Return Policy

Return Eligibility

  1. Items must be unused and in their original condition, with all packaging and tags intact.
  2. Items with an anti-return label must also be returned in their original condition, with the label intact.
  3. If the anti-return label is broken, removed, or tampered with, the item will be deemed a final sale and will not qualify for a return or refund.
  4. To ensure eligibility for a return, please keep the anti-return label in place and undamaged until you are certain you wish to keep the item.
  5. If an item arrives damaged or defective, please contact our Customer Services team immediately. We will provide guidance on how to proceed, regardless of the label status.
  1. How to Request a Return

You have 28 days from receiving your order to request a return. To initiate a return, please:

  • Email: returns@joh-jo.com
  • Ensure your email includes your order details and the reason for the return.

Once we receive your request, we will send you a return slip to include with your shipment.

Please note:

  • The sender is responsible for covering postage costs and any associated fees. These will not be reimbursed by Johjo (this does not affect your statutory rights).
  • We are unable to offer refunds for items that fail to reach us.
  1. How Long Does a Return Take?

Returns typically take up to seven days (excluding UK bank holidays) from the day after you post the parcel for it to be delivered to our warehouse and processed. All returned items will be inspected upon arrival.

If our Quality Control team identifies any signs of wear or determines the item is unsuitable for restocking, we may reject the return and send the item back to you.

  1. How Long Does a Refund Take?

Once your return has been processed, the refund will be issued immediately to the payment method used at the time of purchase. However, it may take 1-5 working days for the refund to appear in your account, depending on your bank's processing times.

If you do not see the refund in your account after this time, please contact your bank directly. If you require a copy of the refund authorisation, contact our Customer Services team at customerservice@joh-jo.com.

  1. Repeated Returns

We aim to provide a flexible returns policy to enhance your shopping experience. However, we closely monitor return activity. Excessive returns that violate our terms and conditions may result in the closure of your Johjo account or refusal of future orders at our discretion.

  1. Faulty Returns

Please inspect items thoroughly upon delivery before use and before disposing of any original packaging. Return any faulty products to Johjo as soon as possible.

If, upon inspection, an item is confirmed as faulty, we will notify you via email and process a full refund. This includes the cost of delivery for sending the item to you and returning it to us.

Please note: Items damaged due to normal wear and tear, accidents, or misuse will not be considered faulty and will not be refunded. This does not affect your statutory rights.