Return and Refund Policy

Cancellation

Cancellation of an order is only possible when an order has not yet been processed (personalised items), or has not yet been shipped (non-personalised products).

Return

We offer a 30-day return policy, meaning you have 30 days from the date of receiving your item to request a return.

Customers are not required to return defective or incorrectly personalised products that qualify for a refund or replacement. These items may be discarded at your discretion.

Return Policy for Non-Personalised Products

To be eligible for a return, your item must be in the same condition as when you received it, unused, and in its original packaging.

We are not obligated to accept returns for sealed items that are unsuitable for return due to hygiene reasons once they have been opened, unless the items are defective or misdescribed.

We offer free returns for non-personalised products to customers in the following countries:

Austria
Belgium
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Hungary
Ireland
Italy
Bulgaria
Latvia
LithuaniaLuxembourg
The Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden

  • You can return your non-personalised items free of charge.
  • Please contact our customer service to receive a prepaid return label and further instructions at hello@just-born.nl.

For Customers in Other Countries:

  • You must arrange the return in any convenient way for yourself.
  • You will be responsible for the cost of returning non-personalized items.
  • Please ensure to provide us with the tracking number of your returned parcel for confirmation.
  • Please send your returns to the following address:
                         JBørnEU
                         Van Utrechtweg 4
                         2921 LN, Krimpen aan den IJssel
                         The Netherlands

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Personalised items are non-refundable unless they are defective or misdescribed.

In accordance with the EU Consumer Rights Directive (2011/83/EU), personalised products (those made to the consumer's specifications or clearly personalised) cannot be returned or refunded once the production process has begun or the goods have been shipped.

By placing an order for customized products, you acknowledge and agree that these items are non-returnable and non-refundable once shipped, regardless of whether the parcel is collected from the parcel shop or delivered to the specified location.

If you have any concerns, you can file complaints via the European ODR platform.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Any damage, shortages or defect should be notified to us within 24 hours of delivery.

Send the complaint with photos of the entire exterior of the package, showing the overall condition of the package; the opened package, with the contents and inner packaging in the package being clearly visible; and a detailed photo (close-up) of the actual damage to the item. We will handle the complaint as soon as possible.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Delays and Lost Parcels

Investigations within the EU including Switzerland and Denmark, can take up to 7 days from the moment you contact us regarding a delayed delivery. Please monitor the tracking information and notify us as soon as possible if your parcel has not been delivered on time.

Investigations outside EU can take up to 28 days from the moment you contact us regarding a delayed delivery. Please monitor the tracking information and notify us as soon as possible if your parcel has not been delivered on time.

Remote Area Shipping is handled by PostNL in cooperation with your local postal service. This means that delivery within your country will be managed by the local postal service and may take up to 28 business days. Please note that, unfortunately, we cannot be held responsible for the quality of the local postal service. However, we do provide full tracking information for all shipments, and all our parcels are insured. If the parcel is not delivered within 28 business days, we will initiate an investigation, which may take an additional 14 business days. In the unlikely event that your parcel is lost or damaged in transit due to a carrier malfunction, we will issue a full refund.

Shop Returns Due to Incorrect Address or Uncollected from Parcel Shop

To ensure flawless delivery, please make sure to provide a correct email address when placing your order. Regularly check for tracking updates to stay informed about your parcel's progress. A correct email address is crucial to avoid any issues, such as your parcel being returned or sent to a distant parcel shop.

Once we receive a parcel that has been returned due to an incorrect address or not collected from the parcel shop, we will contact you immediately and store it for up to 3 weeks. Please note that you will be responsible for the cost of reshipment. If we do not receive a response regarding the returned parcel within 3 weeks, we will dispose of the parcel without issuing a refund.

In accordance with the EU Consumer Rights Directive (2011/83/EU), personalized products (those made to the consumer's specifications or clearly personalized) are not eligible for a refund.

You can always contact us for any return question at hello@just-born.nl