Returns & Refunds

At JUUWU, we want you to love your purchase. If something isn't quite right, we're here to help.

Your Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items, for any reason. We've extended this to 30 days to give you more time to decide.

Return Conditions

To be eligible for a return, items must be:

*Unused and in the same condition as when you received them

*In their original packaging with all tags attached

*Returned within 30 days of delivery

Return Shipping Costs

Standard Returns (Change of Mind)

If you've simply changed your mind or ordered the wrong item, you're welcome to return it, but you'll need to cover the return shipping costs.

Faulty or Damaged Items

If your item arrived damaged, faulty, or not as described, we'll cover all return shipping costs and provide a full refund or replacement. We'll also send you a prepaid return label.

How to Start a Return

Step 1: Email us at returns@juuwu.co.uk with:

*Your order number

*The item(s) you wish to return

*Reason for return

*Photos (if the item is faulty or damaged)

Step 2: We'll respond within 24 hours with return instructions and our returns address.

Step 3: Securely package your item(s) and send them back to us.

Step 4: Once we receive and inspect your return, we'll process your refund within 5-7 business days.

Refund Process

Refunds will be issued to your original payment method via Stripe. Please allow:

*5-7 business days for us to process your refund after receiving the return

*3-5 additional business days for the funds to appear in your account (depending on your bank)

You'll receive an email confirmation once your refund has been processed.

Exchanges

We don't currently offer direct exchanges. If you'd like a different item, please return your original purchase for a refund and place a new order for the item you prefer.

Non-Returnable Items

The following items cannot be returned:

*Items returned after 30 days of delivery

*Items not in their original condition or with missing tags/packaging

Questions About Returns?

We're happy to help! Contact our customer service team:

Email: support@juuwu.co.uk

We aim to respond to all enquiries within 24 hours during business days.

Last updated: October 2025