Jamesluck Apparel Ltd
Return, Exchange and Refund Policy:
At Jamesluck Apparel Ltd, we want you to be happy with every purchase. We inspect our products before they are delivered or collected. If there is a problem with your order, please contact us as soon as possible.
This policy covers:
– Ready-to-wear shirts, trousers, hoodies, jackets, blazers, agbada robes and kaftans
– Bespoke and made-to-measure garments
– Slippers, shoes, canvas shoes and sneakers
– Hand bags, belts and wallets
– Perfumes and body sprays
– Fashion accessories
– Other products sold by Jamesluck Apparel Ltd
By buying from our shop, website, WhatsApp, Instagram, Facebook or an authorised sales representative, you agree to this policy.
1. Seven-day return period
You must request and return an eligible product within seven calendar days from the date of purchase shown on your receipt, invoice or order confirmation.
For example, if you bought the product on Monday, it must be returned no later than the following Monday.
If delivery is delayed because of Jamesluck Apparel Ltd or the delivery company we selected, we may count the seven days from the date you received the order.
Returns made after seven days may not be accepted.
2. General conditions for returns
To qualify for a return, exchange or refund:
– The product must be returned within seven calendar days.
– You must provide your receipt, invoice, order number or another valid proof of purchase.
– The product must not have been worn or used, except for a careful fitting.
– It must not have been washed, dry-cleaned, ironed, sprayed or altered.
– All labels, tags, seals and packaging must remain attached and undamaged.
– The product must not be torn, dirty, stained, scratched or damaged.
– It must not smell of perfume, body odour, smoke, food or another substance.
– It must be returned with all accessories, spare buttons, boxes, dust bags and gifts supplied with it.
– It must be in a condition that allows us to sell it again.
– It must pass our inspection.
Receiving a returned product does not automatically mean that we have approved the return.
3. Ready-to-wear garments
Ready-to-wear shirts, trousers, hoodies, jackets, blazers, agbada robes and kaftans may be returned within seven days if they meet all the conditions in this policy.
You may return a ready-to-wear garment if:
– We sent you the wrong product, colour or size.
– The garment was damaged when you received it.
– It has a genuine manufacturing fault.
– It is clearly different from the product you ordered.
– You selected the wrong size and the garment is still in its original condition.
– You changed your mind and the garment is unused and in perfect condition.
For a change of mind or wrong size selected by the customer, we may offer an exchange or store credit instead of a cash refund.
4. Bespoke and made-to-measure garments
Bespoke garments are made specially for one customer. They may include personalised agbada robes, kaftans, shirts, trousers, jackets, blazers and other garments made using the customer’s measurements or chosen design.
Bespoke products cannot be returned or refunded simply because:
– You changed your mind.
– You no longer need the garment.
– Your preferred style or colour changed.
– You gave us incorrect measurements.
– Your body size changed after measurements were taken.
– You approved the fabric, design or measurements before production.
– You missed a fitting appointment or did not attend the final fitting.
– The garment fits differently from a ready-to-wear product but follows the approved measurements.
A bespoke product may qualify for correction, repair, remake or refund if:
– We did not follow the agreed measurements.
– We used the wrong fabric, colour or design.
– The garment has a genuine workmanship fault.
– The finished product is materially different from the approved order.
– The product was damaged before it was handed over to you.
We must first be given a fair chance to correct or repair a bespoke garment. A refund will normally be considered only if the problem cannot be corrected within a reasonable time.
Any alteration made by another tailor without our written approval may cancel your right to ask us to correct the garment.
5. Shoes, slippers, canvas shoes, sneakers, handbags, belts, wallets and other leather products.
To qualify for a return:
– The footwear soles must be clean and unused.
– The leather products must have no scratches, stains or strong creases.
– All labels and tags must remain attached.
– The original box, dust bag, wrapping and accessories must be returned.
– The shoe box must not be torn, written on, taped or used as the delivery box.
Footwear worn outdoors cannot be returned unless it has a genuine manufacturing fault.
Discomfort caused by choosing the wrong size does not make the footwear defective. We may offer a size exchange if the requested size is available and the footwear remains in perfect condition.
6. Perfumes and body sprays
For health, hygiene and safety reasons, perfumes and body sprays can only be returned if:
– The product is unopened and unused.
– The original seal and packaging are intact.
– The product is leaking or damaged when delivered.
– We sent the wrong product.
– The product is confirmed to have a genuine fault.
A perfume or body spray cannot be returned because:
– You do not like the fragrance.
– The scent smells different on your skin.
– You believe the fragrance does not last as long as expected.
– The product has been opened, sprayed or tested.
– The box, bottle, seal or protective wrapping has been damaged after delivery.
Fragrance strength and lasting time can be affected by skin type, weather, storage, application method and other personal factors. These differences do not automatically mean that the product is defective.
If a perfume or body spray arrives broken or leaking, take clear pictures or a video before opening or disposing of the package and contact us immediately.
7. Fashion accessories
Fashion accessories may be returned if they are unused, undamaged and still have their original labels, seals and packaging.
For hygiene reasons, the following items cannot be returned after their seals or packaging have been opened:
– Earrings and pierced jewellery
– Underwear and undergarments
– Socks
– Face masks
– Hair and grooming products
– Other personal-use accessories marked as non-returnable
This rule does not apply if we supplied a wrong, damaged or genuinely defective product.
8. Products that cannot be returned
We may refuse a return if:
– More than seven days have passed.
– The product has been worn, washed, used or altered.
– A label, tag or seal has been removed or damaged.
– The product is dirty, torn, stained or damaged.
– The product smells of perfume, smoke, food or body odour.
– Parts, packaging or accessories are missing.
– The product was damaged by misuse or poor handling.
– Care or washing instructions were not followed.
– Another tailor or repairer changed the product.
– There is no proof of purchase.
– The product was not bought directly from Jamesluck Apparel Ltd or an authorised seller.
– The product was clearly marked “Final Sale” or “Non-Returnable.”
– The returned item is different from the one we sold.
– The return does not pass our inspection.
9. Sale and promotional products
Sale and promotional products may be exchanged or returned for store credit within seven days if they meet all return conditions.
Products clearly marked “Final Sale” cannot be returned because of a change of mind, wrong size or personal preference. We will still review the product if it was damaged, defective or incorrectly supplied.
If you return a product bought as part of a bundle or promotion, you must also return any free gift or related promotional item. If you keep the free item, its value may be deducted from your refund or store credit.
10. Colour and product appearance
We try to show our products and colours correctly. However, colours may look slightly different because of lighting, photography, fabric batches and phone or computer screen settings.
A small colour difference is not normally considered a fault. Please contact us if the product is clearly and significantly different from what you ordered.
Small differences in handmade garments, leather products, patterns or fabric placement may also occur. These differences are part of the product’s character and are not defects unless they affect its quality or use.
11. How to request a return
Before returning a product, contact us through our:
– Official WhatsApp
– Sale E-mail address
– Nearest shop
Please provide:
– Your full name and telephone number
– Your receipt, invoice or order number
– The name, size and colour of the product
– The reason for the return
– Clear pictures or a video of the product
– Pictures of the labels, tags and packaging
– Your preferred solution: repair, exchange, store credit or refund
We will review your request and give you return instructions. Do not send a product back before receiving the correct return address and instructions from us.
12. Returning the product
The product may be returned to our shop or sent through an approved delivery company.
You are responsible for:
– Packing the product safely.
– Using the correct return address.
– Using a delivery service that provides tracking.
– Keeping your delivery receipt and tracking number.
– Making sure the package reaches us within the return period.
Do not stick tape or delivery labels directly onto a shoe box, perfume box or original product package.
Jamesluck Apparel Ltd is not responsible for a return that is lost, damaged or sent to the wrong address because the customer used an unapproved or untraceable delivery service.
13. Delivery and return costs
Jamesluck Apparel Ltd will pay reasonable return and redelivery costs if:
– We sent the wrong product.
– The product arrived damaged.
– The product has a confirmed manufacturing fault.
– The problem was caused by us.
The customer will pay the return and redelivery costs if:
– The customer selected the wrong size, colour or product.
– The customer changed their mind.
– The customer provided an incorrect delivery address.
– The delivery failed because the customer was unavailable or could not be contacted.
Original delivery charges are normally not refundable unless the full order is returned because of our mistake or a confirmed defect.
We will only refund delivery costs that we approved before the product was returned.
14. Inspection of returned products
We will inspect the returned product before approving any repair, exchange, store credit or refund.
Inspection will normally take between three and seven business days after we receive the product.
If the return is approved, we will contact you with the available solution.
If the return is rejected, we will explain the reason. You may have to collect the product or pay for it to be sent back to you.
15. Exchanges
All exchanges depend on product availability.
If the replacement product costs more, you must pay the difference.
If it costs less, the balance may be given as store credit or refunded, depending on the reason for the return.
If the requested product is unavailable, you may choose another available product or receive store credit. A refund may be offered where required by this policy or the law.
16. Repairs and corrections
For a small fault that can be properly corrected, we may first offer a free repair.
For bespoke garments, we may first offer an adjustment, correction or remake.
We will complete approved repairs or corrections within a reasonable time. The time needed will depend on the product, the fault and the availability of materials.
17. Store credit
Approved store credit:
– Will be equal to the accepted value of the returned product after any permitted deductions.
– Can be used only at Jamesluck Apparel Ltd.
– Is valid for six months from the date it is issued.
– Cannot be exchanged for cash.
– Must be presented when making another purchase.
Store credit may not be replaced if it is lost, shared or used by another person, unless ownership can be properly confirmed.
18. Refunds
Not every return will qualify for a cash refund. Depending on the problem, we may offer:
1. A repair or correction;
2. A replacement or exchange;
3. Store credit; or
4. A refund.
Approved refunds will normally be sent through the same payment method used for the purchase.
Mobile money refunds will normally be sent to the number used to make the payment. We may ask for proof of ownership if you request payment to another number.
Refunds may take between five and fourteen business days after approval, depending on the bank, mobile money provider or payment company.
Jamesluck Apparel Ltd will never ask for your mobile money PIN, card PIN, bank password or one-time security code to process a refund.
19. Damaged, defective or incorrect orders
Please check your order as soon as you receive it.
Where possible, report a visible problem within 48 hours and provide clear pictures or a video. Keep the product, labels and packaging until the matter has been resolved.
A manufacturing fault does not include:
– Normal wear and tear
– Damage caused by an accident or misuse
– Damage caused by incorrect washing, ironing or storage
– Damage caused by another tailor or repairer
– Colour fading or fabric damage caused by ignoring care instructions
– A perfume’s scent changing because of poor storage
– Small handmade differences that do not affect the product’s use
If we confirm that the product is defective, damaged or incorrect, we will provide a fair solution under this policy and applicable law.
20. Failed delivery and uncollected orders
A failed delivery is not a return when it happens because:
– The customer provided a wrong or incomplete address.
– The customer was unavailable.
– The customer’s telephone number could not be reached.
– The customer refused to pay an agreed cash-on-delivery amount.
– The customer refused the correct and undamaged order without an approved reason.
The customer may have to pay another delivery fee before we send the order again.
Orders left uncollected for a long period may attract storage or redelivery costs after we notify the customer.
21. International orders
For orders delivered outside Ghana and Nigeria:
– The customer is responsible for checking local sizing, customs rules and import restrictions.
– Customs duties, taxes and international delivery charges are normally not refundable.
– The customer normally pays international return costs unless we sent the wrong or defective product.
– The customer must use a tracked delivery service and complete all required customs documents.
– Refunds will be calculated using the original purchase currency.
– Jamesluck Apparel Ltd is not responsible for exchange-rate changes or charges made by banks, customs offices or payment companies.
22. Gifts
A person who received a product as a gift may request an eligible exchange or store credit if valid proof of purchase is provided.
A cash refund will normally be made only to the original buyer through the original payment method.
23. False or dishonest returns
We may refuse or investigate a return if we reasonably believe that:
– The receipt or proof of purchase is false.
– The returned product is not the product we sold.
– The product was deliberately damaged.
– The product was worn and then returned.
– The customer is abusing the return process.
– The return involves theft, impersonation or payment fraud.
We may request reasonable proof of identity or payment before processing a refund. We will protect customer information in line with our Privacy Policy and applicable law.
24. Customer rights
This policy is designed to protect both our customers and Jamesluck Apparel Ltd.
It does not remove any legal right that a customer has under the applicable laws of Ghana and Nigeria or another country. If any part of this policy conflicts with a legal right that cannot be excluded, the law will apply.
25. Disputes
If you have a complaint, please contact us first. We will listen to your concern and try to find a fair solution.
If we cannot resolve the matter directly, either party may use mediation, an appropriate consumer-protection process or a court with the legal authority to handle the matter.
26. Changes to this policy
We may update this policy when our products, services, delivery arrangements or legal duties change.
The policy that applied on the date of your purchase will normally continue to apply to that order, unless the law requires otherwise.
