Building JO3

Refund Policy

16 October 2026

We sell physical goods, so you can send them back. This page sets out how, when, and who pays the postage.

1. The short version

2. Faulty, damaged or not as described

This is separate from changing your mind and it has no 14-day cut-off.

Tell us within 30 days of delivery. Include your order reference, a short description of the fault and a photograph if you have one. We will repair or replace where practical, and refund where neither is possible.

Postage on a replacement sent because an item was faulty is ours.

3. Changing your mind: the 14-day withdrawal right

If you are a consumer in the European Economic Area, the United Kingdom, or a country with equivalent rules, you may withdraw from your purchase within 14 days of receiving the goods, for any reason or none.

  1. Tell us you wish to withdraw. Email is fine: support@building.jo3.org. A message is enough; no form is required.
  2. Send the goods back within 14 days of telling us.
  3. We refund within 14 days of receiving the goods back, or of you giving us evidence that you have sent them back, whichever is earlier.

Who pays the postage. If the reason is that the item is faulty or wrong, we pay. If the reason is that you changed your mind, you pay the cost of returning the parcel. If the parcel is large, heavy or needs a proper box rather than the packaging it arrived in, tell us before sending it and we will agree a reasonable cost with you first rather than deducting an amount you did not expect.

Condition. Return the item unused, with everything that came with it and in its original packaging where you still have it. You can look at an item and try it as you would in a shop. You cannot use it, wear it, wash it or damage it and then treat the purchase as unwound.

Exceptions. The right does not apply to goods that were unsealed after delivery where the seal is there for hygiene reasons, or to goods made to your measurements or clearly personalised. Where a listing says it is such an item, that is stated on the product page.

Note that withdrawing from a multi-item order only unwinds the items you name. If you want the whole order back, say so and we will treat it that way.

4. Model withdrawal form

You do not have to use this form. It exists because consumer law requires us to give you one, and using it is often faster than describing the situation in prose.

To: Building JO3, support@building.jo3.org

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

[name of the goods]

Ordered on: [date]

Received on: [date]

Name of customer: [your name]

Address of customer: [your address]

Date: [date of your notice]

If you ask us to send the goods back, tell us in the same message and we will send a return address. We do not ask you to pay return postage where the item is faulty.

5. How to start any claim

  1. Send your order reference and what you want to the support contact: support@building.jo3.org.
  2. For a fault, describe it and attach a photograph if you have one.
  3. For a return, tell us which items and whether the reason is a fault or a change of mind, so we send the right instructions.
  4. We reply as soon as reasonably possible.

Refunds go back to the original payment method. PayPal or your bank decides how long the money takes to appear, usually a few business days. We do not refund by another route without your agreement.

We do not charge a restocking fee and we do not require the original invoice.

6. Failed or reversed payments

If a payment fails after you were charged, or is later reversed or charged back, we cancel the order and nothing is shipped. Contact us with your PayPal transaction id.

7. Chargebacks

Please contact us before opening a dispute with PayPal or your bank. We can usually resolve an issue faster directly, and a dispute stops us from seeing your order and therefore from fixing it.