Refund policy

Return & Refund Policy

At Janet & Sarah, we want you to be happy with your purchase. This policy applies to orders delivered to UK addresses. It does not affect your statutory consumer rights.

Returns within 14 days

You have 14 days from receiving your order to contact us if you want to return an item. To be eligible, items must be unused, unworn, in their original condition and packaging, with tags attached where applicable. You’ll also need proof of purchase.

To request a return, email info@janetandsarah.com before sending anything back. Items returned without prior approval may not be accepted.

Return postage

For unwanted items, the customer is responsible for return postage unless applicable law requires otherwise. If an item is faulty, damaged or incorrect, contact us as soon as possible and we’ll provide return instructions and cover the reasonable return cost where appropriate.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us promptly if it is defective, damaged or incorrect. We may ask for photographs or other information so we can assess the issue. Depending on the circumstances, we’ll offer a repair, replacement or refund in accordance with your legal rights.

Items that cannot be returned

For hygiene and safety reasons, we may not accept returns of items that have been used, damaged after delivery, or returned without their original packaging. Personalised items may also be non-returnable unless they are faulty or incorrect.

Refunds

Once your return has been received and inspected, we’ll confirm whether your refund has been approved. Approved refunds will be sent to the original payment method within the timeframe required by applicable law. Your bank or payment provider may need additional time to process the refund.

Any refund of delivery charges will be handled in accordance with applicable consumer law.

Exchanges

We don’t currently offer direct exchanges. If you need a different item, you can return the original item and place a new order once the return has been accepted.

Contact us

For return or refund questions, contact:

Email: info@janetandsarah.com