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Customer Services

Returns Policy & Procedure

At ON! Juniper we strive to provide you with quality products. If for any reason you are not entirely satisfied with your purchase, or you wish to otherwise cancel your order, you may return any item in its original condition for a refund within 30 days from the date of delivery.

To initiate a refund and return, please call ON! Juniper at +44 (0) 7739 517877 or email: info@onjuniper.comTo ensure a quick resolution, please provide the order number when you call. Retaining the original delivery materials will help to decrease packaging and facilitate your return process.

If you return items for reasons other than defects in the products, an incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items.  Please note that we may not provide a full refund if goods show signs of unreasonable use. Under such a circumstance, we will notify you that a reduced refund amount will be available.

Damaged / Faulty / Incorrect Items

If the goods you receive are damaged or faulty in any way, or not what you originally ordered, we will exchange the items or offer you a refund. If delivery of items is required, we will work with you to identify the best methods of delivery and we will cover the cost of postage.

If you require a refund we will reimburse you the price paid by you for the goods (including the initial delivery charge, but not an additional cost of any premium delivery option, if chosen) within 5 business days of receiving the returned item(s). Should you return an item 30 days after you had received it, a refund may not be issued.

Refunds will only be issued to the original credit/debit card or other payment method used to pay for the item.

Proof of Postage

Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof that you have returned the goods in the unlikely event that we do not receive the returned parcel.


Delivery Policy

You may choose to have your products delivered through:

Royal Mail Standard Delivery or a tracked delivery for a slightly higher fee.

If you choose to pick up your oder in Horsell, Woking GU21 4UA you will not incur a delivery fee. If you choose this option, we will be in contact with you shortly after receipt of your order to arrange for a pick-up. Pick-ups can occur between Monday and Friday from 9am-4pm or Saturday from 9am-4pm. If you have not heard from us within 2 days of your on-line purchase, do contact us.

Please allow two additional days for deliveries to Scottish Highlands, Aberdeen, Northern Ireland and other rural areas. Unfortunately for select post codes in specific rural areas we may offer limited delivery options. Orders are processed for delivery on working days only (Monday through Friday, excluding bank holidays).

Given that our products are hand made, your order will take between 1-2 days to process.

Some orders may require signature upon delivery. If you are not there to receive your order, our delivery company may leave a telephone number or delivery card for you to make alternative arrangements.

We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or misdelivery as a result of incorrect data entry.

If these delivery options do not meet your needs, please contact us. We will make every effort to meet your requirements.

We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or misdelivery as a result of incorrect data entry.

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