Refund policy

At Jorix, we are committed to ensuring your satisfaction with every purchase. If you are not completely happy with your order, we offer a simple and transparent return process.

Eligibility for Returns

  • Items can be returned within 30 days of delivery, provided they are unused, undamaged, and in their original packaging with all labels intact.
  • Exceptions: Customized or made-to-order products, as well as hygiene-related items (such as socks and underwear), cannot be returned unless they are defective or damaged.

Return Instructions

To initiate a return, please follow these steps:

  1. Contact Us: Email info@jorix.uk with your order number and the reason for the return.
  2. Receive Authorization: Our team will review your request and provide a Return Authorization Number (RAN) along with detailed instructions.
  3. Pack Your Items: Securely pack the product in its original packaging, ensuring it includes all original documents and the provided RAN.
  4. Ship the Return: Follow the given instructions and ensure the package is sent with a tracking number.

Return Address

All returns must be sent to our warehouse. To obtain the correct return address, please contact info@jorix.uk.

⚠ Important:

  • Customers must correctly prepare and label their return packages, as Jorix does not provide prepaid return labels.
  • We are not responsible for lost or incorrectly labeled return parcels.

Return Costs

Customer Responsibility

  • If you are returning an item due to a change of mind or any non-defect-related reason, the return shipping cost is your responsibility.
  • Estimated costs: Return shipping starts at £7.50 GBP, but the final cost depends on the size and weight of the package.
  • We strongly recommend using a Track & Trace service to ensure safe delivery.

Jorix Responsibility

If you received a defective, damaged, or incorrect product, Jorix will:

  • Cover the return shipping costs.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery with the following details:

  • Order number
  • Name of the faulty product
  • Details of the issue
  • Clear photos of the damaged product and packaging

If the damage occurred during transit, please include photos of the outer packaging showing visible damage. Claims for shipping damage must be made within 7 days of delivery.

Without prior confirmation of the damage from our team, we cannot process a return or exchange.

Incorrect or Missing Items

If you received the wrong item or are missing a product from your order, please contact our support team immediately with:

  • Your order number
  • Name of the missing product
  • Name of the product you received
  • A photo of the incorrect product received

We will work quickly to resolve the issue and arrange for a replacement or refund.

Refund Process

  • Once your returned item is received and inspected, we will notify you of the refund status.
  • If approved, the refund will be processed within 5 business days and credited back to your original payment method.

Refund Exceptions

Refunds may be denied or reduced if:

  • The returned item shows clear signs of use.
  • The product is damaged or missing parts (not due to our fault).
  • The return is initiated beyond the 30-day window.

International Returns

  • Customers returning items from outside the UK are responsible for return shipping costs, duties, and taxes, unless the item is defective or an error was made on our part.

Product Exchange

We do not offer direct product exchanges. If you wish to exchange an item, please:

  1. Return the original item following the return process.
  2. Place a new order for the desired product.

Missing Orders

If your order does not arrive within the expected timeframe, contact us immediately. We will investigate the issue, and if the product is confirmed lost, we will offer a refund or replacement.

Final Notes

Jorix reserves the right to modify this policy at any time. Changes will be posted on our website and will apply to all purchases made after the publication date.

If you have any questions, please reach out to our customer service team at info@jorix.uk.

 

Contact information:

Email: info@jorix.uk

Or reach out to us through our contact form.

Company information:

Company Name: Arentsen DGTL

Company number: 91554241

Address: Van Houtstraat 8, Duiven, Gelderland, 6921BG, Netherlands

Email: info@jorix.uk

Tel.: +44 07349604762

Customer Service: Our customer service is available from 9:00 to 17:00 (Monday to Friday).