Returns
RETURNS
Thank you for shopping with us at tbJP. We do all we can to provide you with a product you will be fully satisfied with, however, we understand a return may sometimes be necessary.
An item(s) can be returned to us within 30 days of receipt, provided it is in the original condition, unused, unopened, in original packaging, sealed and tags are intact. You’ll also need your order number.
Items will not be accepted for return if;
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They were received more than 30 days ago.
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They are purchased at a sale or special discount price.
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From a 3rd party retailer.
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Damaged due to customer negligence.
Clothing - We are not able to refund items that have or appear to have been worn, washed, are not in original condition, or have the tags removed. The item must be free from any signs of wear and odour. Sale items are non-returnable.
Nutrition – We are not able to refund items that have been opened or used, with any sealants not intact. The item must be free from any signs of use or damage. Sale items are non-returnable.
How to make a Return:
Please click the link below. This will take you to our returns portal. Follow the instructions to process your return.
Once the item is back to our warehouse, we will process your return within 14 days of receipt.
If an item does not reach us, we cannot process the return. If the item is not shipped using the label from the portal before the 30 day returns window closes the return will be cancelled, and the item(s) will no longer be eligible for return.
Exchanges
We can offer an exchange for an item that meets our returns criteria listed above. Please select this option on the returns portal. Sale items are not exchangeable.
Return Address:
tbJP Clothing Ltd
Units 1 & 2,
Kingshold,
Malmesbury Road,
Kingsditch Industrial Estate,
Cheltenham,
GL51 9PL
UK
Changed your mind? Your right to cancel.
If you have placed an order in error, please contact us as soon as possible. This will be cancelled, if possible, if the order has not been processed through the warehouse. If the order has already been processed, we cannot cancel the order. In this case, once the items have been received, you will be able to process a return via the below link:
Faulty / Damaged Items
Please inspect your order as soon as it arrives and contact us immediately if an item appears to be defective or damaged. Please send a picture of the issue along with your email to hello@tb-jp.com so we can assist as best we can.
Customers are entitled to an exchange or refund up to 30 days after receiving the goods if they are faulty or damaged.
Please note - Any item(s) where damage has been incurred due to customer negligence, (including but not limited to, clothing - wearing or washing the item, not following care instructions; nutrition – opening the sealant) we will not be held responsible. Only manufacturing faults/errors will be considered.
Incorrect Item received
Although care is taken to ensure every order is accurate, occasionally the wrong item may be sent due to human error. Please contact us immediately on hello@tb-jp.com if you receive a product that was not ordered or purchased, so that we can help.
Please ensure you have checked your order carefully and do not open any incorrect item that has been sent so that we can rectify the error for you. Any products that have been opened or used are not able to be returned.
Please contact customer services on hello@tb-jp.com with any other questions you may have.
Refunds
We are not obliged to refund any orders until the physical product(s) is received by us. We strongly advise the return is sent with a secure, tracked service. If your item(s) is lost in transit we cannot accept responsibility for the item. If the return is tracked, a claim with the courier can be raised.
Once we have your returned item(s), it will be checked for damage and if approved, a refund back to your original payment method will be issued, or a gift card will be provided if that is your chosen option. You will get notification of this via email.
Please remember it can take some time for your bank or credit card company to process the refund payment and for it to appear on your statement.
Exclusions
We are unable to refund/provide gift card credit/exchange for the following:
- Gift cards.
- Items that have had their tags removed.
- Items that have been opened or used in any way.
- Items purchased through a third-party reseller.
- Any sale items or reduced items, this included discounted up sales.
Shipping
All orders are shipped with Parcelforce or Royal Mail tracked services.
We offer FREE shipping to UK MAINLAND on orders over £50 (This excludes Northern Ireland, IOM, Jersey, Guernsey, IOW)
Our usual shipping time is 1-3 days for the UK, 5-7 day for Europe, 5-10 days for international locations. We send all Parcelforce parcels on the Express24 Hour service; however, we cannot guarantee next day delivery.
PLEASE NOTE – Orders are not shipped from our warehouse at weekends. Shipping times are not guaranteed. During the Black Friday Sale/Clothing Sale periods, please allow up to 10 days for your order to be processed and dispatched due to the high volume of orders.
International Shipping
We ship worldwide using Parcelforce, Royal Mail and their shipping partners.
Your order may be subject to import duties and import restrictions in your country. Any import duties are the responsibility of the buyer and any charges incurred due to the attempted import of items not allowed in your country are also the responsibility of the buyer.
If shipping is not available to your country at checkout please contact us at
hello@tb-jp.com for help.
Customs
Please ensure you have checked your countries rules and regulations regarding the importation of goods.
We are not responsible for any import fees, or customs refusals. If you purchase a product from us, it will be sent with our allocated couriers. If the order is refused on arrival, the costs incurred are the responsibility of the customer and will be covered by the customer.
If an order is returned to us due to customs issues, the same method outlined in the ‘undeliverable item’ section will apply. We do not take responsibility for the customs refusal of any item.
Undeliverable Items
When an order is dispatched, tracking details for the shipment are sent via email. It is the customers responsibility to check the tracking for information on their shipment.
If our courier is unable to deliver a parcel, they may try to deliver to a safe place, neighbour or a local Post Office/depot. Please check the tracking link for further information. Redelivery can be arranged directly with the courier. If the parcel is delivered to a Post Office/depot and remains unclaimed after 7 days, it will be returned to us, the sender.
Once we have received the return, you will be contacted. We can arrange to resend the item(s) if required but you will need to pay the courier return fee and the reshipping cost. When a parcel is returned to us the courier charges a fee and the customer is liable for this fee. Alternatively, if you no longer want the order, the returned item(s) will be restocked, and we can issue a gift card or process a refund for the value of the items, minus the courier return fee.
In no circumstances will the postage charge and return fee that we incur be refunded. This total will be deducted from your gift card/refund or added to your reshipping bill. If the order incurred no initial postage fee, when returned, the original fee of £5.95 will also be deducted from the item reimbursement.