Refund policy
Returns & Refund Policy
Last updated: 19 August 2026
This Returns & Refund Policy applies to eligible purchases made from Jannis Group LLC and shipped to the United States, United Kingdom, Canada, Australia, Germany, Austria, Switzerland, Ireland, and New Zealand.
Our voluntary 30-Day Return Guarantee is provided in addition to, and does not replace, any mandatory rights you may have under the consumer laws that apply to you.
If applicable consumer law gives you rights that are more favourable than this policy, those statutory rights will apply.
30-Day Return Guarantee
We accept returns of eligible products within 30 days of delivery.
To qualify for a return under our voluntary 30-Day Return Guarantee:
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You must contact us within 30 days of delivery.
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The item must be unused and in its original condition.
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The item should be returned with its original packaging where reasonably possible.
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You must provide proof of purchase, such as your order number.
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The item must not fall within one of the exclusions listed below.
The requirements above apply to our voluntary 30-Day Return Guarantee only. They do not restrict any statutory right you may have to return, reject, cancel, repair, replace or obtain a refund for an item under applicable consumer law.
How to Start a Return
To request a return under our voluntary 30-Day Return Guarantee, contact us at:
Please provide:
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Your order number
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The item you wish to return
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A brief explanation of the reason for your return
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Photos or other evidence if the item is damaged, defective or incorrect
If your voluntary return is accepted, we will provide you with the return address and return instructions.
Please do not send a voluntary return to us before receiving return instructions.
If you are exercising a statutory cancellation or withdrawal right, including a UK or EU right of withdrawal, our approval is not required for you to exercise that right. You only need to notify us clearly of your decision within the applicable legal deadline.
Return Shipping Costs
For returns made because you changed your mind under our voluntary 30-Day Return Guarantee, you are responsible for the direct cost of returning the product unless we tell you otherwise.
Where a UK or EU statutory right of withdrawal applies, you are responsible for the direct cost of returning the goods unless applicable law requires us to bear that cost or we have agreed to do so.
If an item is confirmed to be defective, damaged on arrival, incorrectly supplied or otherwise non-conforming, Jannis Group LLC will cover or reimburse reasonable return shipping costs where required under applicable law.
We recommend retaining your shipping receipt and tracking information until your return and refund have been completed.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If your item arrives damaged, defective, materially different from its description, or if you receive the wrong item, contact us as soon as reasonably possible at info@jannisgroupllc.com.
Please provide your order number, a description of the problem and, where reasonably possible, photographs or other evidence showing the issue.
Depending on the circumstances and the consumer law applicable to your purchase, you may be entitled to a repair, replacement, refund, price reduction or another remedy.
Statutory rights relating to faulty, damaged, unsafe, misdescribed or otherwise non-conforming goods are not limited to 30 days merely because our voluntary return guarantee lasts 30 days.
Nothing in this policy requires a customer to retain original packaging in order to exercise a statutory remedy where applicable law does not permit such a requirement.
Non-Returnable Items
The following items are generally not eligible for return under our voluntary 30-Day Return Guarantee:
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Custom-made or personalised products
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Items specifically marked as Final Sale or non-returnable before purchase
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Gift cards
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Perishable goods
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Items damaged as a result of misuse, improper handling or use contrary to supplied instructions
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Items showing normal wear and tear
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Certain sealed products that cannot be returned for genuine health protection or hygiene reasons after the seal has been broken, where permitted by applicable law
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Hazardous materials, flammable liquids or gases
These exclusions apply to our voluntary return policy only and do not remove statutory rights relating to faulty, damaged, unsafe, misdescribed or otherwise non-conforming products.
Items purchased on sale or at a discount continue to have all statutory consumer rights that would apply to an equivalent full-price item.
Exchanges
We do not normally process direct exchanges.
If you wish to purchase a different product, colour, size or variation, you may return your eligible item and place a new order after or while your return is being processed.
This does not affect any statutory right you may have to request a replacement for faulty or non-conforming goods.
Refunds
Once we receive and inspect a return made under our voluntary 30-Day Return Guarantee, we will notify you whether the return has been accepted.
If approved, the eligible refund will be issued to your original payment method, normally within 10 business days after approval.
Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
Where applicable law requires us to issue a refund sooner or according to a different procedure, the legally required deadline will apply instead.
If more than 15 business days have passed after we confirmed approval of a voluntary refund and you have not received it, please contact:
Unless required by law, original shipping charges and premium or express shipping upgrades are not refundable for voluntary change-of-mind returns.
Country-Specific Consumer Rights
European Union — Germany, Austria and Ireland
If you are a consumer in Germany, Austria or Ireland purchasing goods online, you generally have a statutory 14-day right of withdrawal.
For goods, the withdrawal period generally runs for 14 days from the day on which you, or a person designated by you other than the carrier, receives the goods.
You do not need to provide a reason for exercising this right.
To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires. You may contact us at:
You may use the Model Withdrawal Form included at the end of this policy, but you are not required to use it.
After notifying us of your withdrawal, you must return the goods within the period required by applicable law.
You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is necessary for that purpose.
When the statutory right of withdrawal applies, we will reimburse eligible payments received from you, including the cost of our least expensive standard delivery option, as required by law.
If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of standard delivery.
We may withhold reimbursement until we have received the goods back or you have provided evidence that you returned them, where permitted by law.
Unless we have agreed otherwise or applicable law requires otherwise, you are responsible for the direct cost of returning goods when exercising the statutory change-of-mind withdrawal right.
Certain statutory exceptions to the right of withdrawal may apply, including to certain:
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Goods made to the consumer's specifications or clearly personalised
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Rapidly perishable goods
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Sealed goods that are not suitable for return for genuine health protection or hygiene reasons once unsealed
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Other products or contracts excluded under applicable consumer law
These exceptions do not remove your legal remedies if goods are faulty or otherwise non-conforming.
EU consumers also have statutory legal-guarantee rights concerning goods that are faulty, not as described or otherwise non-conforming. These rights exist independently of our voluntary 30-Day Return Guarantee.
United Kingdom
If you are a consumer purchasing goods online in the United Kingdom, you generally have a statutory right to cancel an eligible distance contract without giving a reason.
You generally have 14 days after receiving the goods to notify us that you wish to cancel.
After notifying us, you generally have a further 14 days to return the goods.
To exercise this right, contact:
You may use the Model Cancellation Form included below, but you are not required to use it.
Our approval is not required for you to exercise a valid statutory cancellation right.
You may handle the product in the same way you reasonably would when examining it in a physical shop. Where permitted by law, we may reduce the refund to reflect diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.
Where required by law, we will also refund the cost of our standard delivery option. Additional amounts paid for premium or express delivery are not required to be refunded beyond the cost of standard delivery.
Your statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods are separate from your 14-day cancellation right and from our voluntary 30-Day Return Guarantee.
Sale and discounted products have the same statutory consumer rights as products sold at full price.
Australia
Our voluntary 30-Day Return Guarantee operates in addition to rights available to Australian consumers under the Australian Consumer Law.
Australian statutory consumer guarantees cannot be excluded, restricted or replaced by this policy.
Where goods fail to comply with applicable consumer guarantees, you may be entitled to a repair, replacement, refund or compensation depending on the nature and seriousness of the failure.
For a major failure, Australian consumer law may give you the right to choose between a refund and replacement. For other failures, the seller may be entitled to provide an appropriate remedy such as a repair.
These statutory rights may continue beyond the 30-day period in this policy and cannot be limited by stating that a product is Final Sale or outside our voluntary guarantee.
Australian law does not generally require a merchant to provide a refund merely because a customer changes their mind. Our 30-Day Return Guarantee therefore provides an additional change-of-mind benefit subject to its terms.
New Zealand
Our voluntary 30-Day Return Guarantee operates in addition to any rights available under the New Zealand Consumer Guarantees Act and other applicable New Zealand consumer law.
Where applicable, goods must meet statutory guarantees concerning matters such as acceptable quality, safety, durability, fitness for purpose and conformity with their description.
Where those guarantees are not met, the customer may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances.
These statutory rights are not restricted to the 30-day period in our voluntary policy.
New Zealand law does not generally require a refund simply because a customer changes their mind. Our voluntary 30-Day Return Guarantee provides an additional benefit for eligible change-of-mind returns.
Canada
Our voluntary 30-Day Return Guarantee applies to eligible Canadian purchases in addition to rights available under applicable federal, provincial and territorial consumer protection laws.
Consumer protection requirements vary between Canadian provinces and territories.
Depending on the applicable law and circumstances, consumers may have additional rights relating to defective goods, misleading descriptions, non-delivery, Internet agreements, required disclosures or other matters.
Nothing in this policy excludes or limits a mandatory right or remedy available under the law of the applicable Canadian province or territory.
Our 30-Day Return Guarantee additionally allows eligible change-of-mind returns according to the terms stated above.
United States
Our voluntary 30-Day Return Guarantee applies to eligible purchases made by customers in the United States.
There is no general federal three-day cooling-off right for purchases made entirely online. However, applicable federal and state consumer protection, warranty and other laws may provide consumers with additional rights in particular circumstances.
Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded under applicable federal or state law.
Our voluntary 30-Day Return Guarantee provides eligible customers with an additional contractual return right according to the terms above.
Switzerland
Customers in Switzerland receive our voluntary 30-Day Return Guarantee according to the terms of this policy.
Swiss law does not generally provide an automatic statutory change-of-mind return or cancellation right for ordinary online purchases.
Our 30-Day Return Guarantee therefore provides an additional contractual right to return eligible products.
This does not limit any mandatory rights that may apply to defective, misdescribed or otherwise non-conforming goods under Swiss law.
Model Withdrawal / Cancellation Form
For UK and EU consumers
You may use this form if you wish to exercise a statutory withdrawal or cancellation right. Use of this form is optional.
To:
Jannis Group LLC
Email: info@jannisgroupllc.com
I hereby give notice that I withdraw from/cancel my contract for the purchase of the following goods:
Product(s): ______________________________
Order number: ___________________________
Ordered on: ______________________________
Received on: _____________________________
Name of consumer: ________________________
Address of consumer: _____________________
Date: ___________________________________
Signature: _______________________________
(Signature is required only if this form is submitted on paper.)
Statutory Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, warranty, right, remedy or other protection that cannot lawfully be excluded, restricted or modified under applicable law.
If any provision of this policy conflicts with mandatory consumer law applicable to your purchase, the mandatory consumer law will prevail.
Contact
For return requests, cancellations, damaged or defective products, refund enquiries or questions regarding this policy, contact:
Jannis Group LLC
Email: info@jannisgroupllc.com