We want you to be completely satisfied with your purchase. If you are not happy with your order, you have the right to return products in accordance with our 90-day return policy.

1. Right to Cancel (Cooling-Off Period)

You have the right to cancel your order within 90 days from the date you receive your goods, without providing a reason.

This policy exceeds the legal 14-day cooling-off period required under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. How to Initiate a Return

To return an item, please follow these steps:

1. Contact our customer support at info@japebo.co.uk to inform us of your return.
2. Pack the item securely in its original packaging (if possible).
3. Send the package to the return address provided by our support team.

Returns must be shipped within 14 days of notifying us of your return request.

3. Refund Process

Once we receive and inspect your return, we will process your refund within 14 days. Refunds will be issued to the original payment method used during checkout.

If you cancel your entire order within the legal 14-day cooling-off period, we will also refund the basic cost of standard delivery. If you chose an enhanced delivery option, we refund the standard delivery cost only.

After the initial 14-day statutory cooling-off period, our extended 90-day return policy applies, and outbound delivery costs are not refundable unless the item is faulty or incorrect.

If you return part of an order, outbound shipping costs are not refundable.

4. Condition of Goods on Return

You may inspect the goods in the same way you would in a shop. If the value of the goods is diminished because you have handled them more than necessary to establish their nature, characteristics and functioning, we may make a deduction from your refund to reflect that loss in value.

We recommend returning items in their original packaging where possible, or otherwise securely packaged to prevent damage in transit. Any damage or loss in value resulting from inadequate packaging or excessive handling may be deducted from the refund.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless:

• The item was defective or damaged upon arrival.
• The wrong item was received.

In these cases, we will cover the return shipping costs.

You are responsible for the return shipment until it reaches us. This means you are liable for any loss or damage occurring during return transit, so we recommend using a tracked service.

6. Ordered the Wrong Product?

If you accidentally ordered the wrong product, we are happy to assist you in getting the right one. Simply contact us at info@japebo.co.uk, and we will gladly help you choose the correct item.

Please note that hygiene-sensitive items such as ear domes, wax guards, filters and cleaning products can only be returned if they are unopened and the seal remains intact. If you are unsure whether you have ordered the correct product, please contact us before opening or trying the items. We will guide you to the right choice and help you avoid an unnecessary return.

Where applicable, we can provide a prepaid return envelope for your convenience.

7. No Right to Cancel (Statutory Exceptions)

The legal right to cancel does not apply to the following types of goods:

• Goods made to your specifications or clearly personalised.
• Goods that are liable to deteriorate or expire rapidly.
• Sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery (e.g., ear domes, wax guards, cleaning products).
• Sealed audio or video recordings or sealed computer software once unsealed after delivery.

8. Items Excluded from Returns

The following items cannot be returned:

• Custom-made or personalized products.
• Hygiene-sensitive items that have been unsealed (e.g., ear domes, cleaning products).
• Gift cards or digital vouchers.

9. Warranty & Defective Products

All products are covered by a 2-year warranty in accordance with UK consumer protection laws. If your product develops a fault within this period, please contact us for a replacement or refund.

10. Contact Information

If you have any questions about returns or refunds, contact our customer service team:

Email: info@japebo.co.uk