Return & Refund Eligibility
Customers may request a return within 14 days of receiving eligible products. Returned products must be unused, in original packaging, include all accessories and manuals, and be in resalable condition.
Non-Returnable Items
The following items are generally non-returnable:
- Custom-made products
- Special-order items
- Clearance items
- Consumable products
- Products damaged through misuse
- Products altered after delivery
Return Authorization
Before returning any item, customers must contact headoffice@johnkeans.co.uk to obtain return authorization.
Important: Unauthorized returns may not be accepted.
Refund Process
Once the returned product has been inspected and approved, refunds will be issued to the original payment method.
Refund processing may take 5–14 business days depending on the payment provider.
Shipping Costs
Unless the return results from our error, original shipping charges and return shipping costs are non-refundable.
Incorrect or Defective Products
If you receive a defective product, a damaged product, or an incorrect item, please notify us within 7 days of delivery with photographs and order details.
We will arrange replacement, repair, or refund where appropriate.