Return and refund policy

1. Your Legal Rights

Your rights under the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015 apply to every order and are not affected by anything in this policy.

In practice this means:

• Change of mind: cancel within 14 days of receiving your order, for any reason, with a further 14 days to return the item
• Faulty or misdescribed goods: full refund within 30 days of delivery

Our own returns window exceeds the statutory minimum — see section 2.

2. Our Returns Window

We offer a 30-day return window from the date of delivery. To be eligible:

• Items must be unworn, unwashed, and in original condition with tags attached
• Sale items are excluded from our 30-day window but remain covered by your statutory 14-day cancellation right and Consumer Rights Act protections if faulty

3. How to Request a Return or Report an Issue

Email support@ecojay.eco with your order number, reason for return, and - for faulty or incorrect items - a photo of the issue. We aim to respond within 2 business days.

Return postage:

• Change-of-mind returns: return postage is your responsibility. We recommend a tracked service - Evri is a cost-effective option for most parcel sizes
• Faulty, damaged, or incorrect items: we'll provide a prepaid return label
• International returns: return postage is the customer's responsibility in all cases

4. Exceptions

The following are exempt from cancellation rights under CCR 2013:

• Customised or personalised items made to your specification

Faulty goods remain covered by the Consumer Rights Act regardless of the above.

5. Refunds

Approved refunds are processed within 5 working days of receiving and inspecting your return, to your original payment method. Allow a further 3–5 working days for your bank or card provider to clear the amount.

Standard delivery charges are refunded on CCR 2013 cancellations. Express or premium delivery charges are non-refundable unless the return is due to our error.

6. Order Cancellations & Changes

• Cancel within 24 hours of ordering for an immediate full refund
• After 24 hours, your order may already be in processing - contact us as soon as possible and we'll do what we can
• Once dispatched, changes and cancellations are not possible. Your statutory 14-day return right applies from the date you receive the order