Returns & order support

Start here: contact us before sending anything back.

Tell us before you send anything back so we can coordinate the return, confirm the address and give you the right reference. Contacting us first keeps the return running smoothly. It is not a condition of your legal rights, and we will not refuse a valid return simply because the coordination step was missed.

Contact us on Call 0121 663 6878 or email info@jaquarmidlands.com. Please include your order reference, the product code, a short description, and photographs where the condition of the item is relevant.

Please have proof of purchase (your order confirmation or receipt) ready so we can locate the order, confirm the correct item and support any manufacturer warranty claim. Refunds are paid back to the original payment method.

Nothing on this page limits your statutory rights.

Change of mind — consumer orders placed online, by phone or by mail

If you are a consumer and you placed your order at a distance (online, by phone or by mail), you have the right to cancel under the Consumer Contracts Regulations 2013. You may notify us of cancellation within 14 days after the day you (or someone you nominate) receives the goods. You must then send the goods back within 14 days after the day you notify us.

• You give notice by contacting us using the details above. A clear statement of your decision to cancel is enough; the model cancellation form below is optional.
• Once you cancel, we refund you within 14 days of receiving the goods back, or of your providing evidence that you have sent them back — whichever is earlier.
• For a whole-order cancellation within the statutory period, we also refund the standard outward delivery charge you paid.
• We do not apply an automatic restocking fee for a statutory cancellation.
• We may make a deduction from the refund if the value of the goods has been diminished by handling beyond what is necessary to inspect them — for example, use that goes beyond checking fit, finish and function. Where we do, we explain the reason and the amount.

Change-of-mind return transport: you pay the direct cost of returning the goods to us, and this is disclosed before you order. For large, heavy or otherwise bulky items that cannot be sent by ordinary post, contact us before ordering and we will confirm the return arrangements and any collection cost for your postcode. Where a return cost has not been properly disclosed before purchase, we will not pass it on to you.

Some goods are excepted — see made-to-order and personalised items.

Faulty, damaged, incorrect or not-as-described goods

Contact us promptly — as soon as you notice the problem — including photographs and your order reference. There is no 24-hour deadline, and a delay in reporting a problem does not forfeit your statutory rights.

• Faulty, damaged, incorrect or not-as-described goods are handled under the Consumer Rights Act 2015 (or your other statutory rights).
• You are entitled to a repair, replacement or refund in line with those rights.
• Reasonable return costs for faulty, damaged, incorrect or not-as-described goods are met by us.
• We will also help you use any applicable manufacturer warranty.

Made-to-order, personalised and standard order items

The right to cancel does not apply to goods made to your specification or clearly personalised. This exemption applies only where the goods are genuinely made to your specification or personalised — it is not a blanket exemption for every item we order from a supplier.

Standard items we order from a supplier, and discounted or sale stock, remain cancellable in line with the consumer rights described above.

If you are unsure whether an item is personalised, ask us before ordering and we will confirm it in writing.

Showroom and business purchases

Purchases made in person at our showroom, and purchases made by businesses, may be subject to separately agreed terms rather than the consumer distance-selling rights described above. We will confirm any agreed terms with you, and your statutory rights still apply.

Ask us about the arrangements for your exact purchase before you commit to it.

How and when refunds are paid

We refund to your original payment method. We inspect returned goods and let you know the outcome. Approved refunds are processed promptly; banks and card providers may take additional time to post the refund.

Manufacturer warranty support is separate from your consumer rights. Keep your order confirmation or invoice so any warranty claim can be evidenced.

Model cancellation form (optional)

You do not have to use this form. You can cancel by emailing or calling us with a clear statement. If you prefer, copy and complete the form below and email it to us.

To: Jaquar Midlands, info@jaquarmidlands.com
40–48 Cheapside, Deritend, Birmingham B5 6AY, United Kingdom

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:

Order reference:
Product code(s) and description:
Ordered on / received on:

Name of consumer(s):
Address:
Date:

Signature (only if sent on paper):

Email your completed form or call 0121 663 6878.

Still not sure?

Contact the showroom and we will help you work out what applies to your order: Call 0121 663 6878 · email info@jaquarmidlands.com.