is responsible for paying the direct cost of returning the goods.
We strongly recommend using a tracked postal service (such as Royal Mail Tracked) and keeping your proof of postage, as goods remain your responsibility until safely received at our return facility.
Condition of Returned Goods
You are entitled to inspect the goods as you would in a retail shop. However, if the value of the goods is diminished by any handling beyond what is necessary to establish their nature, characteristics and function, we reserve the legal right to deduct an amount from your refund.
Please return items in their original condition with all product tags and unbleached packaging intact.
Refund Timeline (Within 14 Days)
In accordance with UK legislation, we will reimburse all payments received from you, including the costs of original standard delivery, no later than 14 days from the day on which we receive the goods back (or 14 days after receiving evidence that you have sent the goods back, whichever is earlier).
Refunds are issued using the same payment method as you used for the initial transaction (e.g., Stripe, Visa, Mastercard, Apple Pay). You will not incur any fees as a result of such reimbursement.
Faulty or Misdescribed Goods (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, all goods supplied must be of satisfactory quality, fit for purpose, and as described.
If your item arrives faulty or develops a manufacturing defect:
- Within 30 days of delivery: You have an absolute legal right to reject the goods and claim a full refund including return postage costs.
- After 30 days and up to 6 months: We will provide a repair or replacement. If a repair or replacement is not possible or unsuccessful, you are entitled to a full refund.
Return Warehouse Address
Please clearly mark your parcel with your original Order Number and return to:
Jute & Root Returns Centre
Returns Contact: returns@juteroot.com
[TODO: Real UK Physical Return Warehouse Postal Address Required for Customer Parcel Returns - Contact returns@juteroot.com for return authorization label]
Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract under the Consumer Contracts Regulations 2013).
To: Jute & Root Ltd, Email: returns@juteroot.com
Physical Postal Address: [TODO: Real UK Street Address Required by UK Law for Distance Selling]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / Received on [*]: ___________________________
Order Number: ___________________________
Name of consumer(s): ___________________________
Address of consumer(s): ___________________________
Signature of consumer(s) (only if this form is notified on paper): ___________________________
Date: ___________________________
[*] Delete as appropriate.