Refund policy

Return & Refund Policy

Last updated: 27 July 2026

At Jarixo we build recovery and comfort products we stand behind. This policy explains exactly when a return, replacement or refund is available, and what we need from you to process it quickly. Please read it before placing an order by completing checkout you agree to these terms.

1. Our 30-Day Product Protection Promise

Every Jarixo product is covered for 30 days from the date of delivery against manufacturing defects and transit damage. If your item does not work as intended, we will make it right with a free replacement or a full refund your choice.

2. What Is Covered

You are eligible for a replacement or refund within 30 days of delivery if your item:

• Arrived damaged, cracked, or broken in transit
• Does not power on, will not charge, or stops working during normal use
• Has a functional defect (motor, heating element, battery, motherboard, buttons, or controls)
• Is the wrong item, wrong colour, or wrong model versus what you ordered
• Arrived with missing parts or accessories listed in the product description

3. What Is Not Covered

Because our products are personal-care and wellness devices, we do not accept returns for change-of-mind or preference-based reasons. The following are not eligible for return or refund:

• You changed your mind, no longer want the item, or found it elsewhere cheaper
• The massage intensity, heat level, firmness, size, or feel was not what you expected
• The item did not produce the personal result you hoped for
• You ordered the wrong item, wrong variant, or entered an incorrect shipping address
• Damage caused by misuse, dropping, liquid exposure, unauthorized repair, disassembly, or use with a non-approved power adapter
• Normal cosmetic wear, minor surface marks, or fabric pilling from use
• Refusal of delivery, or failure to collect a parcel from a carrier depot
• Requests made more than 30 days after delivery (see Section 8 — Limited Warranty)
• Free gifts, promotional items, and items marked Final Sale or Clearance
• Orders of more than 10 units of a single product (wholesale and bulk orders are final sale)

4. Hygiene and Personal-Care Exclusion

For the health and safety of every customer, the following items cannot be returned once the sealed hygiene packaging has been opened or the product has been worn against the skin, face, or eyes:

• Eye massagers and eye masks
• Pillows, pillowcases, and any bedding product
• Any item with removable fabric covers or skin-contact sleeves

This exclusion does not apply where the item is faulty, defective, or damaged on arrival — defective items are always covered under Section 2.

5. How to Make a Claim

1. Email support@jarixo.com within 30 days of delivery with your order number and a short description of the issue.
2. Attach clear photos or a short video showing the fault, the damage, or the incorrect item, along with a photo of the shipping label on the box.
3. Our team reviews every claim within 1–2 business days and will confirm the outcome by email.

In most cases you do not need to ship anything back. Once your claim is approved, we issue the replacement or refund directly — no return label, no packing, no trips to the post office.

Where a physical return is required, we will issue a Return Authorisation (RA) number and a prepaid return label. Items sent back without an RA number cannot be tracked, matched to your order, or refunded, and will not be returned to you. Please do not ship anything to us before receiving written authorisation.

6. Refunds

• Approved refunds are issued to the original payment method only.
• We process refunds within 1–3 business days of approval. Your bank or card issuer typically posts the funds within 5–10 business days.
• Refunds for defective or incorrect items include the full product price and any shipping you paid on that order.
• We do not charge restocking fees.
• If more than 15 business days have passed since approval and you have not seen the refund, contact your bank first, then email us at support@jarixo.com.

7. Order Cancellations and Address Changes

Orders can be cancelled or amended free of charge within 12 hours of purchase, provided the order has not yet been dispatched. Email support@jarixo.com as soon as possible. Once an order has left our facility it cannot be cancelled, and it becomes subject to the terms of this policy.

8. 12-Month Limited Warranty

Beyond the 30-day window, every Jarixo device carries a 12-month limited warranty from the date of delivery covering manufacturing defects in materials and workmanship — including motor failure, heating element failure, and electrical malfunction under normal household use.

Under the warranty we will repair or replace the defective unit, or supply the defective part, at our discretion. The warranty does not cover accidental damage, misuse, unauthorised repair, cosmetic wear, consumable parts, or normal battery capacity decline. Warranty claims require proof of purchase and photo or video evidence, and are limited to the original purchaser. The warranty is non-transferable.

9. Lost, Delayed, or Undelivered Parcels

If tracking shows no movement for 10 consecutive business days, or your parcel is confirmed lost by the carrier, contact us and we will send a replacement at no cost to you.

Where tracking shows a parcel was delivered but you cannot locate it, please check with neighbours, household members, and your local depot, then file a report with the carrier. Jarixo is not liable for parcels marked delivered to the address supplied at checkout, or for parcels lost due to an incorrect or incomplete address entered by the customer.

10. Customers in the United Kingdom and European Union

If you are a consumer resident in the UK or the EU, you have a statutory right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason. To exercise this right, email support@jarixo.com with a clear statement of withdrawal before the 14-day period expires.

• Goods must be returned within 14 days of notifying us, unused and in their original packaging with all accessories.
• You are responsible for the cost of return shipping under a withdrawal request, and for the goods until we receive them. We recommend a tracked service.
• We will refund the product price and our standard outbound delivery charge within 14 days of receiving the goods back, or of receiving proof of return, whichever is earlier.
• We may reduce your refund to reflect any diminished value if the goods have been handled beyond what is necessary to establish their nature, characteristics, and function.
• In line with UK and EU consumer law, the right of withdrawal does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed — see Section 4.

These statutory rights are in addition to, and not limited by, the rest of this policy. Nothing in this policy affects your legal rights in respect of faulty or misdescribed goods.

11. Fair Use and Abuse Prevention

This policy exists to protect genuine customers. Jarixo reserves the right, at its sole discretion, to decline a claim, limit or refuse future orders, or close an account where we identify:

• Repeated claims across multiple orders that follow a consistent pattern
• Evidence of deliberate damage, or evidence that does not match the item shipped
• Claims filed outside the applicable window
• Reselling, or purchases made for commercial resale rather than personal use
• Abusive, threatening, or fraudulent conduct toward our team

If you believe there is a problem with your order, please contact us before initiating a chargeback. A chargeback filed without first contacting our support team may result in the claim being contested with the evidence on file, and in future orders being declined. We resolve the overwhelming majority of issues within two business days.

12. Product Use Disclaimer

Jarixo products are general wellness and comfort devices. They are not medical devices, and they are not intended to diagnose, treat, cure, or prevent any disease or medical condition. If you are pregnant, have a pacemaker or other implanted device, suffer from circulatory conditions, or have any injury or medical concern, consult a qualified healthcare professional before use. Dissatisfaction with a health or wellness outcome is not a defect and is not covered under Section 2.

13. Contact Us

Jarixo Customer Support
Email: support@jarixo.com
Response time: within 1–2 business days, Monday to Friday

Please include your order number in every message so we can help you faster.