Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Customers are not required to return defective or incorrectly personalized products that are eligible for a refund; these items may be discarded at your discretion.

Personalised items are not refundable unless the items are defective or misdescribed.

We provide free returns for non-personalised products to customers in the Netherlands, Belgium, and Germany. Customers from other countries must arrange and bear the cost of returns for non-personalised items themselves.

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

We are not legally required to accept items that are sealed and not suitable for return due to hygiene if the items become unsealed after delivery unless the items are defective or misdescribed.

To start a return, please contact us at hello@just-born.nl. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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 

International mail has a minimum timeframe of 20 business days to consider it lost. Refunds / replacements will be processed after 10 working days for items going The Netherlands, 20 working days after the due delivery date for items going to Europe and after 25 working days for Rest of the World.

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.

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