Refund policy

Returns and refunds

We want you to be happy with what you have bought. If you are not, here is exactly where you stand.

Your legal right to cancel

If you are a consumer in the UK, you have the right to cancel your order within 14 days without giving any reason (we offer a goodwill 30-day returns policy in addition to this statutory period - see below). The cancellation period ends 14 days after the day you, or someone you nominate, receives the goods. Where an order arrives in more than one parcel, the period ends 14 days after the day you receive the last parcel.

To exercise this right, tell us clearly that you wish to cancel. Email enquiries@josalis.com or write to us at the address at the foot of this page. You may use the cancellation form at the end of this policy, but you do not have to.

If you cancel, we will refund all payments received from you, including the cost of standard outbound delivery. Our standard UK delivery is free, so there is normally nothing to refund on delivery. If you chose our £5.99 express service, we will refund the cost of standard delivery only, which is nil, and the express charge is not refunded.

We will make the refund without undue delay, and no later than 14 days after the day we receive the goods back, or the day you provide evidence that you have sent them back, whichever is earlier. We will refund using the same payment method you used, and you will not be charged a fee.

You must send the goods back without undue delay and no later than 14 days after the day you told us you were cancelling. You are responsible for the cost of returning the goods. You are only liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Our 30-day returns promise

Beyond your statutory right, we offer a 30-day return window. If you change your mind within 30 days of delivery, return the item unused and in its original packaging and we will refund the purchase price.

The item must be unused, in a resaleable condition and in its original packaging
Return postage is at your cost. We recommend a tracked service, because we cannot refund an item that does not reach us
We will refund the purchase price within 14 days of receiving the item
This promise sits alongside your statutory rights and does not replace or reduce them

Faulty or incorrect items

If an item arrives faulty, damaged or is not what you ordered, we cover the cost of the return and we refund or replace it. This is separate from and additional to your cancellation rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

Within 30 days of delivery, you have the short-term right to reject and receive a full refund
After 30 days, you are entitled to a repair or replacement. If that fails, you can claim a price reduction or reject the goods

Email enquiries@josalis.com with your order number and a photograph of the fault. We will arrange the return and cover the postage.

A word about leather

Our leather is a natural material. Variation in grain, tone and marking is inherent to it, as are small differences between one bag and the next. That is not a fault and it is not a reason we will refuse a return under our 30-day promise, but it is worth knowing before you decide something is wrong. See our leather care page for more details.

How to start a return

Email enquiries@josalis.com with your order number and what you are returning
We will reply with return instructions and the return address
Pack the item in its original packaging and send it back
We will email you when it arrives and process your refund

Please do not send anything back before contacting us. It slows everything down and we may not be able to identify your return.

Exceptions

We cannot accept returns under our 30-day promise of items that have been used, washed, altered or damaged after delivery, or items returned without their original packaging. This does not affect your statutory rights, or your rights in respect of faulty goods.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it.

To Josalis Limited, 7 Danesfield, Ripley, Woking, Surrey, GU23 6LS, United Kingdom, enquiries@josalis.com:

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on: Name of consumer: Address of consumer: Signature (only if this form is notified on paper): Date: