Return and Exchange Policy
Last Updated: September 12, 2026
At The Jacket Culture, we want you to be satisfied with your purchase. This policy explains our voluntary 30-day return and exchange program and does not limit any statutory consumer rights that apply to you.
1. 30-Day Return Window
- You may request a return or exchange within 30 days of delivery.
- For our voluntary 30-day return policy, the item must be returned in accordance with the conditions below.
- Statutory cancellation rights, where applicable, operate separately and are explained in Point 9.
2. Return Conditions
To qualify for our voluntary 30-day return policy, items should be:
- Unworn.
- Unused.
- In their original condition.
- Free from damage, stains, odors, or alterations.
- Returned with original tags attached where reasonably possible.
- Returned with original packaging where reasonably possible.
Customers may inspect or try on an item as reasonably necessary to determine its nature, characteristics, and fit, subject to applicable statutory rights.
We may reduce a refund where permitted by law if goods have been handled beyond what is reasonably necessary and their value has been diminished as a result.
3. Return Shipping Costs
- For voluntary returns where the item is not faulty, damaged, or incorrect, the customer is responsible for the return shipping cost.
- For items that arrive faulty, damaged, or incorrect, we will cover reasonable return shipping costs where the issue is confirmed.
4. No Restocking Fee
We do not charge a restocking fee for eligible returns or exchanges.
5. How to Start a Return
To request a return, email: support@thejacketculture.com
Please include:
- Order number
- Name used for the order
- Reason for the return
- Whether you are requesting a refund or exchange
Our support team will normally respond within 24 hours with the applicable return instructions and return address.
Do not send an item to an address obtained from an unrelated source. Please use the return instructions provided by our support team.
6. Return Shipping Method
- We recommend using a tracked shipping service and keeping proof of postage.
- We are not responsible for parcels lost in transit when the customer is responsible for arranging the return, unless applicable law requires otherwise.
7. Inspection
- Once we receive the returned item, we will inspect it to determine whether it meets the applicable return requirements.
- We will notify you when the return has been received and, where appropriate, whether the refund or exchange has been approved.
8. Refunds
- Approved refunds will normally be issued to the original payment method.
- For voluntary returns, refunds are normally processed within 1–3 business days after approval.
- The time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.
- For statutory cancellations, refunds will be handled within the timeframe required by applicable law.
9. UK Statutory Cancellation Rights
- If you are a UK consumer purchasing eligible goods online, you generally have a statutory right to cancel your purchase within 14 days after receiving the goods, without giving a reason.
- You normally then have a further 14 days to return the goods after notifying us of cancellation.
- Where this statutory right applies, we will refund the applicable amount in accordance with UK law.
- The statutory cancellation right is separate from our voluntary 30-day return policy.
10. Company & Contact Information
Brand Name: The Jacket Culture
Operated by: TONIC ARCHITECTURE LTD
Company Number: 08013164
Registered Office: 2nd Floor South, One Castle Park, Tower Hill, Bristol, BS2 0JA, United Kingdom
Email: support@thejacketculture.com
Contact Number: +44 117 980 3515
Support Hours: Monday–Friday, 8:30 AM–5:30 PM UK Time
Typical Response Time: Within 24 hours
