Refund & Returns Policy

Last Updated: April 5, 2026

At Jinny’s London, we take pride in the quality of our products and want you to be completely satisfied with your purchase. If for any reason you are not happy, our refund and returns policy is outlined below.

  1. Order Cancellation & Changes
  • Before Dispatch: We aim to process orders as quickly as possible. If you wish to cancel or change your order, please email us at contact@jinnyslondon.com immediately. Once an order has entered the picking, packing, or shipping process, it cannot be cancelled.
  • After Dispatch: If your order has already been dispatched, you must follow the return process below after receiving the goods.
  1. Right to Return (Change of Mind)

In accordance with the UK Consumer Contracts Regulations 2013, you have the right to cancel or return your order within 14 days of receiving your items.

  • To be eligible for a return, items must be unused, unopened, and in the same new condition as they were sent.
  • Items must be in their original packaging with all seals, labels, and tags intact.
  • Proof of purchase (order number or receipt) must be included.
  1. Non-Returnable Items

For hygiene, safety, and health protection reasons, we cannot accept returns on the following items unless they are faulty:

  • Personal Care & Cosmetics: Opened or used hair, beauty, or skincare products.
  • Hygiene-Sensitive Goods: Hair extensions, wigs, or intimate items where the hygiene seal has been broken.
  • Sale Items: Items purchased during a clearance or final sale.
  • Gift Cards: Non-refundable and cannot be exchanged for cash.
  1. Faulty, Damaged, or Incorrect Items

If you receive an item that is damaged, faulty, or not what you ordered:

  • Please contact us within 48 hours of delivery at contact@jinnyslondon.com
  • Include your order number and clear photos/videos of the faulty item and the packaging.
  • Once verified, we will offer a replacement, exchange, or full refund in line with the Consumer Rights Act 2015.
  1. How to Start a Return
  1. Request Authorization: You must email us at contact@jinnyslondon.com to receive return authorization and the correct return address.
  2. Packaging: Ensure the item is securely packed to prevent damage during transit.
  3. Shipping: Return postage costs are the responsibility of the buyer, except in cases where the item is faulty.
    • Shipping fees are non-refundable.
    • We strongly recommend using a tracked delivery service, as we are not responsible for returns lost or damaged in transit.
  1. Refunds & Processing
  • Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
  • Processing Time: Approved returns are usually processed within 48 hours to 5 working days.
  • Payment: Refunds will be issued to your original payment method. Please note that bank processing times may take an additional 5–10 working days to reflect in your account.
  • Admin Fee: If a return is accepted despite failing to meet the above conditions (e.g., damaged packaging), we reserve the right to charge a 30% restocking/admin fee.
  1. Chargebacks & Disputes

We value our customers and encourage you to contact us directly to resolve any issues. Unjustified or fraudulent chargebacks may lead to account restrictions or refusal of future service.

Contact Us

If you have any questions regarding our policy, please reach out to us: