Cancelling an Order before Dispatch

1. If you have placed an order with us that has not yet been dispatched and you wish to cancel it please email us as soon as possible at (email) and we will cancel the order on your behalf and issue a refund in line with our Refunds Policy.  

2. If the goods have not been dispatch, we can issue a full refund including postage fees. 

Returning Goods for a Refund 

3. Please also note that we cannot accept goods that are not in a resaleable condition or that have been used, have been washed, or that show signs of excessive handling, unless the goods were damaged or faulty when received, for which we will require proof. We will repair the item first if considered faulty. Excessive handling means any more handling than is reasonably required to ascertain the nature and characteristics of the goods in question, for example, no more than would be permitted in a shop.

4. Goods are returned at your own cost. Our return address is as follows:

West & Jones, 

4 Castle Gate, 

Kenton, 

Exeter, 

Devon,

EX6 8SQ

5. Please ensure that goods are suitably packed to be protected from damage in transit, and we recommend that you use a “Signed For” service and ensure that the parcel is adequately insured against loss or damage while in transit. Ensuring the postage compensation covers the full price of the item. 

6. When returning any goods, please include a note with your order number or the Certificate of Authenticity inside the parcel so we can identify your order and process your refund. If these items are not included, we will be unable to issue a refund until you contact us.

7. Please notify us by email if you wish to return your goods and include the reason for the return, as this helps us assist you more effectively.

8. Once a return has been agreed with us, the item must be received within seven working days for UK orders and fourteen working days for international orders.

9. Please note, West & Jones will not refund your original postage fee for the original purchased good. Only if the returned good fulfils our Refund Policy criteria, the original price of the goods sold will be refunded. 

10. If you are an international customer, please take note, you will be responsible for paying the customs fees and other similar import tariffs (if necessary) on your return item.