Refund policy

Return & Refund Policy

Last updated: 22 October 2026

At Jarixo, eligible returns are free when requested within 30 days of delivery. This policy explains the return conditions, prepaid shipping process, refund timing, and support available for faulty or incorrect items.

1. 30-Day Free Returns

Request a return within 30 days of delivery. If you change your mind, ordered the wrong item or variant, or decide it is not right for you, you can return an eligible item for a refund. Change-of-mind returns must be unused, in their original packaging, and include all accessories, with hygiene seals intact where applicable.

Jarixo covers return shipping with a prepaid return label. There are no return shipping charges or restocking fees for eligible, authorised returns. Faulty, damaged, incorrect, or incomplete items are also covered, with a free replacement or refund available.

2. What Is Covered

Our 30-day free return policy covers:

  • Change of mind or preference, provided the item meets the unused condition, packaging, accessory, and hygiene requirements.
  • An item or variant you ordered by mistake, provided it meets those same return conditions.
  • Items that arrived damaged, faulty, incorrect, or with missing advertised parts or accessories.
  • Functional defects that appear during normal use within 30 days of delivery.

You do not need to prove a fault for an eligible change-of-mind return.

3. What Is Not Covered

The following are not eligible for a change-of-mind return:

  • Used items or items missing their original packaging or included accessories.
  • Personal-care items with opened hygiene seals or skin contact, as described in Section 4.
  • Damage caused by misuse, dropping, liquid exposure, unauthorised repair, disassembly, or use with a non-approved power adapter.
  • Normal cosmetic wear or fabric pilling from use.
  • Requests made more than 30 days after delivery. Manufacturing defects may still qualify under the 12-month limited warranty.
  • Free gifts, promotional items, and items marked Final Sale or Clearance.
  • Orders of more than 10 units of a single product, which remain subject to the existing wholesale and bulk-order terms.

An incorrect delivery address, refusal of delivery, or failure to collect a parcel is not an authorised return. Contact support for help. These exclusions do not remove the protection for faulty, damaged, or incorrect goods described in Section 2.

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 Request a Free Return

  1. Email support@jarixo.com within 30 days of delivery with your order number and the item you want to return. Tell us whether this is a change-of-mind return or an issue with the item.
  2. For damaged, faulty, incomplete, or incorrect items, include clear photos or a short video showing the issue and a photo of the shipping label. A change-of-mind return does not require evidence of a fault.
  3. Our team reviews requests within 1–2 business days. For an eligible return, we provide a Return Authorisation (RA) number, a prepaid return label, and packing and return instructions.
  4. Pack the item securely with all included accessories and use the prepaid label supplied by Jarixo. Keep your proof of postage.

Please wait for written authorisation before sending anything back. Do not arrange or pay for your own return shipment. We cover the return shipping through our prepaid label.

For some faulty or damaged items, we may approve a refund or replacement without asking for a physical return. Our support team will confirm this in writing.

6. Refunds

  • Approved refunds are issued to your original payment method.
  • For a physical return, we review the item after it is received and confirm approval. We process approved refunds within 1–3 business days. Your bank or card issuer typically posts the funds within 5–10 business days.
  • Eligible returns receive a refund of the returned product price paid. For defective or incorrect items, we also refund any shipping paid on that order.
  • Return shipping is free using our prepaid label. We do not charge restocking fees.
  • If more than 15 business days have passed since approval and the refund has not arrived, contact your bank, then email 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.
  • Jarixo covers return shipping with a prepaid return label for eligible returns under our 30-day free return policy, including eligible withdrawal requests. Contact us before returning your item and keep your proof of postage.
  • 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 manufacturing defect. Change-of-mind returns remain available within 30 days when the item meets the return condition and hygiene requirements above.

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.