Returns & Refunds

What is your returns procedure for faulty products?

To return a product for whatever reason, you will need an RMA (Return Materials Authorisation) Number. This can be obtained by logging in to your account and locating the item you need to return in your order history section on the right hand column of the website. Click on the shopping cart icon next to the item which should take you to a record of your original order. Click the “Need to return this product?” link and follow the instructions on the subsequent page.

After receiving your RMA number, please prepare the product for collection, placing it in its bag and original box and packaging it well within an outer box. Ensure that you write the RMA number clearly on the outer box as we cannot accept returns that do not have a valid RMA number clearly displayed.

Once we have received your return request, you will be contacted usually within 24 hours to arrange a time for collection.

My item has been collected, but I didn't put the RMA number on the outside of the package.

We try to maintain a simple and clear policy on returning goods to keep the process as efficient as possible.

When this policy is not followed, we will make every effort to locate your return but we cannot guarantee that we will be able to offer a refund or replacement if we cannot do so. We apologise for the inconvenience this may cause you.

Can I return a product that I have ordered incorrectly or no longer want?

Subject to your product having been received by you less than seven days prior and the product not having been opened/used and being in a condition where it can be resold, the answer is yes. In all cases, the choice is yours as to whether we collect the unwanted product and charge you for the carriage, or you return it to us at your own cost. Our normal charge for collecting such a product from you is £12.00. If you wish to return the product yourself, we recommend using a traceable method such as Royal Mail Special or Recorded Delivery. We cannot be held responsible for any losses that arise in transit.

Business customers will also incur a restocking fee of 30%, subject to a minimum charge of £12. Private customers incur no such fees.

After the seven day period, which is afforded to you by law, it is completely at our discretion as to whether we will accept a return of an incorrectly ordered or unwanted product.

The process of such a return is the same as with any other. Simply follow the instructions above for returns of faulty products to obtain an RMA number.

If you would like a copy of our terms and conditions please email sales@jlhtoners.co.uk and we will be happy to send them to you.