These terms and conditions apply to all purchases made by you, the customer, from us, JML Direct. JML Direct is the trading name of John Mills Ltd.


We are committed to total customer care and abide by the principles of The Consumer Protection Consumer Contracts Regulations. Should you wish to speak to our customer services department about anything relating to JML, please call our freephone number 0800 781 7831, Monday to Friday between 8am to 6pm and Saturday 9am to 5pm.

Customers in the Republic of Ireland should call 041 978 0003.

If you want to place a new order, please call 0808 206 0600 or 041 978 0001 if you are a customer in the Republic of Ireland. Order lines are open 7 days a week and operated by our own UK based friendly call centre staff.

If you would like to email us, please contact Customer Services. We will endeavour to reply to your query within one working day.


We reserve the right not to accept your order in the event, for example, that we were unable to obtain authorisation for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the Terms and Conditions, such as age restrictions for ordering our kitchen knife products. We will send you the details of your order via email. You can find the terms here at all times. The details about your recent orders can be found in your customer login.

JML reserves the right to terminate or withdraw any order for whatever reason it sees fit, without explanation to the purchaser. We will notify you if we do not accept your order. We will not be liable to you or any third party by reason of withdrawing any products from sale whether or not that product has been sold.

Our acceptance of your order will only take place upon dispatch of the product(s) ordered. For the avoidance of doubt, receipt of an order does not constitute acceptance of an order.


All orders are accepted subject to stock availability.

If the goods ordered are out of stock, we will contact you within 28 days from the day after your order was placed. If the goods are coming back into stock, we will propose a new delivery date or, with your agreement, we may be able to supply you with substitute goods.


Prices included in our catalogue, on our website, and on our promotional materials all include VAT at the appropriate rate. For VAT refunds (where applicable), please contact our customer services department.


By Telephone

To place an order by telephone call us on 0808 206 0600 or 041 978 0001 for customers in the Republic of Ireland. Lines are open all day every day. Our friendly, trained UK based call centre staff will take your order. Your call will be charged at national rates. If you wish to place an order please have your credit or debit card to hand. We accept Switch/Maestro, Solo, MasterCard, Delta and Visa debit and credit cards that have to be registered to a UK or ROI address.

JML Direct customers must be 18 years of age or over. You will be asked to provide your personal details. It is your responsibility to ensure that the details provided by you for the purpose of ordering products from us are correct and that you have the necessary credit limits and/or authority to use the credit or debit card you present to us.

By Internet

Order from our website at www.JMLdirect.com.

We have some of the most advanced methods of credit card and order taking security to protect our customers. If you experience any problems when placing an order online, our sales team will be more than happy to take the order over the telephone.


JML Guarantee

We’re confident that you’ll love our products, but for your peace of mind, we offer a 30-day money back guarantee on every purchase. So if, whatever the reason, you’re not completely satisfied with your purchase, you can always send it back to us.

To cancel your order, you must contact customer services in writing via email or letter as soon as possible. It is very difficult to cancel an order once it has been dispatched from our warehouse.

To return your order using our 30-day returns policy, all you need to do is to make sure you keep all the product packaging, instructions and other contents, as well as the included dispatch note. Please note that returns for cosmetics are only accepted within 30 days for a full refund if they are unopened/sealed and not used. To return a product to us, please contact customer services in writing via email or letter as soon as possible so they can issue you with a returns number and inform you on the best way to return your good(s), without this returns number your refund or replacement may be delayed. You should complete the returns form on your dispatch note or include a letter stating the reasons for your return. Please note, if you wish to return your order due to buyer's remorse you will be responsible for paying the return postage charges.

If you require a refund, the reimbursement will be made using the same means of payment as you used for the initial transaction.

Should you need further advice please contact our retail customer services team on 0800 781 7831. Customers in the Republic of Ireland, please call 041 978 0001.

For legal or hygiene reasons there are a small number of products that can’t be returned. You will not have any right to cancel a purchase for the supply of any of the following goods;

Precious Pearl

For the supply of goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

For the supply of audio or video recordings or computer software if they are unsealed by you

For the supply of cosmetic goods if they are unsealed by you. 

Damaged Goods

If you are cancelling because there is a fault with the product, clearly state the details of the fault. We would recommend you contact Customer Services to discuss the best way to send the product(s) back to us. For all other cancellations other than the incorrect item being sent or faulty items, you must return the goods to us at your cost.

Should you need further advice please contact our customer services team on 0800 781 7831. Customers in the Republic Of Ireland, please call 041 978 0001.


Nothing in our 30-day money back guarantee policy or this section affects your statutory rights. For example, you have a right to claim a repair or replacement of goods for up to 6 years from the date of purchase (5 years in Scotland) if your goods were not of satisfactory quality or fit for their purpose on the date of purchase. If you make a claim during the first 6 months, and we reject it, it's up to us to prove the goods were of satisfactory quality or fit for purpose at time of sale. After 6 months, it's up to you to show that the product had a fault or defect when it was sold. If you ordered via telephone or internet you have the right under Consumer Contracts Regulations to cancel your order and receive a refund for home delivered items under our JML Guarantee of 30-day money back guarantee. This does not apply to items personalised; made to your specification; audio/ video recordings or software which are unsealed; items which by their nature cannot be returned; perishable goods; some cosmetic products or any item ordered or collected in store.

To cancel your order, you must contact customer services in writing via email or letter within 7 working days (not including weekends or bank holidays) the day after delivery of your order. You are required to take reasonable care of items while in your possession. If you would like to know more about your legal rights, please contact your local Trading Standards Department or Citizens Advice Bureau. Our products are for domestic and personal use only and we are not responsible for any business use loss.


If you have notified us of a problem with the goods, we will either make good any shortage or non-delivery, replace any goods that are damaged or defective upon delivery, or refund you with the amount paid for the goods. This does not affect your statutory rights as a consumer, nor is it intended to limit our liability to you for fraudulent misrepresentation or for death or personal injury resulting from our negligence.


For your own safety we recommend that you read carefully all safety information printed either on the packaging, or in any leaflets that may be included with the product. For electrical products always check the power cable and plug for any signs of damage. Always consult a qualified electrician and never attempt to repair any product yourself.


We invite our customers to rate our products, write reviews and share their experiences with other customers. Reviews that are submitted to JML Direct may be used for marketing or promotional purposes. We monitor all reviews before publishing them to this site and we reserve the right to not publish any reviews that contain offensive language.


Every effort has been made to ensure that the information supplied is correct at the time of going to press.


JML Direct is registered as a data user under the above Act. The company’s registered entry contains descriptions of the sources, uses and disclosure of personal data held by the company. Information supplied by you will be used for administering your account details, and for promoting goods and services to you.

We may, with your consent, disclose your information to a third party service provider. We may also send you information about goods and services from other companies. Before we do this, we will ask if you wish to receive such offers at the time you place your order.

If you have not been asked, or if you do not wish to receive these offers, please contact us. You also have a right to ask for a copy of the information we hold about you and to have any inaccuracies corrected and to tell us in writing at the address given below if you do not wish to receive marketing offers by mail, telephone or any other means.

By purchasing products from us, you agree to these terms of sale. JML have the right to revise these terms and conditions including prices at any time. We also have the right to decline service to any individual customer. Our head office address is JML, Chiswick Green, 610 Chiswick High Road, London W4 5RU.


Call charges to our 0870 numbers will be charged at a maximum rate of 10.21p per minute from a BT landline. However other network charges may vary (for customers in UK). Every effort has been made to ensure that the information supplied is correct at the time of going to press (November 2011).

Number with 

 Max charge from BT 

Landline in pence





0844 78





The JML Win a Grand competition has now ended. We will no longer be selecting winners from February 2015. For more information please contact our customer service team


JML Direct agrees to provide the extended warranty described herein (the Warranty). JML Directs sole liability shall be to provide to the original purchaser (the purchaser), the necessary labour and parts, as described below, to correct defects in workmanship and materials for an additional period of two (2) years starting from the expiry date of the standard product warranty of twelve (12) months from the date of purchase.

1.Labour. For a period of two (2) additional years from the end of the original twelve (12) month warranty period, JML Direct will repair defects to the product at no charge to the purchaser. The warranty is made to the purchaser only.

2. Parts. For a period of two (2) additional years from the end of the original twelve (12) month warranty period, JML Direct will supply, new or rebuilt, at JML Direct’s discretion, replacement parts in exchange for defective parts. Any replacement parts will be warranted for the remainder of the warranty period by JML Direct’s authorised service facility. The purchaser is only responsible for return shipping or postage costs to the repair centre. All defective parts replaced under this warranty will become the property of JML Direct. In the event that part(s) or unit replacement is not available, JML Direct will, at it’s discretion, replace the original product with one of a similar type, of equal or greater value, or partially refund the product.

This warranty does not cover cosmetic faults such as scratches or damage to trim or associated marks caused by normal use of the product. The warranty is also void if the manufacturer’s instructions have not been followed or if the product has been subject to misuse or any modifications.

The warranty is non-transferable and is only valid in the United Kingdom and the Republic of Ireland.

The order number shown your despatch note must be quoted when the product is returned for servicing in order to be handled under the terms and conditions of this warranty. Verification of this warranty is undertaken by checking the original purchase records of the purchaser, before any remedial work is undertaken. Failure of verification will result in the rejection of the warranty service. In this instance the product, at JML Direct’s sole discretion, will be returned to the said purchaser.

The warranty does not cover accidental damage

This warranty does not affect your statutory rights. For information and further instructions on redeeming your warranty, please call JML Direct Customer Services on 0800 781 7831 FREE .


If you have a complaint regarding a product or service provided by JML, please contact Customer Services in the first instance who will try to resolve the issue directly with you.

© JML Direct 2024