Refund policy

RETURNS & REFUNDS POLICY

At Jump the Dark, we take pride in the quality of our products. Every order is carefully prepared and inspected before dispatch to ensure it meets our standards.

We want you to be happy with your purchase. However, if something isn't quite right, please read our returns and refunds policy below.

RETURNS & CANCELLATIONS

If you've changed your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To request a return, please contact us at info@jumpthedark.co.uk within 14 days of delivery, quoting your order number.

Once you've notified us of your decision to cancel, you have a further 14 days to return the goods.

Please ensure that:

  • Items are returned in their original condition, with tags and labels attached where possible.
  • Garments have not been worn beyond what is necessary to try them on, washed or damaged.
  • Items are packaged securely to prevent damage during transit.
  • Your order number or proof of purchase is included.

You may inspect and try on items as you would in a physical shop. However, if an item has been handled beyond what is necessary to establish its nature, characteristics and fit, we may make an appropriate deduction from your refund to reflect any reduction in its value.

RETURN POSTAGE

For change-of-mind returns, customers are responsible for the cost of return postage.

We strongly recommend using a tracked postal service and retaining proof of postage until your return has been processed.

Jump the Dark cannot accept responsibility for return parcels that are lost or damaged in transit where responsibility lies with the customer or their chosen delivery provider.

REFUNDS

Once your return has been received, we will inspect the item and process any refund due.

For eligible cancellations within the statutory 14-day period, refunds will include the price of the returned goods and any applicable standard outbound delivery charges. If you selected a premium delivery service, we are only required to refund the equivalent standard delivery charge.

Where only part of an order is returned, any applicable delivery refund will be calculated according to the circumstances of the order.

Refunds will be issued to your original payment method without undue delay and no later than 14 days after we receive the returned goods or receive satisfactory evidence that they have been sent back, whichever is earlier.

Please allow additional time for your bank or payment provider to make the funds available.

FAULTY, DAMAGED OR INCORRECT ITEMS

Every order is inspected before leaving us, but if your item arrives damaged, faulty or incorrect, please contact us as soon as possible at info@jumpthedark.co.uk.

Include your order number, a description of the issue and, where possible, clear photographs to help us investigate and resolve the matter quickly.

Under the Consumer Rights Act 2015, customers have statutory rights where goods are faulty, not as described or not of satisfactory quality.

Depending on the circumstances and how long you've had the item, you may be entitled to a refund, repair or replacement.

Where goods are confirmed to be faulty or incorrect and a return is required, Jump the Dark will cover reasonable return postage costs.

Your statutory consumer rights are not affected by this policy.

EXCHANGES

If you've ordered the wrong size or would prefer a different item, please contact us at info@jumpthedark.co.uk.

We'll do our best to arrange an exchange, subject to stock availability.

For voluntary exchanges, customers are responsible for return postage and any applicable additional delivery charges. This does not affect your statutory rights where an item is faulty or incorrectly supplied.

PERSONALISED & CUSTOM ORDERS

Items that are genuinely personalised or made to a customer's individual specifications may be exempt from the standard 14-day change-of-mind cancellation right.

This does not affect your rights if an item is faulty, damaged or not as described.

Standard Jump the Dark designs purchased directly from our website remain subject to the usual cancellation rights, even where garments are printed or prepared after an order is placed.

ORDER CANCELLATIONS BEFORE DELIVERY

If you need to cancel or amend an order before dispatch, please contact us as soon as possible.

We'll do our best to accommodate your request before your order is shipped.

If your order has already been dispatched, we may be unable to stop delivery. However, your applicable statutory cancellation and return rights remain unaffected.

RETURN ADDRESS

Please send authorised returns to:

JUMP THE DARK
43 Station Road
London
E12 5BP
United Kingdom

Please contact us before returning an item so we can provide the relevant instructions.

LATE OR MISSING REFUNDS

If your refund has been confirmed but hasn't appeared in your account, please:

  1. Check your bank account or original payment method.

  2. Contact your bank or payment provider, as processing times can vary.

  3. If your refund is still missing, email info@jumpthedark.co.uk with your name and order number.

We'll be happy to investigate.

CONTACT US

If you have any questions about returns, refunds or exchanges, please contact:

Email: info@jumpthedark.co.uk
Website: www.jumpthedark.co.uk

We're committed to providing quality products and excellent customer service, and we'll always do our best to resolve any genuine concerns fairly and promptly.