Refund policy

Returns & Refund Policy – The Island Society

Effective date: 28 April 2026
Last updated: 28 April 2026

1. Overview

We want you to be happy with your purchase from The Island Society (Jacques Enterprise LTD). If something isn’t quite right, this policy explains how returns and refunds work.

This policy applies to all orders placed at www.theislandsociety.co.uk.

2. Your Right to Cancel (UK Consumers)

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods.

You then have a further 14 days to return the items after notifying us.

To be eligible for a return:

  • Items must be unused and in original condition

  • Items should be returned with original packaging where possible

3. How to Start a Return

To request a return, please email:

hello@theislandsociety.co.uk

Include:

  • Your order number

  • The item(s) you wish to return

  • Reason for return (optional but helpful)

We will respond with return instructions.

4. Return Shipping

Unless the item is faulty or incorrect, customers are responsible for return shipping costs.

We recommend using a tracked service, as we cannot guarantee receipt of returned items without tracking.

5. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method within 5–10 working days.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

6. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.

We will require:

  • Order number

  • Photos of the issue

Where appropriate, we will offer:

  • A replacement, or

  • A full refund, including delivery costs

7. Non-Returnable Items

For hygiene, customisation, or product integrity reasons, certain items may not be eligible for return. These will be clearly marked on product pages where applicable.

8. Exchanges

We do not currently offer direct exchanges. If you would like a different item, please return your original order for a refund and place a new order.

9. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again

  • Contact your payment provider

  • Contact your bank, as processing times can vary

If you still have not received your refund, please contact us at hello@theislandsociety.co.uk.

10. Sale Items

Only regular-priced items are eligible for refunds unless they are faulty or incorrect.

11. Pre-Orders

Pre-order items are refundable under the same UK consumer cancellation rights unless otherwise stated on the product page.

12. Contact

For any questions about returns or refunds, contact:

Email: hello@theislandsociety.co.uk

13. Company Information

Jacques Enterprise LTD trading as The Island Society
Registered Address: 31 Brook Estate, Monmouth, NP25 5AN, United Kingdom