Refund policy

Return & Refund Policy – JEC NVG

Effective Date: 28/05/2025
Last Updated: 28/05/2025

1. Introduction

This Return & Refund Policy applies to all transactions with JEC NVG, including rental and sales of goods. We are committed to complying with all applicable UK consumer protection laws, including the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and UK GDPR where applicable.

2. Rented Items

2.1 Return Obligations

All rented items must be:

  • Returned within 24 hours of the end of the agreed rental period

  • In the same condition as received

  • Returned using the prepaid tracked label provided by JEC NVG

Failure to comply may result in additional charges, late fees, or loss of deposit.

2.2 Late Returns

If a rented item is not returned within 24 hours:

  • A daily late fee will be applied

  • Non-returns exceeding 4 days may be considered theft and may be reported to authorities

  • Any security deposit may be withheld

  • Additional rental charges and replacement costs may apply

2.3 Damaged Rental Returns

If a rented item is returned damaged beyond reasonable wear and tear:

  • You may be liable for repair costs

  • If the item is beyond repair, the full replacement value may be charged

  • Damage assessment and cost breakdown will be shared with the customer

2.4 Refunds on Cancelled Rentals

You have a right to cancel a rental under UK consumer law if:

  • You cancel within 14 days of making the booking, and

  • The rental has not yet started

If cancelled after this period or after equipment has been dispatched, a partial refund may be issued at our discretion, less any administrative or shipping costs.

3. Sold Items

3.1 Return Period

You may return sold items within 14 calendar days of delivery if:

  • The item is unused and in its original condition and packaging

  • You contact us in writing (email or post) to request a return

This is in line with your “cooling-off” period under the Consumer Contracts Regulations.

3.2 Exclusions

The following sold items are non-returnable unless faulty:

  • Customised or personalised goods

  • Items sold as clearance or “sold as seen

3.3 Faulty or Damaged Items

If a sold item is received damaged or faulty:

  • Contact us within 30 days of delivery

  • You are entitled to a full refund, repair, or replacement, per the Consumer Rights Act 2015

  • If the fault develops after 30 days but within 6 months, we may offer a repair or replacement

3.4 Refund Processing

Once an eligible return is received and inspected:

  • We will notify you of the approval or rejection of your refund

  • Approved refunds will be processed within 5–10 business days

  • Refunds will be issued to your original payment method

We reserve the right to deduct an amount from the refund if the value of the goods has been reduced due to your handling.

4. Return Instructions

To initiate a return or refund request:

  1. Email: info@jecnvg.co.uk with your name, order number, and reason for return.

  2. We will confirm eligibility and send return instructions.

  3. Send the item using a tracked service, unless otherwise instructed.

Returns Address:
JEC NVG Returns
JEC NVG, The Store room, Leeds, LS11 8EH

5. Contact Us

For any questions regarding returns or refunds, please contact:

Email: Info@jecnvg.co.uk
Phone: 07825950245
Hours: Tuesday - Saturday, 1000hrs - 1630hrs

6. Legal Rights

This policy does not affect your statutory rights under UK consumer law.

For independent advice, you can contact:
Citizens Advice: www.citizensadvice.org.uk or call 0808 223 1133
Consumer Helpline: https://www.gov.uk/consumer-protection-rights