Refund policy

Returns Policy

We hope you love everything you order from JUJUHOME CHA. However, if something isn’t quite right, here’s how returns work:

Your legal right to change your mind

If you are a consumer in the UK, you have a legal right to cancel your order within 14 days and receive a refund, including standard delivery costs. For online orders this 14-day period starts the day after you receive your item (or, for subscriptions, the day after you receive your first delivery, with a further 14-day cooling-off period following each renewal).

In addition to your legal rights, we offer a voluntary 28-day return window for most items — you have 28 days from delivery (online) or purchase (in-store) to request a return.

Returns Eligibility

To be eligible for a return, your item must be in the same condition you received it, with all original packaging intact and any manufacturer's seal unbroken. You're welcome to open and inspect an item as you would in-store, but if it has been used or damaged beyond simple inspection, we may reduce your refund to reflect its reduced value. A valid proof of purchase (order confirmation or store receipt) is required for all returns. Items sent back to us without first requesting a return will not be accepted.

Non-Returnable Items

For hygiene and food-safety reasons, our matcha tins cannot be returned once the seal has been broken. If the seal is still intact and unbroken, the item can be returned within the return window.

Our voluntary 28-day return window does not cover sale items or gift cards. However, your statutory right to cancel within 14 days, and your rights if an item arrives faulty, damaged or not as described, still apply in full.

How to Return

  1. Email us at help@jujuhome.uk with your order number and reason for return.

  2. Once your return is approved, we’ll provide you with the return address and instructions.

  3. You can choose to:

    • Return in-store: bring your item(s) and proof of purchase to a JUJUHOME CHA Hackeny Wick location within the return window; or

    • Return by post: securely re-package the item in its original condition and send it back to us.

For change-of-mind returns, you are responsible for the cost of return shipping. If you'd prefer not to arrange your own courier, we can provide a pre-paid Royal Mail return label, and a flat return postage fee of £2.99 will be deducted from your refund. Where an item is faulty or incorrect, we cover all return shipping.

If you send the item back yourself, please keep a receipt or other proof of postage. If we don't receive the goods, or don't receive them within a reasonable time, we won't be able to refund you.

Refunds

    We'll notify you once we've received and inspected your return and let you know whether your refund has been approved. If approved, refunds are issued to your original payment method within 5–10 working days. It can take additional time for your bank or card provider to process and post the refund. We refund by the same method you used to pay, and we don't charge a fee for refunds.

    For a change-of-mind return, we refund the price of the goods plus the original standard delivery charge. We don't refund any extra you paid for express or timed delivery, and return postage is not refunded (except where the item is faulty or incorrect).

    Exchanges

    If you'd like to exchange an item, please email us at help@jujuhome.uk and we’ll do our best to help—depending on stock availability.

    Faulty or Damaged Items

    We’re really sorry! Please email help@jujuhome.uk within 30 days of receiving your order, including clear photos and a description of the issue, and we'll make it right. Where an item is faulty, damaged or not as described, you're entitled to a repair, replacement or refund at no cost to you. These rights are protected under the Consumer Rights Act 2015 and are not affected by anything else in this policy.

    Need Help?

    We’re here to help. For any return or exchange questions, contact us at:
    help@jujuhome.uk