Refund policy
Last updated: 22nd Aug 2026
We want you to love your purchase. If something isn't right, this policy explains how returns and refunds work.
30-Day Return Window
You have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be:
- Unused and in its original condition
- In its original packaging
- Accompanied by your receipt or proof of purchase
Because our product is a reusable drinking bottle, items that show signs of use (including having been filled with liquid) cannot be accepted for hygiene reasons, unless the item is defective. Items that do not meet these conditions will be refused or subject to a reduced refund at our discretion.
How to Start a Return
All returns must be requested in advance. Items sent back to us without a return request will not be accepted, and we are not responsible for returning such items to you or issuing any refund for them.
To start a return, contact us at cs@newjerseyuk.com with your order number and reason for return. Once your return request is approved, we will provide instructions on where to send your item.
Return shipping is the customer's responsibility. You may arrange and pay for your own return shipping using a carrier of your choice, at your own cost. We recommend using a trackable shipping method, as we are not responsible for items lost or damaged in transit back to us, and a refund cannot be issued for a return we do not receive.
Optional facilitated return service: for your convenience, we also offer a facilitated return service for a flat fee of $5 USD. This fee covers a prepaid return label and processing on our end, and will be deducted from your refund once your return is approved. This fee is non-refundable, including if the return is later found ineligible upon inspection. To use this service, let us know when requesting your return.
Returns must be sent to the address provided to you at the time your return is approved through our official email cs@newjerseyuk.com.
Damages, Defects, and Incorrect Items
Please inspect your order as soon as it arrives. If your bottle is defective, damaged, or incorrect, contact us within 24 hours of receipt at cs@newjerseyuk.com with your order number and photos of the item and packaging, so we can evaluate the issue promptly. Claims submitted after this window may not be eligible for a replacement or refund, at our discretion.
Exceptions / Non-Returnable Items
The following cannot be returned:
- Sale or clearance items
- Gift cards
- Items that have been used or show signs of wear, use, or damage not present at delivery
- Items missing original packaging
If you have questions about whether your item is eligible for return, contact us before purchasing or before initiating a return.
Exchanges
We do not process direct exchanges. The fastest way to get a replacement is to return your original item for a refund (subject to this policy) and place a new order separately.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days of approval, minus any applicable facilitated-return fee. Please note that your bank or card provider may take additional time to post the refund to your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at cs@newjerseyuk.com.
Limitation of Liability
To the fullest extent permitted by law, New Jersey UK is not liable for items lost, delayed, or damaged in transit during a return shipment arranged independently by the customer. Our liability in connection with any return is limited to the refund value of the item(s) in question, as determined under this policy.
Contact Us
For any questions about returns, refunds, or this policy: Email: cs@newjerseyuk.com