Returns & Refunds Policy — Jo & Marsh Creations
By placing an order with us, you agree to the policy below. We may update this policy from time to time, so please check back for the latest version.
In a Nutshell
If you’re ever unhappy with your order, please reach out. We genuinely want to make things right, understand what went wrong, and improve for you and everyone else.
Order Cancellations
You are entitled to cancel your order within 24 hours of payment, unless:
• The order has already been dispatched
• The item has already been made
• The item is made-to-order or personalised
• Materials have already been purchased specifically for your order
If work has already begun on a made‑to‑order or personalised item, a 20% cancellation fee may apply. This covers materials and time already invested and helps prevent issues with people placing and then cancelling custom work.
To request a cancellation, please email us with a clear statement at:
Refunds
If a refund is agreed, we will process it immediately. Please note:
• Banks may take up to 5 working days to return the funds to your account
• Refunds are issued using the same payment method you used
• You will not be charged any refund fees
Conditions for Returns
To be eligible for a return, please ensure:
• The item was purchased within the last 30 days
• The item is in its original packaging
• The item is unused and in the same condition as received
Items That Cannot Be Returned
We cannot accept returns for:
• Made‑to‑order or personalised items
• Items that cannot be returned due to their nature, such as products that deteriorate quickly
• Items that are unsealed and cannot be returned for hygiene reasons
• Items that have been mixed or combined with other materials after delivery
We reserve the right to refuse returns that do not meet the above conditions. Our goal is always to make you happy, so if you’re ever disappointed with something you’ve received, please email us and we’ll do our best to help.
Returning Goods
You are responsible for the cost and risk of returning items to us.
We strongly recommend using a tracked and insured postal service.
We cannot issue a refund without receiving the returned item or proof of delivery.
Contact Us If you have any questions about this policy, please contact us at:
