Return window
14 days
from delivery
Refund method
Original card
5–10 business days
Custom cards
Defects only
personalised excluded
Digital plans
14 days
if unused
What can be returned
| Product | Eligible? | Condition |
|---|---|---|
| Standard NFC cards (unactivated) | Eligible | Unopened, unused, original packaging |
| Premium NFC cards (unactivated) | Eligible | Unopened, unused, original packaging |
| Custom / personalised cards | Defects only | Manufacturing defect or wrong item sent |
| Activated NFC cards | Not eligible | Once programmed, cannot be resold |
| Accessories & bundles | Eligible | Unopened; opened bundles assessed case by case |
| Digital subscriptions | Pro-rata | Within 14 days, no premium features used |
| One-off digital payment | Case by case | Contact us within 14 days of purchase |
How to start a return
- 1
Email hellojemacards@ipaha.co.uk with your order number, the item(s) you'd like to return, and the reason.
- 2
We'll reply within 1 business day with a return authorisation (RA) number and the return address. Do not send items without an RA number — they cannot be processed.
- 3
Pack the item securely in its original packaging where possible. Write the RA number clearly on the outside of the parcel.
- 4
Ship using a tracked service. Return postage is at your cost unless the return is due to our error or a product defect.
- 5
Once we receive and inspect the item (usually 1–3 business days), we'll confirm your refund by email.
Refunds
Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank or card provider. You'll receive a confirmation email when the refund is processed.
Debit card refunds typically arrive within 5 business days. Credit cards may take up to 10 business days to reflect the credit.
We do not offer refunds as store credit unless you specifically request it.
Exchanges
We currently don't offer direct exchanges. If you'd like a different item, return the original for a refund and place a new order. This ensures you get the correct item fastest and avoids shipping delays.
Damaged or incorrect items
If your order arrived damaged or we sent the wrong item, we'll put it right at no cost to you. Please contact us within 48 hours of delivery and include:
- Your order number
- A clear photo of the item and the packaging
- A brief description of the issue
We'll arrange a free replacement or full refund — whichever you prefer.
Digital subscriptions & plans
You may cancel your subscription at any time from your dashboard. Cancellation stops future billing but does not automatically trigger a refund for the current period.
We offer a refund for the unused portion of your current billing period if you request it within 14 days of the charge and have not used any premium features (custom profile, payment links, advanced analytics) during that period.
One-off Standard plan payments are assessed case by case — contact us within 14 days.
International orders
Return shipping costs for international orders are the customer's responsibility unless the return is due to a defect or our error. We recommend using a tracked, insured service — Jema Cards is not liable for items lost in return transit.
Any customs duties or import taxes incurred on the return shipment are the customer's responsibility and are not refundable.
Still have a question about your order?
We aim to reply to all emails within 1 business day.
This policy applies to orders placed on jemacards.com. For enterprise or bulk orders, terms may differ — please contact us.