Refund policy
REFUND & RETURNS POLICY
Last updated: 3 September 2026
We want things to be straightforward if something goes wrong with an order.
This policy explains our cancellation, return and refund process. Nothing in this policy affects your statutory rights under UK consumer law.
CHANGE-OF-MIND RETURNS
If you buy an eligible non-personalised physical product online, you will normally have 14 days from receiving your order to tell us that you wish to cancel.
Once you have told us, you then have a further 14 days to return the item.
You do not need to give us a reason for changing your mind.
Items should be returned in a condition that allows us to resell them. You are allowed to inspect or handle an item in the same way you reasonably would in a shop, but we may make a deduction from the refund if the item's value has been reduced because it has been used or handled more than necessary.
Unless we agree otherwise, you are responsible for the cost of returning a non-faulty change-of-mind return.
When a change-of-mind return is accepted, we will refund the amount paid for the returned item together with the cost of our standard delivery option, where applicable. If you chose a more expensive delivery service, we are only required to refund the equivalent standard delivery cost.
Refunds will normally be processed within 14 days of us receiving the returned goods, or receiving suitable evidence that they have been sent back.
CANCELLATION FORM
You can use the form below if you wish to cancel an eligible order under your statutory cancellation rights. You do not have to use this form. You can also email us with a clear statement that you wish to cancel.
Send your cancellation to:
Just Another Idea
Cherwell Business Village
Southam Road
Banbury
Oxfordshire
OX16 2SP
United KingdomEmail: justanotherideagb@gmail.com
I wish to cancel my contract for the following goods or services:
Order number:
Date ordered:
Date received, if applicable:
Customer name:
Customer address:
Email address:
Signature, only if submitting this form on paper:
Date:
This form is intended for purchases where a statutory cancellation right applies. It does not create a change-of-mind cancellation right for products that are legally exempt, such as certain personalised or custom-made goods, or digital content where the cancellation right has been validly lost after supply has begun.
PERSONALISED & CUSTOM-MADE PRODUCTS
Because personalised and custom-made products are created specifically for you, they are normally not eligible for change-of-mind cancellation or return.
This includes products made using names, wording, dates, photographs, designs or other personalisation supplied or chosen by you.
Please check all personalisation carefully before ordering.
If we have made your item correctly using the information you supplied, we cannot normally refund or replace it because of a spelling, date, photograph or other mistake contained in the information provided by you.
However, being personalised does not remove your legal rights if the product is faulty, damaged, not as described or we have made the personalisation incorrectly.
If the mistake is ours, we will put it right.
DIGITAL PRODUCTS
Digital products have different cancellation rules from physical goods.
Where you have expressly agreed for a digital download to be supplied immediately and acknowledged that your cancellation right will be lost once the download begins, the normal 14-day change-of-mind cancellation right will end when the download starts.
If the legally required consent and acknowledgement have not been obtained, your statutory rights are not affected.
Digital products must still be as described and of satisfactory quality. If there is a genuine fault with a digital file or you cannot access what you purchased because of a problem with the file supplied by us, please contact us and we will work with you to resolve it.
Downloading a digital product and then deciding that you no longer want it is not normally grounds for a refund where the cancellation right has been validly waived.
FAULTY, DAMAGED OR NOT-AS-DESCRIBED ITEMS
If something arrives faulty, damaged, incomplete, incorrect or not as described, please contact us as soon as reasonably possible.
There is no 48-hour deadline that removes your statutory rights.
Contacting us promptly simply makes it easier for us to investigate problems, particularly where an item has been damaged during delivery.
Depending on the circumstances and your rights under UK consumer law, the appropriate solution may include a repair, replacement, price reduction or refund.
For most faulty goods, consumers may have a short-term right to reject them within 30 days. Further repair, replacement or refund rights may continue after this period.
DAMAGED IN TRANSIT
If your parcel arrives visibly damaged, please take photographs of the item and its packaging where possible and contact us.
Please keep the packaging while we investigate if it is practical to do so, as the courier may ask us for evidence.
Photographs and packaging help us investigate a delivery problem, but failing to have every piece of packaging does not automatically remove your legal rights.
If an electrical product or other item appears damaged or unsafe, please stop using it immediately and contact us.
WRONG OR MISSING ITEMS
We are human and occasionally packing mistakes happen.
If something is missing from your order or you have received the wrong item, contact us with your order number and details of what has happened.
Where helpful, we may ask for a photograph of the order received.
If the error is ours, we will arrange an appropriate replacement, correction or refund.
HOW TO REQUEST A RETURN OR REPORT A PROBLEM
Please email:
Include your:
- name
- order number
- brief description of the problem or reason for return
- photographs where relevant
Please contact us before sending anything back so we can give you the correct return instructions.
Do not send items back without contacting us first, as the correct return arrangements can depend on the product and the reason for the return.
RETURN POSTAGE
For an eligible change-of-mind return, the customer is normally responsible for return postage.
Where an item is faulty, damaged, incorrect or not as described and we are responsible for the return, we will arrange or cover reasonable return costs where required.
We recommend obtaining proof of postage whenever you return an item.
REFUNDS
Approved refunds will be returned using the original payment method wherever possible.
Once we have processed a refund, your bank or payment provider may take additional time to show it in your account. This processing time is outside our control.
SALE & DISCOUNTED ITEMS
Buying an item in a sale, using a discount code or receiving an automatic discount does not remove your statutory rights.
The normal rules in this policy still apply.
SUBSCRIPTIONS
Cancelling a subscription prevents future renewals in accordance with the subscription terms.
Cancelling a subscription does not automatically cancel or refund an order that has already been processed.
Any physical product already ordered through a subscription will be dealt with under the relevant sections of this Refund & Returns Policy.
INTERNATIONAL ORDERS
This policy is written primarily for customers purchasing from us in the United Kingdom.
Customers outside the UK may have additional mandatory consumer rights under the laws that apply where they live. Nothing in this policy is intended to remove rights that cannot legally be excluded.
CONTACT
Just Another Idea
Cherwell Business Village
Southam Road
Banbury
Oxfordshire
OX16 2SP
United KingdomEmail: justanotherideagb@gmail.com