JoSara – Return & Refund Policy (UK – Online Purchases)

 

Last updated: 25/11/2025

 

This Return & Refund Policy applies to all online purchases of handmade garden products and home décor sold by JoSara (“me”, “I”, “our”).

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This policy complies with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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

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1.1 If you are a consumer, you have the legal right to cancel your online order within 14 days of receiving your goods.

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1.2 To cancel, you must notify me by sending a clear written statement via email to: JoSara@hotmail.co.uk

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1.3 If you are returning an item (I will request the return only if necessary, damaged items do not need to be sent back) it must be sent within 14 days of informing me of your cancellation.

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1.4 I will refund the full purchase price, including the standard delivery cost, within 14 days of receiving the goods back, or receiving proof of return, whichever is earlier.

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2. Conditions for Returns

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Because JoSara products are handmade, slight variations in colour, pattern, and finish are normal and are not considered defects.

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2.1 Returned goods must be in their original condition, unused, undamaged.

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2.2 Items must be packaged securely for the return journey. Damage caused by poor packaging may result in a deduction from your refund.

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2.3 You are responsible for the cost of returning unwanted items, unless the item is faulty, damaged, or received in error.

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3. Handmade & Customised Items

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3.1 Because JoSara items are handmade and may feature unique characteristics; these do not count as faults.

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3.2 Personalised items cannot be returned or cancelled once production has begun, unless they arrive faulty or misdescribed. This exemption is permitted under the Consumer Contracts Regulations.

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4. Faulty, Damaged or Misdescribed Goods

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4.1 If your item arrives faulty, damaged, or not as described, please contact me within a reasonable time at josara@hotmail.co uk

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4.2 If the item has arrived damaged, please attach a photo(s) of the damage. There is no need to return damaged items.

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4.3 If the item is confirmed to be damaged, faulty or misdescribed, you are entitled to a replacement, or refund under the Consumer Rights Act 2015. Please let me know which option you would like to go ahead with. 

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4.4 I will cover the return postage costs for faulty or incorrect items.

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5. Weathering & Outdoor Use

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Many JoSara items are designed for outdoor use.

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Natural weathering, fading, or wear that occurs over time due to outdoor conditions is not considered a fault.

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This includes, for example:

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fading due to sunlight, although the tiles used are UV stable so that will help prevent this happening 

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moss/algae formation, this can be removed by using a stiff brush, or a weak bleach solution for stubborn sections 

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seasonal cracking in natural materials, tiles on the rim will weaken and pop off if they have been subjected to heavy frost and ice 

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If you need advice on how to maintain or protect your item, please contact me, or see the Mosaic Care section on the item page 

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6. Refund Processing

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6.1 Refunds will be issued using the same payment method used for the original purchase

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6.2 I may reduce your refund if the goods have been returned in a condition meaning I am unable to offer it for sale again 

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6.3 Refunds will be processed within the timeframes required by la

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7. Return Address

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Please return items to:

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JoSara

1 Dower Rise 

Swanland 

North Ferriby

HU14 3QT 

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8. Contact Us

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If you have any questions about returns or need assistance, please contact me:

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Email: josara@hotmail.co.uk 

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