Refund Policy

At J S Chana Homes Ltd, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, this policy sets out your options for returning items and obtaining a refund.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. To exercise this right, you must notify us of your decision to cancel before the 14-day period expires by contacting us at info@jschanahomes.co.uk or by phone on 07828 795344.

You must then return the goods to us within 14 days of notifying us of your cancellation. You are responsible for the cost of return shipping unless the item is faulty or we sent the wrong product.

2. Condition of Returned Items

To be eligible for a refund, returned items must be:

• In their original, unused condition
• In their original packaging
• Free from damage caused after delivery
• Accompanied by proof of purchase

We reserve the right to reduce the refund amount if the value of the goods has been diminished by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

3. How to Initiate a Return

To start a return, please contact us:

• Email: info@jschanahomes.co.uk — include your order number and reason for return
• Phone: 07828 795344

Our team will respond within one business day with instructions for returning your item. Please do not return any item without first contacting us, as this may delay your refund.

4. Faulty or Damaged Items

If your item arrives damaged, defective or significantly different from what was described, please contact us within 48 hours of delivery with:

• Your order number
• A description of the issue
• Photographs of the damage or defect

For faulty or damaged items we will provide a full refund or replacement at no additional cost to you. Return shipping costs for faulty items will be reimbursed.

5. Refund Processing

Once we have received and inspected your returned item, we will notify you of the outcome by email. If your return is approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that your bank or card provider may take additional time to process the refund — this is outside of our control. If you have not received your refund after 10 business days, please contact us.

6. Non-Returnable Items

The following items cannot be returned:

• Items that have been clearly used, assembled or installed (beyond initial inspection)
• Items returned after the 14-day return window (unless faulty)
• Items returned without prior authorisation from us
• Custom or bespoke orders (where applicable)

7. Exchanges

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

8. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable legislation. If a product is faulty or not as described, you have additional rights beyond those described in this policy.

9. Contact Us

If you have any questions about our Refund Policy, please contact us:

• Email: info@jschanahomes.co.uk
• Phone: 07828 795344
• Post: J S Chana Homes Ltd, 5 Albany Road, Coventry, England, CV5 6JQ