Cancellation, Returns and Refunds (valid for online webshop sales only)
Our Cancellation Policy:
Orders placed with JuteBag.co.uk can be cancelled or amended on condition that the order has not yet entered the dispatch process. To cancel an order please contact us at sales@jutebag.co.uk or call 0845 838 4656.
Our Returns Policy
If the goods in your order have been damaged or arrived faulty please let the courier company involved know immediately and they will inform us. Alternatively, you can take photographic evidence and send this to us via e-mail with a full description of the order and damages. The next step is to send a letter to inform us of the problem and this must be received within 7 days of your delivery date. JuteBag.co.uk reserves the right to formally assess the situation and make arrangements to replace any products that have been damaged on delivery depending on the severity using our analysis. Damaged or faulty goods need to be returned to JuteBag.co.uk within 7 days of receiving the order. JuteBag.co.uk will aim to replace any faulty or damaged items within 30 days of notification.
Refund Policy
If you wish to cancel an order and do not want to replace your items with the same purchase or alternate goods, JuteBag.co.uk will offer a repayment on the purchase amount minus a 20% handling fee. Please expect at least 7 working days for your refund to appear back on your card or account. As part of the refund policy, it is your responsibility to send the goods back (within 14 days of the delivery date) at your own expense to the address on the Contact Us page on our website. Products must be received back in the same condition that they were received or we retain the right to ask for full payment on the order. Please note that the refund policy is not in conjunction with any printed or bespoke bags.
Incorrect items within an order
If you feel you have received the incorrect order or product. Please contact us within 48 hours of receiving the order and let us know exactly what you have received and what your original order details were. We will endeavour to send you the correct items within 5 working days and will arrange for our couriers to collect the incorrect product.
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