Refund policy
Last updated: July 15, 2026
1. Return Window
We offer a 14-day return and exchange window starting from the date your order is delivered.
European Union Customers — Right of Withdrawal (EU Consumer Rights Directive): If your order is shipped to a European Union country, you have the legal right to withdraw from your purchase within 14 days of receiving your order (or the last item in your order, for multi-item orders), without giving any reason. To exercise this right, notify us within those 14 days at info@jacketcreator.com. Once notified, you then have a further 14 days to return the item(s).
2. Condition of Returned Items
To be eligible for a return or exchange, items must be:
- Unworn and unwashed
- In original, brand-new condition
- All original product tags still attached
- Returned in original packaging
- Accompanied by proof of purchase (order number and email address used at checkout)
3. Non-Returnable / Exempt Items
The following items are final sale and cannot be returned or refunded:
Custom-made or personalised items — items made to your specific measurements, design choices, or personalisation requests cannot be returned as they cannot be resold.
Exception: If your custom or personalised item arrives with a manufacturing or production defect, we will provide a free replacement or repair at no cost to you.
Note for EU customers: Under EU consumer law, the right of withdrawal does not apply to goods made to a consumer's specifications or clearly personalised.
4. How to Start a Return, Exchange, or Cancellation
We accept returns from customers worldwide. All returns are shipped to and processed at our facility in Hounslow, United Kingdom (see Section 9 for the address); we do not currently operate local return facilities in other countries. We do not accept in-store returns. International customers should note that shipping times back to the UK will be longer than domestic returns — see Section 10 for customs and duties.
You have two ways to initiate a return or cancellation:
Option A — Self-Service (Fastest): Go to your order confirmation email and click the "Request Return" or "Cancel Order" button on your order page. Follow the on-screen steps to submit your request instantly.
Option B — Contact Us Directly: Email us at info@jacketcreator.com with your order number and the email address used at checkout. Our team will process your request and send return instructions. If your return qualifies for a free prepaid label, we'll email it to you.
Please use the self-service portal or contact our support team before mailing your item back, so we can confirm your return address, route your package correctly, and avoid processing delays.
5. Refunds
Once we receive your returned item(s), we'll check them against the condition guidelines in Section 2:
- We'll send you an email confirmation once your return has been processed.
- We'll issue your refund within 10 business days of receiving your returned item.
- EU customers: Refunds will be issued within 14 days of us receiving the returned item, in accordance with EU consumer law.
Restocking Fees: None. We charge $0.00 in restocking fees on all returns and exchanges — no exceptions.
Currency: All prices, checkouts, and refunds are processed in United States Dollars (USD). Refunds are issued in USD for the exact amount originally paid; if your card or bank uses a different currency, your provider's exchange rate and any foreign transaction fees will apply and are outside our control.
6. Return Shipping Costs
| Return Reason | Who Pays Return Shipping |
|---|---|
| Change of mind, wrong size, or other customer-initiated returns | Customer |
| EU Right of Withdrawal (change of mind) | Customer |
| Defective or damaged item | Jacket Creator (free prepaid label provided) |
| Wrong item received | Jacket Creator (free prepaid label provided) |
| Exchange (replacement shipping to you) | Jacket Creator (we cover the cost of sending your replacement) |
Expedited shipping charges are non-refundable in all cases.
EU note: For Right of Withdrawal returns, customers are responsible for the direct cost of returning goods unless we have agreed to bear that cost or failed to inform you of your responsibility to pay. We will clearly communicate this at the time of your return request.
7. Exchanges
We offer exchanges for defective, damaged, or incorrect items. If eligible, we cover the full cost of return shipping and sending out your replacement.
For size or style exchanges on non-defective items, you're responsible for return shipping. Once we receive the item, we'll ship the replacement to you.
To request an exchange, email info@jacketcreator.com with your order number and the details of what you'd like exchanged, or use the "Request Return" button on your order confirmation page.
8. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, please contact us within your 14-day return window at info@jacketcreator.com. We'll arrange a free return and issue a full refund or send a replacement — whichever you prefer — at no cost to you. This covers manufacturing defects, transit damage, or items shipped incorrectly by us; it does not cover damage from misuse, normal wear and tear, or alterations made after delivery.
9. Contact Us & Return Address
Trading Entity: Jacket Creator Ltd (Company Number: 16248509), registered in England and Wales.
Customer Support Email: info@jacketcreator.com
Phone: +44 741 465 9113
Return Address: 15 Scott Gardens, Hounslow, TW5 9JU, United Kingdom
All returns are shipped to this address regardless of your location. International customers should allow additional time for transit and any customs clearance.
10. International Returns — Customs & Import Duties
For returns shipped to us from outside the United Kingdom, you are responsible for any customs declarations required to send the item back. We are not responsible for import duties, taxes, or customs fees charged on returned shipments by your country's authorities, except where the return is due to our error (see Section 8). We recommend using a trackable shipping method, as we cannot be responsible for returns lost in transit back to us.
11. Governing Law
This policy is governed by the laws of England and Wales. EU customers retain all statutory rights under EU consumer protection law, which this policy does not override.
Jacket Creator Ltd · Company Number 16248509 · 15 Scott Gardens, Hounslow, TW5 9JU, United Kingdom