Refund policy

Returns, Cancellations and Refunds Policy

Last updated: [28/06/2026]

This policy applies to consumer purchases made online from Jacks Hydrogen Ltd. It does not affect your statutory rights.

Important: registered office and returns address

Jacks Hydrogen Ltd’s registered office is provided below for statutory and company correspondence purposes.

The registered office is not our returns address. Products must not be sent or delivered to the registered office.

All authorised returns must instead be sent to our designated Returns & Inspections address, following the return instructions in this policy.

1. Our details

Company: Jacks Hydrogen Ltd
Company number: 17250701

Registered office:
82a James Carter Road
Bury St Edmunds
United Kingdom
IP28 7DE

Important: The registered office above is not a returns, inspection, warehouse or customer-service address. Please do not send products or returns to it.

Email: sales@jackshydrogen.co.uk
Telephone: 01527 352189

2. Cancelling an order before dispatch

You may request cancellation of your order before it has been dispatched by contacting us at sales@jackshydrogen.co.uk.

We will make reasonable efforts to stop dispatch. Where the order has already entered the dispatch process, you may need to receive and return the goods under the cancellation procedure below.

3. Your right to cancel an online purchase

You have the right to cancel an eligible online purchase without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving the goods.

After notifying us, you then have a further 14 days to return the goods.

Where an order contains multiple goods delivered on different days, the cancellation period begins when you receive the final item in that order.

To exercise your right to cancel, contact us using:

Email: sales@jackshydrogen.co.uk

Please include:

  • your full name;

  • order number;

  • product being returned;

  • delivery address; and

  • confirmation that you wish to cancel the purchase.

You may also use the cancellation form at the end of this policy, although this is not compulsory.

4. Returning change-of-mind purchases

Following cancellation, the product must be returned within 14 days to:

Jacks Hydrogen Returns & Inspections
30 Perryfields Crescent
Bromsgrove
B61 8SS

Please contact us at sales@jackshydrogen.co.uk before sending the product so that we can:

  • confirm that your return has been recorded;
  • provide any applicable return reference;
  • confirm appropriate packing and transport arrangements; and
  • identify the returned machine when it arrives.

Do not send returns to our registered office at 82a James Carter Road. Returns sent to the registered office may be delayed, refused or redirected, and any resulting additional costs may be deducted where legally permitted and reasonably incurred.

Unless the goods are faulty, damaged on arrival, incorrectly supplied or not as described, you are responsible for arranging and paying the return delivery costs.

Because our machines are high-value electrical products, we strongly recommend that all returns are:

  • sent using a fully tracked service;
  • insured for their full purchase value;
  • securely packaged to prevent movement or damage;
  • protected using suitable internal packaging; and
  • accompanied by the customer’s name, order number and return reference, where one has been issued.

You remain responsible for the goods until they are delivered to and accepted at our Returns & Inspections address.

We do not accept responsibility for products that are lost, damaged or misdirected because they were sent to an incorrect address or without appropriate packaging, except where the law places that responsibility on us.

5. Your responsibility for the product

You may inspect the goods and handle them only to the extent reasonably necessary to establish their nature, characteristics and operation, in broadly the same way as you would be permitted to examine a product in a physical shop.

You are responsible for any reduction in value caused by handling, use, installation, operation, contamination, damage or alteration beyond what is reasonably necessary for that inspection.

Examples that may result in a deduction from your refund include:

  • scratches, dents, chips or other cosmetic damage;

  • damage caused by dropping, impact or unsuitable transport;

  • prolonged operation beyond what is reasonably required to inspect the product;

  • use contrary to the instructions supplied;

  • use of unsuitable water or liquids;

  • contamination of the water tank, tubing, outlets or internal system;

  • damage caused by incorrect filling, draining, storage or cleaning;

  • tampering, dismantling, attempted repair or modification;

  • missing accessories, components, manuals or fittings;

  • damage to cables, connectors, outlets, wheels, handles or controls;

  • signs of excessive use, misuse or neglect;

  • removal, alteration or damage to serial numbers or identification labels; or

  • returning a different unit from the one originally supplied.

Any deduction will be based on the actual reduction in the product’s value and the reasonable costs associated with inspection, cleaning, repair, replacement of missing parts or restoration.

We will not impose an automatic restocking fee.

Where customer handling or damage has substantially reduced the value of the product, the refund may be reduced accordingly. In exceptional circumstances, where customer-caused damage or misuse has reduced the product’s value to nil, the deduction may equal the full product price.

No deduction will be made merely because the customer has handled the goods in a way reasonably necessary to inspect them.

These provisions do not apply where the reduction in value results from a fault, defect, misdescription or other breach for which Jacks Hydrogen Ltd is responsible.

6. Original packaging

We strongly recommend retaining and using the original product packaging because these machines require appropriate protection during transport.

The absence of original packaging will not automatically remove your cancellation rights. However, if inadequate packaging results in damage during the return journey, or if missing or damaged specialist packaging genuinely reduces the product’s value, this may be taken into account when assessing the refund.

7. Serial numbers and inspection

Each returned machine will be inspected before the refund is completed.

We may verify:

  • the model and serial number;

  • external and internal condition;

  • operating hours or other available usage information;

  • supplied accessories;

  • water tank and outlet condition;

  • signs of contamination or misuse;

  • evidence of modification or attempted repair; and

  • damage sustained after delivery.

The returned serial number must match the product supplied under the relevant order.

We may photograph or record the inspection to maintain an accurate record of the returned product’s condition.

8. Nasal cannulas, masks, tubing and hygiene products

Nasal cannulas, masks, tubing and other personal-use accessories may be supplied in sealed hygiene packaging.

Where such an item is sealed and is not suitable for return for health-protection or hygiene reasons, the right to cancel does not apply once its seal has been broken.

An opened hygiene accessory may therefore be excluded from the refund unless it is faulty.

This exclusion applies only to the affected hygiene product. It does not automatically remove the right to return the main machine.

9. Refunds following a change of mind

Where you validly cancel your order, we will refund:

  • the price paid for the eligible returned goods; and

  • the cost of our least expensive standard delivery option, where an outbound delivery charge was paid.

We are not required to refund any additional amount paid for express, timed, premium or enhanced delivery above the cost of standard delivery.

The refund will normally be made using the original payment method.

We may withhold the refund until:

  • we have received the goods back; or

  • you provide evidence that the goods have been returned,

whichever occurs first.

The refund will be issued no later than 14 days after the relevant event above, subject to any lawful deduction for diminished value.

Your bank or payment provider may take additional time to display the refund.

10. Faulty, damaged or incorrectly supplied goods

Your legal rights are different where goods are:

  • faulty;

  • not of satisfactory quality;

  • not fit for their intended purpose;

  • not as described;

  • damaged before or during delivery; or

  • not the product you ordered.

Please contact us as soon as reasonably possible with:

  • your order number;

  • a description of the problem;

  • photographs or video where helpful; and

  • the serial number of the product.

Asking you to provide supporting information does not reduce your statutory rights.

Where goods do not conform to the contract, you may have rights under the Consumer Rights Act 2015, including:

  • the short-term right to reject qualifying faulty goods within 30 days;

  • repair or replacement where applicable;

  • a price reduction; or

  • a final right to reject in certain circumstances.

Where the goods are confirmed as faulty, damaged on arrival, incorrectly supplied or not as described, we will cover reasonable return costs or arrange collection.

We will not treat damage caused by misuse, accident, unsuitable water, incorrect operation, unauthorised repair, modification, neglect or failure to follow the instructions as an inherent product fault.

Nothing in this policy excludes or restricts your statutory rights.

11. Delivery damage

Please inspect the external packaging and product promptly after delivery.

Where possible, record visible packaging damage with the courier and contact us promptly with photographs of:

  • the outer packaging;

  • the shipping label;

  • internal protective packaging;

  • the affected part of the product; and

  • the product serial number.

Prompt reporting helps us investigate with the carrier, but it does not remove any statutory rights you may have.

12. Refused and uncollected deliveries

Where you refuse delivery because you are exercising your cancellation rights, please notify us.

Where an order is returned because the customer:

  • supplied an incorrect address;

  • failed to accept delivery;

  • did not collect the shipment; or

  • requested an unauthorised change of delivery,

we may deduct reasonable direct costs that we have incurred where permitted by law.

13. Business purchases

The statutory consumer cancellation rights described in this policy apply to individuals acting wholly or mainly outside their trade, business, craft or profession.

Purchases made wholly or mainly for business purposes may be subject to separate business terms and do not necessarily benefit from the same cancellation rights.

14. Abuse, fraud and substituted returns

We reserve the right to investigate suspected fraud, return substitution, serial-number mismatch or deliberate product damage.

This does not permit us to withhold a lawful refund without evidence or to restrict legitimate statutory rights.

15. Contacting us and returning goods

For cancellations, returns or refund enquiries, contact:

Jacks Hydrogen Ltd
Email: sales@jackshydrogen.co.uk
Telephone: 01527 352189

Please include your order number in all correspondence.

Returns address

Authorised product returns must be sent to:

Jacks Hydrogen Returns & Inspections
30 Perryfields Crescent
Bromsgrove
B61 8SS

Registered office

Our statutory registered office is:

Jacks Hydrogen Ltd
82a James Carter Road
Bury St Edmunds
United Kingdom
IP28 7DE

The registered office is not a returns address. Please do not send machines, accessories or other returned goods to it.

Model cancellation form

Complete and send this form only if you wish to cancel your contract. You may instead notify us by email.

To: Jacks Hydrogen Ltd
Email: sales@jackshydrogen.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Product:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Customer email:
Customer telephone number:
Signature, if submitted on paper:
Date:

After notifying us, return the goods within 14 days to:

Jacks Hydrogen Returns & Inspections
30 Perryfields Crescent
Bromsgrove
B61 8SS

Do not return goods to the company’s registered office.