Thank you for shopping at jacquesgalerie.com. We appreciate your business and want to ensure you're fully satisfied with your purchase. If, for any reason, you're not completely happy with your purchase, please review our return and refund policy below.  
Please do not send items to us without first contacting jacquesgalerie.com about your purchase and await clarification on how to proceed.
Purchases are covered by UK law and the laws pertaining to distance selling where applicable.

INDEX

1 – RETURNS

2 - DAMAGES/ ISSUES

3 - RETURN PROCESS

4 - RETURN CONDITIONS

5 - SYSTEM RETURNED PACKAGES

6 – REFUNDS

7 - REFUND DIGITAL PRODUCTS

8 - EXCHANGES

9 - LATE OF MISSING REFUNDS

10 - CONTACT US

1 - RETURNS

You can return your purchased items within 14 days of receiving the order, YOU MUST contact us first about any issue you have with your order to request a return.  THIS DOES NOT RELATE TO DIGITAL DOWNLOADS/ PURCHASED BESPOKE DESIGNS.

2 - DAMAGES/ ISSUES

Please inspect your order before accepting, if the packaging is damaged you have to make the carrier aware of this and have it noted by the carrier as such (photographs are essential as is any proof of the carrier being notified during delivery) then contact us immediately if the contents are damaged.

In the highly unlikely event of your order being defective or the wrong item, please contact us immediately so that we can make it right.  

Please email us at returns@jacquesgalerie.com

3 - RETURN PROCESS

To initiate a return, please email us at returns@jacquesgalerie.com. We will provide you with instructions on how to proceed and where to send your return.  Please be aware that return shipping is at the purchaser’s expense on all consignments unless the fault is deemed to be ours.

Sufficient postage must be applied to any packages being returned, any packages with deficient postage will usually be retained by the carrier and returned to the sender at cost to the sender, we are not liable to pay deficient postage costs to receive returns.

All returns must have the senders’ details including a full return address clearly written on the package.

PLEASE NOTE: In the unlikely event that you have to return something to us, you must obtain and retain all proof of return postage and tracking details.  (A proof of posting receipt does not cover this as it must be tracked)

4 - RETURN CONDITIONS

To be eligible for a return, your item(s) must be unused and in the (new) same condition as when received. 

Any Item must be returned in its original condition (unused and new) and shipped signed for with tracking (Proof of postage is not acceptable) 
A full refund will be given for an original purchase if the merchandise is in a satisfactory condition. (This is not applicable for made to order goods) Return shipping is at the purchaser’s expense on all consignments unless the fault is ours.
Goods should be returned in the original packaging you received them in. If it is not possible to return good in the packaging, you received them in then you must ensure they are packaged with suitable and sufficient materials as to protect them from damage during return carriage to jacquesgalerie.com.

5 - SYSTEM RETURNED PACKAGES

Packages returned to us as unclaimed will be refunded minus any cost (postage/packaging) incurred to us and in their return.

6 - REFUNDS

Once we receive and inspect any returned item, we will send an email to confirm its receipt and notification about the approval or any unlikely rejection of the refund.
Where approved, refund(s) will be processed, and a credit will be applied to the original payee and payment method within two working days.

7 - REFUND DIGITAL PRODUCTS

Due to the digital nature of the assets, Designs once purchased cannot be refunded with exceptions to the following reasons.
If the same design has been purchased twice or more times by mistake within a span of 24 hours.
If after the payment, the download does not take place and in case you decide to forego the purchase.
If you have any further queries, please feel free to contact us at returns@jacquesgalerie.com

8 - EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange your item for the same product, please contact us at returns@jacquesgalerie.com   
Please be aware in this instance postage costs will be the purchasers.

9 - LATE OF MISSING REFUNDS

In the unlikely event that you haven't received notification or your refund, first check your paying account, then contact your payment provider. It may take some time before your refund is officially posted by your payment provider.  Please note the time scale may vary for your bank or credit card company to process and post the refund.
If in any doubt or the case being you still have not received your refund, please contact us at returns@jacquesgalerie.com and we will do our best to clarify the matter.

10 - CONTACT US

If you have any questions about our return and refund policy, please contact us at returns@jacquesgalerie.com 
We value your satisfaction and want to ensure that the return process is convenient and efficient for you. If you have any further questions or need assistance with your return, please don't hesitate to reach out to us.  We're here to help make your shopping experience the best it can be from beginning to end.

Revision Date April 2025