Refund policy

Returns & Refunds Policy

JustGotYou Ltd

Effective Date: 12 April 2026

At JustGotYou, every artwork is made-to-order. Each piece is printed and framed only after an order is placed, according to the frame type, size, and frame colour selected by the customer. This process helps us reduce waste, protect resources, and maintain quality.

Because of this made-to-order approach, our returns and refunds policy is outlined below.

1. Made-to-Order Products

All products sold by JustGotYou are:

  • Made to order after purchase
  • Customised through customer-selected frame type, size, and colour
  • Not held as pre-made or ready stock

Under the UK Consumer Contracts Regulations 2013, customised or made-to-order goods are exempt from the standard 14-day cooling-off period.

2. Change of Mind, Incorrect Selection & Preferences

We do not accept returns or offer refunds for:

  • Change of mind
  • Incorrect size, frame type, or frame colour selected by the customer
  • Personal taste, style preference, or dissatisfaction with appearance
  • Orders placed in error
  • Customers within in the European Union may have additional consumer rights depending on local regulations. However, as our products are made-to-order, they may be exempt from standard cancellation rights under applicable laws.

Once production has started, the order cannot be cancelled, refunded, or modified.

3. Returns & Refunds for Damaged, Faulty, or Incorrect Items

We will offer a replacement or refund if the item received is:

  • Damaged during transit
  • Defective due to manufacturing issues
  • Incorrectly produced (wrong artwork, size, frame type, or colour)

Reporting Window: Customers must contact us within 14 days of delivery with:

  • Clear photos of the issue
  • Photos of the outer packaging (if applicable)
  • Order number and delivery details

Claims submitted without sufficient evidence may be declined.

Resolution: Once the issue is verified, JustGotYou will provide one of the following:

  • A full replacement of the item, or
  • A full refund to the original payment method

In most cases, customers will not be required to return damaged or incorrect items. If a return is required, we will provide instructions and cover the return costs. Items returned without prior approval may not be accepted.

4. Returns Shipping Costs

For approved returns of faulty, damaged, or incorrect items, return shipping is covered by JustGotYou.

Returns for any other reason (change of mind, incorrect selection, preference) are not accepted, and return shipping will not be covered.

5. Order Cancellations

Orders may be cancelled within 4 hours of placement, provided production has not yet begun.
Once production starts, cancellation is no longer possible.

6. Colour, Image & Mock-up Variations

Please note:

  • Product images may include mock-ups or staged photography
  • Colours may vary slightly due to screen settings, lighting, and framing materials

Minor variations do not qualify as defects.

7. Refund Processing Time

Approved refunds will be processed to the original payment method within 5–10 business days, depending on the payment provider.

8. Design Originality

All JustGotYou designs are created in-house or in collaboration with verified artists.
We do not copy or use third-party works without permission. If any similarity is noticed, it occurs unintentionally and without intent to infringe.

9. Contact Information

For all returns or refund enquiries, please contact:
📧 returns@justgotyou.com