Returns & Refunds

Last updated: March 2026

Thank you for shopping with Just Wood.

We want you to be pleased with your purchase. This policy explains your rights and our procedures regarding returns and refunds.

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1. Your Right to Cancel (Non-Personalised Items)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

The cancellation period expires 14 days after the day you (or someone you nominate) receive the goods.

To exercise your right to cancel, you must inform us of your decision by a clear statement (for example by email or telephone).

Email: sales@justwood.com
Telephone: 01283 530958

You then have a further 14 days to return the goods to us.

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2. Personalised and Custom-Made Products

The right to cancel does not apply to goods that are:

• Made to your specifications

• Clearly personalised

• Custom engraved

Once a personalised product has been engraved or produced, it cannot be cancelled, refunded or exchanged unless:

• The item is faulty

• The item has been damaged in transit

• We have made an error in the engraving or manufacture

This is in accordance with UK consumer law.

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3. Conditions for Returns (Non-Personalised Items)

To be eligible for a return:

• The item must be returned within 14 days of cancellation

• The item must be unused and in its original condition

• The item must be returned with original packaging where possible

We reserve the right to reduce the refund if the value of the goods has been diminished due to handling beyond what is necessary to inspect them.

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4. Sale Items

Your statutory rights are not affected by sale pricing.

Items purchased at a discounted price may still be returned under the 14-day cancellation period unless they are personalised or otherwise exempt.

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5. Returning Goods

You are responsible for the cost of returning items unless they are faulty or incorrectly supplied.

Please return goods to:

Returns Department
Just Wood
Wetmore Road
Burton-on-Trent
DE14 1QN

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Postage costs are non-refundable unless the item is faulty or we have made an error.

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6. Refunds

If you cancel your order within the legal cancellation period and return the goods as required:

• We will refund the price paid for the goods

• We will refund the standard delivery charge (if applicable)

• Refunds will be processed within 14 days of receiving the returned goods

Refunds will be made using the same payment method used for the original transaction.

If goods are faulty or incorrect, we will also refund reasonable return postage costs.

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7. Faulty or Incorrect Items

If your item is faulty, damaged or incorrect, please contact us as soon as possible at:

sales@justwood.com
01283 530958

We may request photographs to assess the issue before arranging a replacement or refund.

Your rights under the Consumer Rights Act 2015 are not affected.

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8. Gifts

If an item was purchased as a gift and shipped directly to you, please contact us to discuss the appropriate refund method.

Refunds are normally issued to the original purchaser.