RETURNS

You can request a refund online within 7 days of delivery for damaged, poor quality or missing items.

Unless there is something wrong with the item, unfortunately we can't offer a refund for any items you change your mind about after your delivery. Our returns policy is in accordance with statutory rights under the Consumer Contracts Regulations.

To start a return, you can contact us at uk@juanchoconat.com. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at uk@juanchoconat.com. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is
defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right, please attach picture that help to explain the damage or the issue of the return.

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item within 24 hours. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 3 - 5 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at uk@juanchoconat.com.

SALE ITEMS (IF APPLICABLE)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

MISSING PARCELS

Most parcels arrive on time. However, on rare occasions, some parcels may become missing during transportation. Parcels can get misplaced for a number of reasons, such as the shipping label becomes damaged, obscured or dislodged during the shipping process or there’s been an issue during parcel sorting. If this were to happen, a missing parcel investigation will be conducted by our delivery partner and courier, Huboo UK.

These investigations could last between 7-14 days, after which your parcel will be
recovered and delivered or a full refund will be provided. Unfortunately, we will not be able to refund your purchase until after the investigation has been carried out to completion.

EXCEPTIONS / NON-RETURNABLE ITEMS

Frozen/Refrigerated goods cannot be returned. Please get in touch if you have
questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

SHIPPING OF RETURNED ITEMS

To return your product, you should send your product to: 72, Mellish Road, Rugby, CV22-6BB, UK, United Kingdom, including your Order ID and a copy of the email approving the return of the product, please include it inside the package.

You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping items over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, it will be your responsibility with the courier but we are here to work with you should any issues arise.