Refund and returns policy

This policy explains how returns and refunds work when you buy from Jolturn. It sits alongside your legal rights as a consumer and does not replace them. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your right to cancel (14 days)

If you are a consumer in the UK, you may cancel your order for any reason within 14 days of the day you receive it.

To cancel, email info@jolturn.co.uk with your order number and a clear statement that you are cancelling. We will acknowledge this by email. You then have a further 14 days from telling us to send the goods back.

You may examine the product as you reasonably would in a shop. If you handle it beyond what is necessary to establish its nature, characteristics and function — for example by using it, or by damaging or discarding the packaging or accessories — we may reduce your refund to reflect the loss in value.

We will refund the price you paid plus the standard outbound delivery charge within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier. You are responsible for the cost of returning the goods.

2. Our 30-day return

Beyond the 14-day statutory period, we will accept a return up to 30 days from the day your order is delivered, provided the conditions in section 3 are met. This is a goodwill policy offered in addition to your legal rights, and is subject to those conditions.

On a goodwill return the outbound delivery charge is not refunded, and return postage is your responsibility.

3. What we can accept back

For a goodwill return under section 2, the product must be:

• unused and in the condition you received it;
• complete, with the battery clamps, air hose, inflation adapters, charging cable, manual and carry case;
• in its original packaging, undamaged and unmarked.

We cannot accept a goodwill return where the product has been used, where parts or packaging are missing, or where it has been damaged after delivery. This does not affect your rights if the product is faulty, which are covered in section 7.

4. How to start a return

Email info@jolturn.co.uk with your order number and tell us what you would like to do. We aim to reply within one working day with the return address and instructions for sending it.

Please do not send anything back before you have heard from us. The Jump Star contains a lithium-ion battery and cannot be returned to a general address or by an ordinary postal service — see section 5. Returns sent without contacting us first may be delayed, refused by the carrier, or returned to you.

5. Sending a battery back safely

The Jump Star contains a lithium-ion battery. Lithium batteries are classed as dangerous goods and are restricted or prohibited on most standard postal services, so a return cannot simply be posted.

When you contact us we will confirm which service to use and how to pack and label the parcel, and you must follow those instructions. We cannot accept responsibility for a parcel that is refused, delayed, confiscated or destroyed by a carrier because it was sent by an unsuitable service or was packed incorrectly, and we cannot refund an item that does not reach us.

We recommend a tracked service and keeping your proof of postage. Until the parcel reaches us, it remains your responsibility.

6. Refunds

Once your return arrives we will inspect it and email you the outcome. Where a refund is due, we issue it within 14 days.

Refunds go to the card or account used to pay for the order. We cannot refund to a different card, account or person. How quickly the money appears is set by your bank or payment provider, and usually takes a further three to five working days after we issue it.

7. Faulty, damaged or incorrect items

If your order arrives damaged, faulty or not what you ordered, email info@jolturn.co.uk with your order number and a photograph or short clip of the problem. We will arrange the return at our cost and put it right.

Under the Consumer Rights Act 2015 you may reject a faulty product for a full refund within 30 days of delivery. After that, and for the first six months, you are entitled to a repair or a replacement, and to a refund if neither is possible. For the first six months it is for us, not you, to show that the product was not faulty when it was delivered.

Every Jump Star also carries our 12-month warranty, which runs from the day it is delivered and is in addition to your statutory rights. You can read it on our support page.

8. Late or missing refunds

If we have confirmed your refund and it has not reached you:

• check the statement for the card or account you paid with;
• allow a few more working days — banks and card issuers often post refunds later than they receive them;
• contact your bank or payment provider and ask about pending credits.

If you have done all three and the refund still has not appeared, email us and we will send you the refund confirmation and reference so it can be traced.

9. Before you contact your bank

If something has gone wrong with your order, please email us first. Almost everything is resolved in one reply, and a chargeback raised before we have had the chance to help takes considerably longer to settle for both of us. Where a chargeback is raised, we co-operate fully with your bank or payment provider and provide the order and delivery records they ask for.

10. Changes to this policy

We may update this policy from time to time. The version published on this page when you place your order is the version that applies to that order.

Contact

Email: info@jolturn.co.uk

Monday to Friday, 9am to 5pm. We aim to reply within one working day.