Refund policy

This Return & Cancellation Policy applies to consumers within the European Union and other jurisdictions where mandatory consumer protection laws apply.

 

1. Right of Withdrawal (EU Consumers)

   If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the goods. To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement sent by email to info@jessyatsea.com. You then have an additional 14 days to return the goods. You must return the goods to: JessyAtSea, Nikkelweg 14, 2401 MM Alphen aan den Rijn, South Holland, The Netherlands. You are responsible for the direct cost of returning the goods.

2. Effects of Withdrawal

   If you withdraw from this contract, we shall reimburse all payments received from you, including standard delivery costs (excluding any supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us). Reimbursement will be made without undue delay and no later than 14 days from the day we receive the returned goods or proof that the goods have been sent back. We will use the same means of payment as you used for the original transaction, unless expressly agreed otherwise. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

3. Extended 30-Day Return Period

   In addition to your statutory 14-day right of withdrawal, JessyAtSea voluntarily offers a 30-day return period for eligible products. If more than 30 days have passed since delivery, we unfortunately cannot offer a refund or exchange. To be eligible for return, the item must be unused, in the same condition as received, returned in its original packaging, and accompanied by proof of purchase.

4. Exclusion of the Right of Withdrawal

   The right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. This includes all custom-made and personalised wax stamps, including stamps produced based on an approved digital proof. For custom-made products, cancellation is no longer possible once the digital proof has been approved. After approval, production starts immediately and the order becomes binding and non-cancellable. The right of withdrawal also does not apply to digital or downloadable products once delivery has started, gift cards, sealed goods not suitable for return due to health protection or hygiene reasons once unsealed, and perishable goods.

5. Sale Items

   Sale or discounted items are eligible for return under the same statutory consumer rights unless explicitly stated otherwise and legally permitted.

6. Defective or Damaged Items

   If you receive a defective or damaged product, please contact us at info@jessyatsea.com within a reasonable period after discovery. We will replace or refund the item in accordance with applicable consumer protection laws.

7. Shipping Costs

   You are responsible for return shipping costs unless the item is defective or incorrectly supplied. We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of returned items.

8. Cancellation Before Shipment

   Orders may be cancelled free of charge as long as they have not yet been shipped. After shipment, cancellation is no longer possible. You may instead exercise your right of withdrawal if applicable. For custom-made or personalised products, cancellation is no longer possible after approval of the proof.

If you have any questions regarding returns or cancellations, please contact us at info@jessyatsea.com.