Refund & Returns Policy

Your Statutory Rights

This policy complies with UK consumer protection law. Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected.

14-Day Cooling-Off Period

You have 14 days from receipt of goods to cancel your order. To cancel, email returns@joanallen.co.uk with your order number.

Return Shipping Costs - IMPORTANT

You are responsible for return shipping costs to China (typically £25-£45 for tracked shipping). We recommend using tracked services as we cannot process refunds for items lost in transit.

Return address will be provided after authorization. Items must arrive within 30 days of authorization.

Return Conditions

Items must be:

Unused and in original condition
In original packaging with all accessories, manuals, and components
Include all free gifts or promotional items received with order

Deductions may be made for:

Diminished value if items not returned in original condition
Missing accessories or packaging

Refund Timeline

Inspection period

Up to 14 days after receipt of return

Refund processing

Within 14 days of inspection approval

Shipping charges

Original shipping charges are non-refundable

Faulty Items

Report faults immediately with photographic evidence to returns@joanallen.co.uk. We will arrange replacement or refund. Return shipping covered only after fault verification.

Items Not Eligible for Return

Used items showing wear
Items without proof of purchase
Damage from misuse or modifications

Before Returning

Email for return authorization (required)
Receive return address and RMA number
Package securely with adequate protection
Use tracked shipping (at your cost)
Retain proof of postage

Contact

Email: returns@joanallen.co.uk

Response time: 24-48 hours

By purchasing, you acknowledge return shipping to China is at your expense (unless there is a fault).

Last updated: 8th July 2025