Refund Policy

Returns & Refunds

Thank you for shopping with tbJP. We do all we can to provide you with a product you will be fully satisfied with, however we understand a return may sometimes be necessary.

Your statutory right to cancel (EU/EEA customers)

Under the EU Consumer Rights Directive, as implemented in Ireland by the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

To exercise this right, tell us clearly of your decision to cancel before the 14 days expire — by email to hello@tbjp.ie, or by using the withdrawal form on our site. You then have a further 14 days to return the goods to us.

We will refund all payments received from you, including the standard delivery cost, within 14 days of receiving the goods back (or of receiving proof that you have sent them). If you chose a more expensive delivery option than our standard service, we will only refund the standard cost. You are responsible for the cost of returning the goods, and for any reduction in their value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

This statutory right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery. This covers our nutrition products where the seal has been broken.

Our 30-day returns policy

In addition to your statutory rights above, we accept returns within 30 days of receipt, provided the item is in its original condition — unused, unopened, in original packaging, with seals and tags intact. You'll also need the receipt or proof of purchase.

Once your item is received back at our warehouse, you will be entitled to an exchange, a gift card with the item cost as credit, or a refund for the item cost.

Items returned outside this 30-day period are not returnable, and an exchange, gift card or refund is not valid.

Clothing — We are not able to refund items that have or appear to have been worn, washed, are not in original condition, or have had the tags removed. The item must be free from any signs of wear and odour.

Nutrition — We are not able to refund items that have been opened or used, with any sealants not intact. The item must be free from any signs of use or damage.

How to return

We aim to process your return within 14 days of receipt, however during busy periods this may take up to 28 days.

A returns sheet will be included in your package. Please complete this form correctly and return it inside the package with your item. If you do not have the returns sheet, please contact us to request a copy.

We advise using a tracked delivery service for your own insurance, and obtaining proof of postage, as we are unable to take responsibility for items lost in transit. Return postage cost will not be reimbursed unless the error is ours (for example, we sent the wrong item). If an item does not reach us, we cannot process the return.

Return address:

TBJP Ireland Units 5 and 6, Graham Industrial Park Dargan Crescent, Belfast, BT3 9LP

Changed your mind before dispatch?

If you have placed an order in error, please contact us as soon as possible. We will cancel it if the order has not yet been sent. If the order has already been processed we cannot cancel it — in that case we recommend you decline the delivery, and the item will be returned to us by the courier. Once received, we can refund the cost of the item. The original shipping charge and return fee will be deducted from your total refund.

Exchanges

We can offer an exchange for an item returned within the 30-day return period. There is an option to request this on the returns sheet enclosed with your order. We do not offer exchanges on sale items.

Faulty or damaged items

Please inspect your order on receipt and contact us immediately if the item appears defective or damaged. Please send a photograph of the issue along with your email to customer services so we can assist.

Under the European Union (Sale of Goods and Supply of Digital Content) Regulations 2022, you have rights where goods are faulty, not as described, or not fit for purpose. Customers are entitled to a full refund up to 30 days after receiving goods that are faulty or damaged.

Please note: any item where damage has been incurred due to customer negligence — including but not limited to wearing or washing clothing, not following care instructions, or opening a nutrition product's sealant — is not covered. Only manufacturing faults and errors will be considered.

Incorrect item received

Although care is taken to ensure every order is accurate, occasionally the wrong item may be sent due to human error. Please contact us immediately if you receive a product you did not order.

You will be given the option to keep the item. If the item you paid for was more expensive than the item you received, the difference will be refunded or issued as a gift card. Alternatively, you can return the item to us as per the return instructions above; you will be reimbursed for the return shipping charge if proof and cost of postage is provided. On receipt of the returned item, the replacement will be shipped.

Returns for an incorrect item must still be sent within the 30-day return period.

Refunds

We are not obliged to refund any order until the physical product is received by us. We strongly advise returns are sent with a secure, tracked service. If your item is lost in transit we cannot accept responsibility; if the return is tracked, a claim can be raised with the courier.

Once we have your returned item it will be checked for damage, and if approved a refund to your original payment method will be issued, or a gift card provided if that is your chosen option. You will be notified by email.

Please remember it can take some time for your bank or credit card company to process the refund and for it to appear on your statement.

Exclusions

We are unable to refund, provide gift card credit for, or exchange:

• Gift cards
• Items that have had their tags removed
• Items that have been opened or used in any way
• Items purchased through a third-party reseller
• Sale or reduced items, including discounted upsells

These exclusions do not affect your statutory rights in respect of faulty goods.

Undeliverable items

If items are undeliverable by the courier or postal service, you will be informed by the courier how to arrange redelivery or where to collect from. If the parcel remains unclaimed it will be returned to us and you will be contacted. The item can be resent to you on your agreement, with the shipping charge and return fee charged to you. Alternatively, the returned item will be restocked and the cost exchanged for a gift card or refunded directly.

In no circumstances will the postage charge and return fee we incur be refunded. This total will be deducted from your gift card or refund, or added to your reshipping bill. You will be notified by email.

Contact

Questions about returns should be sent to hello@tbjp.ie.