Returns & Refund Policy

We want you to be happy with your order from W. JOHNSTONE & SONS LIMITED. If something isn't right, here's how returns and refunds work.

Return window

You may request a return within 14 days of receiving your order. To be eligible, items must be unused, in their original condition and original packaging, with all parts included.

Non-returnable items

For hygiene and safety reasons we cannot accept returns of:

• Cleaning cloths and microfibre items once opened or used
• Any item that has been used, washed or damaged after delivery
• Items returned without their original packaging or missing parts

Faulty or incorrectly supplied items are always covered regardless of the above.

How to start a return

1. Email support@johnstonesons.shop with your order number and the item(s) concerned.
2. We'll reply with a return address and instructions within one business day.
3. Pack the item securely and send it back using a tracked service.

Return shipping is paid by the customer unless the item is faulty, damaged or incorrect, in which case we cover it.

Refunds

Once we receive and inspect your return, we email you the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post the funds. Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order. If you'd like help, contact us and we'll guide you through it.

Damaged or faulty on arrival

If your item arrives damaged or develops a fault, contact us within 30 days with photos. We will arrange a free replacement or full refund, including any return postage. This policy does not affect your statutory rights.

Contact

Returns questions? Email support@johnstonesons.shop or call +44 7307166449. Seller of record: W. JOHNSTONE & SONS LIMITED, 23 George Street, Dumfries, United Kingdom, DG1 1EA (Company No. SC251742).