We want you to be genuinely happy with every purchase. If something isn't right, here's exactly how we'll put it right.
Every jar that leaves The Jam Kitchen is made with care and packed with the same attention. But we know things can occasionally go wrong — and when they do, we want to sort it out quickly and fairly.
We offer a 30-day returns window from the date you receive your order — which goes beyond the 14-day legal minimum. We think that's the right thing to do.
Not happy for any reason? Just get in touch at thejamkitchenco@gmail.com and we'll make it right. We read every message personally.
Here's a quick summary of when we'll cover return postage and when you'll need to:
Item arrived damaged, item is faulty, or item received was not what you ordered.
You've changed your mind and the item is unopened and in its original condition.
We pack every order carefully to protect it on its journey, but occasionally damage happens in transit. If your order arrives damaged, please don't worry — we'll sort it out straight away.
To help us process your claim quickly, please:
We'll offer you a replacement or a full refund — whichever you prefer. You won't need to return the damaged item and we'll cover all associated costs.
If a product is faulty, has a defect, or is significantly different from how it was described on the website, you are entitled to a full refund or replacement under UK consumer law — and we will always honour this.
Please contact us as soon as possible with details of the issue and, where helpful, a photo. We'll arrange a return at our cost and issue a full refund or send a replacement, whichever you prefer.
Please note that natural variation between batches — such as slight differences in colour, set, or sweetness — is a normal characteristic of handmade preserves and does not constitute a fault. If you'd like to understand more about this, our FAQs cover it in detail.
We offer a 30-day returns window for change-of-mind returns — so if you decide a product isn't for you, you have plenty of time to let us know.
To be eligible for a change-of-mind return:
For change-of-mind returns, return postage is at your cost. We recommend using a tracked service, as we can't be responsible for items lost in the post on the way back to us.
Once we receive the returned item in good condition, we'll issue a full refund of the product price within 5 working days. Original delivery costs are non-refundable for change-of-mind returns.
Returns are simple — just follow these steps:
Once a refund has been agreed and any returned items received, we aim to process refunds within 5 working days.
Refunds are issued to the original payment method used at checkout. Processing times after we've issued the refund can vary slightly depending on your bank or card provider, but are typically 3–5 business days.
You'll receive an email confirmation when your refund has been processed.
For damaged or faulty items where no return is required, refunds are typically processed within 2 working days of us confirming the issue.
Sales made at markets and events are generally final at the point of purchase. However, we believe in standing behind our products — if something you bought at a market turns out to be faulty or not as described, please get in touch and we will do our best to resolve it.
We're not able to offer change-of-mind returns on market purchases, but if you have any concerns at all please drop us a message. We'd always rather know if something wasn't right.
If you have any questions about a return, refund, or an order that hasn't arrived as expected, please don't hesitate to reach out. There's a real person on the other end who genuinely wants to help.
We aim to respond to all queries within 24 hours.