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Information and policies

Complaints / Returns

It's unfortunate when things don't quite go as planned and a product needs to be returned, or a complaint needs to be made. If you'd like to file a complaint or send a return, please first read our procedure and regulations laid out below. We will do our utmost to resolve the issue for you as quickly as possible.

After reading the information below, you can file your complaint via our customer service department. This can be done via telephone or email:

Contact our customer service

Jay Hill
Duinkerkenstraat 40
9723 BT
The Netherlands
Tel: 088 145 1499

We will do our best to reply to your complaint within 30 days. If a longer period of time is required to deal with your complaint, we will contact you to let you know.

If you do not appreciate the wait, feel free to contact the mediation department of Trusted shop's quality mark which Jay Hill is affiliated with.

Return Policy

  1. Damages or delivery errors:

    Was your order incomplete or damaged upon arrival?Please report this as soon as possible; you have up to 24 hours after the time of delivery to do so. Clearly describe the damage or defect, and include photos of visible damage. Please send the following information to

    • A clear description of what the defect or damage is. Also, provide a clear photo where the damage/defect is visible.
    • A photo of the packing slip in its entirety. This is a receipt that is always included in your parcel.
    • Your name (or name in which the order was placed) and order number.

    After we receive your report, we will respond and inform you of any further necessary details.

  2. Returns; Defective item within or outside the warranty period:

    If you have a defective item that is still under warranty, please email us at with details and a brief description of the complaint. We will respond with details on the next steps.

    PLEASE NOTE: If the defect is caused by misuse, we will not be able to issue a refund.

    Has the warranty of the product in question already expired? Then please get in touch with us via e-mail.

  3. Returning within 30 days.

    At Jay Hill, we offer a trial period of 30 days for our products. This starts the day you receive your product. Within this time frame, the product can be returned. Please feel free to contact us stating your reason for returning. We work with a processing period of 5 working days after receipt. The refund will be processed on workdays and will be transferred via the payment method for which the product was paid. This includes the entire purchase and delivery fees. If the product is not returned within the trial period, it can no longer be returned, unless it under warranty.

    For a return that falls under “Returning within 30 days", the return postage costs are to be paid by the customer.

  4. Return instructions - within 30 days:

    When returning products, they must be returned clean and complete. If possible, return the products in their original packaging.

    NOTE: these regulations do not limit the right to withdraw.

  5. Cancellation form

    In order to process your return, we need the packing slip and the return form with all the required information. If these are incorrect or not sent with your return, we unfortunately will not be able to process your return. Click here to download the return form.

Still unclear?

If you have any further questions about returning a product, please e-mail at, and we will do our best to get back to you within one business day.