Last updated: 3 October 2025
This policy applies to trade customers of JollyCracker for goods purchased via enquiry and quotation. It should be read alongside our Terms of Service.
1) Trade only
We supply business customers (retailers, distributors, hospitality, corporate buyers, event agencies). If you are a consumer, please contact us before ordering.
2) Custom goods are NCNR
Custom goods (made to your specification, design, branding, size, finishes, contents or packaging) are non-cancellable and non-returnable (NCNR) once artwork is approved and production has begun, except where we confirm a manufacturing defect under section 5.
3) Standard goods (if applicable)
Standard (non-custom) items may be returnable by prior written consent and RMA within 14 days of delivery, unused and in original packaging. Restocking and carriage fees may apply.
4) Cancellations before production
If you cancel before production starts, we may charge for proofs, samples, materials reserved, and administration. Deposits may be set against these costs.
5) Faults, shortages & transit damage
Please inspect goods on arrival. Report any shortage, visible damage, or suspected manufacturing defect within 5 business days of delivery, with photos and delivery notes. Claims outside this window may be deemed accepted.
6) Remedies for confirmed defects
For confirmed manufacturing defects we will, at our option, repair, replace, or credit/refund the affected goods. Minor variations within industry tolerances (e.g. small size/colour variance, foil registration) are not defects.
7) Returns process (RMA)
- Email [email protected] with order ref, photos, and a short description.
- We’ll review and, if applicable, issue an RMA and return instructions.
- Pack goods securely; include the RMA number on the label.
For confirmed defects we cover return carriage or arrange collection. For non-defect returns (where permitted), the buyer covers carriage and any restocking fees.
8) Refund timing
Approved credits/refunds are typically issued within 14 business days after we receive and assess the returned goods or confirm a defect without return.
9) Exclusions
- Wear, misuse, improper storage/handling, or deviation from agreed usage.
- Variations within agreed tolerances.
- Goods altered by the buyer or third parties.
10) Contact
Questions or to start a claim: [email protected]