Legal

Returns & Cancellations

Last updated 12 September 2026

We are a small family business, and we would much rather get the size right first time than process a return — so please check your measurements before ordering. If something still isn’t right, here is exactly where you stand.

Ordered through Amazon? Please return it through your Amazon account. Amazon handles those orders under their own returns policy, and we cannot refund an Amazon order from here.

Your right to change your mind

For orders placed directly with us, you have 14 days from the day you receive the goods to tell us you want to cancel, for any reason. You then have a further 14 days to send them back.

How to cancel

Email support@jtdesigns.uk with your order number and a clear statement that you are cancelling. A sentence is enough:

“I hereby give notice that I cancel my contract of sale of the following goods: [item], ordered on [date], order number [number]. Name, address, date.”

You don’t have to use that wording, but do tell us before the 14 days are up.

Return postage

You pay the cost of returning the goods when you are simply changing your mind. We recommend a tracked or signed-for service — until they reach us, the goods are your responsibility, and we cannot refund a parcel that never arrives.

Condition of returned goods

Please return the surround and the fixing screws, ideally in the original packaging. You may handle the item as you would in a shop to check it, but if its value is reduced through handling beyond that — for example if it has been drilled, cut, painted or installed — we may deduct an amount from your refund to reflect the loss.

Your refund

We refund within 14 days of receiving the goods back, or of you showing proof that you posted them, whichever is sooner.
Refunds go back to the card or payment method you used.
We refund the price of the goods. As delivery was free, there is no outbound postage to refund.

Faulty, damaged or wrong items

This is different, and you are not out of pocket. If an item arrives faulty, damaged or not as described:

Tell us within 30 days of delivery and you can reject it for a full refund.
After 30 days, you are entitled to a repair or replacement, and to a refund if that isn’t possible.
We pay the return postage — tell us before you send anything and we will sort it out.

A photograph emailed to support@jtdesigns.uk is often the quickest way to get it resolved.

Bespoke and made-to-measure orders

Made to your own measurements? The law does not give a right to change your mind on goods made to a customer’s personal specification, so bespoke sizes are non-returnable. Please double-check your dimensions before ordering one. If a bespoke item arrives faulty or doesn’t match the specification you gave us, your rights above still apply in full.

How to send something back

Please contact us before returning anything. We will reply with the correct return address. Returns are not received at our business address above, so a parcel sent there may not reach us.

Contact: support@jtdesigns.uk
Please include: Your order number, inside the parcel

For your cancellation right, what matters is telling us within the 14 days. You then have a further 14 days to post the goods back to the address we give you.

None of this affects your statutory rights.