Refund policy

Last updated 24 March 2025

We want you to keep what you bought because you like it, not because returning it was too much trouble. If a piece is not right, tell us within 30 days of delivery and we will take it back.

The short version

30 days from the delivery date to tell us you want to return something.
Pieces must be unused and in their original packaging.
Email info@jorlaxis.com with your order number and which pieces you are returning. We will reply with the correct return address — please do not send anything back before you have it.
Return postage is yours unless the item is faulty, damaged or not what you ordered, in which case it is ours.

Refunds

Once the return reaches us we inspect it and refund within 10 business days, to the original payment method. Your bank may take a few days more to show the credit. We will email you when the refund is issued.

Original outbound shipping is refunded only where the whole order was faulty, damaged or wrongly sent. Where you paid a shipping charge and are returning part of an order, that charge is not refunded.

Damaged or faulty on arrival

Send a photograph to info@jorlaxis.com within 14 days of delivery. We will replace the piece or refund it, whichever you prefer, and you will not need to post the damaged piece back to us.

Solid wood varies. Grain, tone and small dark flecks differ from piece to piece and are not faults. A crack across the grain, a magnet that sits proud of the face, or a piece that will not stand are faults, and we replace them.

Exchanges

We do not process direct exchanges. Return the piece for a refund and place a new order — it is faster than holding stock against an incoming parcel.

Items we cannot take back

Pieces that have been used, marked, re-oiled or repainted.
Pieces returned without their packaging.
Anything returned to us more than 30 days after delivery without prior agreement.

Your statutory rights

If you are in the United Kingdom or the European Union you have a right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. This right sits alongside the 30-day policy above, not instead of it, and nothing here limits your statutory rights.

Cancelling an order

If your order has not shipped, email us with the order number and we will cancel and refund it in full. Once it is with the carrier we cannot recall it, but you can return it under this policy.