Refund policy
Returns & Refunds Policy
JustGotYou Ltd
Effective Date: 8/10/2026
At JustGotYou, we want you to be happy with your order. Because we sell a mixture of personalised, made-to-order and non-personalised products, the returns and cancellation rights that apply can vary depending on the product you purchase.
This policy explains how we handle cancellations, returns, refunds, damaged items, faulty products and incorrect orders.
Nothing in this policy affects your statutory consumer rights.
1. Personalised and Made-to-Order Products
Many of our products are personalised or made to order specifically for you.
This may include products personalised with:
- Names
- Dates
- Messages or other text
- Photographs or other images
- Other information or choices supplied specifically for your order
Under the Consumer Contracts Regulations 2013, the usual 14-day cancellation right for online purchases does not apply to goods that are made to the consumer's specifications or clearly personalised.
As a result, personalised products generally cannot be returned simply because you have changed your mind, selected the wrong option, or no longer want the product.
This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
2. Change of Mind and Incorrect Choices
For personalised products, we are generally unable to accept returns or provide refunds because of:
- Change of mind
- Personal preference
- Selecting the wrong size, colour or product option
- Entering incorrect personalisation details
- Spelling or date errors supplied by the customer
- Ordering the wrong product
- No longer wanting the item
Please check your order and personalisation details carefully before completing your purchase.
Once an order has been placed, we begin processing it promptly so that we can prepare and dispatch it as quickly as possible. We may therefore be unable to make changes or accept cancellation requests after an order has been placed.
If you contact us immediately after placing your order, we will always try to help where reasonably possible, but we cannot guarantee that changes or cancellations can be made.
3. Non-Personalised Products
For products that are not personalised or otherwise excluded from cancellation rights, you may have a statutory right to cancel your online order within 14 days after receiving the goods, subject to the applicable requirements and exceptions under UK consumer law.
Where this statutory cancellation right applies:
- You do not generally need to provide a reason for cancelling;
- You may be responsible for the cost of returning the goods unless we have agreed otherwise or the goods are faulty or incorrect;
- Goods should be returned in accordance with the applicable cancellation requirements; and
- We will process refunds in accordance with applicable law.
Certain products may be excluded from the statutory cancellation right, including goods made to your specifications or clearly personalised.
If you are unsure whether cancellation rights apply to a particular product, please contact us before returning it.
4. Damaged, Faulty or Incorrect Products
If your order arrives damaged, faulty, defective or incorrect, please contact us as soon as reasonably possible.
Examples include:
- Damage caused during delivery;
- Manufacturing defects;
- A product that does not match its description;
- The wrong product being supplied;
- Incorrect personalisation caused by an error on our part; or
- A significant defect affecting the product's quality or intended use.
Please provide:
- Your order number;
- A description of the problem;
- Clear photographs of the product; and
- Photographs of the packaging where the issue appears to have occurred during delivery.
Photographs help us investigate the issue with our production and fulfilment partners and determine the most appropriate solution.
Please do not dispose of or return an item before contacting us unless we have asked you to do so.
5. Resolution of Faulty or Incorrect Orders
Where a product does not conform to the contract, we will work with you to provide an appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include:
- A replacement;
- A repair, where appropriate;
- A price reduction; or
- A refund.
Where a repair or replacement is appropriate, it will be provided within a reasonable time and without significant inconvenience to you, and we will cover necessary costs associated with the remedy where required by law.
In many cases involving personalised products, a replacement may be the most practical solution.
However, the appropriate remedy will depend on the nature and circumstances of the issue.
6. Damaged Items During Delivery
If your product arrives damaged, please contact us as soon as reasonably possible and provide photographs of both the product and its packaging.
Where the damage occurred during delivery or fulfilment and the product does not conform to the contract, we will work with you to arrange an appropriate remedy.
You will not normally be required to pay return postage for a faulty, damaged or incorrectly supplied item where we are responsible for the issue.
Where a return is required, we will provide instructions before you send the item back.
7. Personalisation Errors
Please check all personalisation details carefully before placing your order.
If the product contains an error because the information was entered incorrectly by you, such as a misspelled name, incorrect date or incorrect message, this will generally not be considered a manufacturing fault.
If the error was caused by JustGotYou or our production partner despite the correct information being supplied with your order, please contact us and we will investigate and provide an appropriate remedy where applicable.
8. Product Appearance and Minor Variations
Product images may include digital mock-ups or lifestyle photography.
Minor differences may occur due to:
- Screen and display settings;
- Lighting;
- Natural variations in materials;
- Manufacturing processes; or
- Minor differences in colour, texture or finish.
Minor variations that do not materially affect the product do not necessarily constitute a fault.
9. Refunds
Where a refund is approved, it will normally be made to the original payment method used for the purchase.
The time taken for the refund to appear in your account may depend on your bank or payment provider.
Where a refund is required under applicable consumer law, we will process it within the timeframe required by law.
10. Return Shipping
Where a return is required because a product is faulty, damaged or incorrectly supplied, JustGotYou will cover the necessary return costs where required by law.
Where a customer is exercising a statutory cancellation right that applies to a non-personalised product, the customer may be responsible for the direct cost of returning the product unless we have agreed otherwise.
Personalised products that are excluded from the statutory cancellation right cannot generally be returned simply because of a change of mind.
11. How to Contact Us
If you have a problem with your order or would like to discuss a return or refund, please contact us as soon as reasonably possible.
JustGotYou Ltd
Email: returns@justgotyou.com
Please include your order number and, where relevant, photographs showing the issue so that we can investigate as quickly as possible.
12. Your Statutory Rights
Nothing in this policy limits, excludes or replaces your statutory rights as a consumer.
Under UK consumer law, goods supplied to consumers must generally be as described, of satisfactory quality and fit for purpose.
Where goods do not conform to the contract, consumers may have rights including repair, replacement, price reduction or rejection depending on the circumstances.
If any part of this policy conflicts with a mandatory legal right, the applicable legal right will take precedence.