Our Quality Guarantee
We stand behind every product we sell. If something is not right, we will make it right — no arguments, no complicated processes.
1 Working Day
Response Time
The Guarantee
If it is not right, we fix it.
Every product sold by JP Collections is checked before dispatch. If your order arrives damaged, faulty, or not as described, we will replace it or refund it in full — at no cost to you.
We do not ask you to jump through hoops. We do not make you wait weeks for a resolution. We respond within 1 working day and resolve within 5.
What the Guarantee Covers
Faulty or Damaged Items
If your item arrives damaged or develops a fault through normal use, we will replace it or refund it in full. Send us a photo and we will take it from there.
Wrong Item Received
If we sent the wrong product, wrong size, or wrong colour, we will arrange a replacement and cover all return postage costs.
Not as Described
If the product does not match its description or images in a meaningful way, you are entitled to a full refund. We take accuracy seriously.
Missing Items
If something is missing from your order, contact us and we will dispatch the missing item immediately or issue a partial refund.
How to Make a Claim
Contact us within 30 days of receiving your order. Include your order number and a photo of the issue where relevant. We will respond within 1 working day with a resolution.
For details on standard returns and change of mind requests, see our Returns & Refunds policy.
Contact Us
What the Guarantee Does Not Cover
Our guarantee covers manufacturing faults and fulfilment errors. It does not cover:
- Damage caused by misuse, accidents, or improper care
- Normal wear and tear over time
- Items returned outside the 30-day window without prior agreement
- Change of mind returns (covered separately under our returns policy)
Your statutory rights under the Consumer Rights Act 2015 are not affected by this guarantee. This guarantee is in addition to, not instead of, your legal rights as a UK consumer.
