Refund and Returns Policy

Declined Orders

If your order is declined by our team of experts due to product availability or any other reason, we will issue a full refund immediately, with no additional action required on your part. Refunds will be processed using the original payment method whenever possible. Please note, it may take 7 to 8 business days for the refunded amount to appear in your account, depending on your card provider. For any questions, feel free to contact us at jjbrothers.com.

Product Return Policy

Due to health and hygiene regulations, we cannot accept returns of skincare, body care, or hair care products once they have been opened or used. Unopened products in their original packaging may be returned within 30 days of purchase. If you need to cancel your order, you may do so before it has been shipped. Once the products have left our premises, we cannot offer a refund, even for sealed items. Should you be unable to collect your order or require redelivery, we can resend the products to your specified address, provided they are returned within 30 days. For further details, visit jjbrothers.com.

Consumer Protection Regulations

Under the Consumer Protection (Distance Selling) Regulations, there are certain conditions where you may not be able to cancel or return your order:

Exceptions to the Right to Cancel

We reserve the right to investigate your cancellation request. In some cases, the right to cancel can be waived with proper notice. Personalized or custom-made products, as well as opened skincare, body care, and hair care products, are non-returnable. If your cancellation falls under these categories, you will not be able to revoke your order. However, cancellations are accepted for orders that have not yet been shipped. Once shipped, we cannot offer refunds, as returned products cannot be resold due to health and safety regulations.

Returning Orders by Mail

If you need to return unopened products by mail, please ensure the items are securely wrapped for safe transport. Include your full name, address, and order number in the return package.

Defective, Damaged, or Incorrect Items

If you receive defective, damaged, or incorrect products, please contact us via live chat or the contact details provided with your order within ten days of receipt. We will work with you to resolve the issue, which may include reimbursement or replacement, depending on the case.

Returning Damaged Items

Under the Consumer Rights Act, you are entitled to a refund for damaged or defective products, provided you request it within 30 days of receiving the order. We will assess the returned items before issuing a refund. Please note that we do not accept returns for products that have been opened and used unless they are found to be defective. If you believe your product was damaged during delivery, contact us through live chat, email, or phone during our business hours to address the issue.