At Julev, we want you to love every part of your hair ritual. If something isn't quite right, here's how our fully EU-compliant returns process works.

1. Our 30-Day Return Window

We give you a generous 30 days from the day you receive your order to request a return — more than the law requires, because we want you to feel confident in your purchase. To start a return, simply email us at support@julev.co.uk within 30 days and we'll guide you through the next steps.

2. Your 14-Day Right of Withdrawal

Separately, under EU consumer protection law, you always have the right to cancel your order and return it for any reason within 14 days of receiving your delivery. This is your statutory minimum — our 30-day window extends beyond it for your convenience. Where you're entitled to a refund, it will be issued to your original payment method — no fees, no deductions.

To exercise either right, email us at support@julev.co.uk with a clear statement of your decision to cancel. You can use the model cancellation form at the bottom of this page, but it's not required.

3. Condition Requirements

To meet EU quality and hygiene standards, items must be returned in their original condition.

For health and hygiene reasons, our beauty and skincare products — Hair Oils, Moroccan Hair Oil, and Collagen Glow Cream — cannot be returned once their protective hygiene seals or original packaging have been opened or unsealed, unless the item is faulty. This exclusion is permitted under Article 16 of the EU Consumer Rights Directive, which allows sealed goods unsuitable for return on health or hygiene grounds to be excluded once unsealed. Unopened cosmetics with seals intact can be returned within the 30-day window.

The Julev Mist Comb is a device rather than a sealed cosmetic, so it may be returned within 30 days as long as it's in original, resalable condition with its packaging.

Under EU law, you may be liable for any reduced value of goods resulting from handling them beyond what is necessary to establish their nature and function. We may reduce a refund proportionally if an item is returned used or missing its original packaging.

4. Faster Alternatives (Optional)

Returning by post can be a hassle, so we're happy to offer two optional alternatives — entirely your choice, and never a replacement for your legal right to a cash refund:

• Store Credit + 10% Bonus: Prefer store credit over a refund? We'll email you a digital gift card worth 110% of your purchase price — a little thank-you from us.
• Easy Exchange: Ordered the wrong variant? Let us know and we'll arrange an exchange, covering the cost of shipping your replacement out to you.

5. Return Shipping Costs

Except where an item arrives faulty or damaged, you are responsible for the cost of return shipping to our fulfilment centre. Return shipping costs are non-refundable. We recommend using a trackable service, as we can't refund items lost in return transit.

6. Faulty or Damaged Items

Every Julev product is covered by the EU Legal Guarantee of Conformity. If your item arrives broken, faulty, or damaged, please don't send it back — instead, email support@julev.co.uk within 30 days of delivery with a short photo or video of the issue. Once verified, we'll ship a free replacement or issue a full refund to your original payment method, at no cost to you.

7. Processing Times

Once your return reaches our warehouse and passes inspection, we'll confirm approval. Approved refunds are returned to your original payment method within 14 days. Store credit and exchanges are processed within 24–48 hours of inspection.

We may withhold a refund until we've received the returned goods or you've provided proof of return, whichever is sooner.

Model Cancellation Form

You can copy and send this to support@julev.co.uk (or write your own message):

To Julev, I hereby give notice that I withdraw from my contract of sale of the following goods: Order number: Ordered on / received on: Your name: Your address: Date:

Questions? Email us anytime at support@julev.co.uk — we're happy to help.