Refund & Returns Policy

We want you to be completely happy with your purchase. If something isn’t right, this policy explains how returns and refunds work and outlines your legal rights.

Your Right to Cancel (Online Orders)

If you purchase from us online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel your order:

Please notify us in writing (email is fine) within 14 days of delivery
You then have a further 14 days to return the goods

Conditions for Returns

Returned items must:

Not have been used
Be in their original packaging
Be in a re-saleable condition

For the avoidance of doubt, items must not have been installed, fitted, laid, cut, altered, treated, or used for their intended purpose in any way.

You are responsible for taking reasonable care of the goods while they are in your possession. Items showing signs of use, installation, wear, damage, odours, or handling beyond what is necessary to inspect them may be refused or may receive a reduced refund, in line with your statutory rights.

Unwanted or Unsuitable Items

If you change your mind:

Items may be returned within 30 days of delivery
Return postage costs are the responsibility of the customer
Original delivery charges are non-refundable, unless required by law

We recommend using a tracked and insured delivery service, as goods remain your responsibility until received by us.

Refunds

Once returned items are received and inspected:

Refunds will be processed within 14 days
Refunds will be issued using the original payment method
We may reduce the refund if goods show signs of use or handling beyond what is necessary to inspect them

Faulty or Incorrect Goods

If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery, including your order number and photos where possible.

In these cases:

We will offer a replacement or full refund
We will cover reasonable return postage costs

This does not affect your statutory rights.

Natural Product Characteristics

Our products are made from natural fibres such as jute.

Natural variations in colour, weave, texture, size, or scent are normal characteristics of natural materials and are not considered faults.

Where available, we recommend ordering a sample before placing a full order.

Exclusions

The right to cancel does not apply to:

Custom-made or bespoke items
Products made to your specific size or specification

These items may only be returned if faulty.

How to Return an Item

Please contact us before returning any goods so we can provide return instructions:

📧 Email: info@justjute.co.uk
📞 Telephone: 01423 875944

Returns should be sent to:

Just Jute Returns
c/o Baked Earth Ltd
112 Norman Avenue
Bradford
West Yorkshire
BD2 2NG

Please include your order number with your return.

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Refund & Returns Policy