Refund policy
Juststrand Return & Refund Policy
At Juststrand, every personalized product is created especially for you. Because many of our products are custom-made using names, photos, dates, messages, or other personalized details, our return and refund policy is different from that of stores selling standard, non-personalized products.
We want you to be happy with your order. If there is a problem with your item, please contact us within 30 days of delivery, and we will review your request as quickly as possible.
To start a return, you can contact us at info@juststrand.com
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Eligible Refunds or Replacements
You may qualify for a refund or free replacement if your order arrives with any of the following problems:
• The product is damaged, broken, or defective upon arrival
• You received the wrong product
• The size, color, or product received is different from what you ordered
• The personalization is different from the information you submitted
• The printed design is significantly defective, misaligned, or damaged
• Part of your order is missing
• Your package is confirmed lost during shipping
• The product is significantly different from the description shown on our website
When approved, Juststrand may provide a replacement, store credit, or refund depending on the circumstances.
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Personalized Product Errors
Please carefully review all personalization details before submitting your order.
Because personalized products are made specifically for you, Juststrand cannot offer refunds or replacements for errors caused by information submitted by the customer, including:
• Incorrect names
• Misspelled words
• Incorrect dates
• Incorrect messages
• Incorrect addresses
• Wrong photos uploaded by the customer
• Low-resolution, blurry, dark, or poor-quality photos
• Incorrect personalization selections
• Customer-selected colors, sizes, or designs
• Other mistakes made while placing or customizing the order
If the final product matches the personalization information submitted with your order, it will generally not qualify for a refund or replacement.
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Change of Mind
Because our personalized products are made specifically for each customer, we generally cannot accept returns or provide refunds simply because you:
• Changed your mind
• No longer want the item
• Ordered the wrong size
• Selected the wrong design or color
• Do not like the personalization you originally selected
• Found a different product after placing your order
Please review all order information carefully before completing your purchase.
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Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 30 days of delivery.
To help us resolve the issue, please provide:
• Your order number
• Your full name
• A description of the problem
• Clear photos showing the damaged or defective product
• A photo of the shipping package and shipping label, when applicable
• Photos showing the entire item as well as the damaged area
Once we review your request, we will determine whether a replacement, refund, or other resolution is appropriate.
Please do not discard the product or packaging until your claim has been reviewed.
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Incorrect Items
If you receive the wrong product, wrong personalization, wrong size, or wrong design due to an error made during production or fulfillment, please contact us within 30 days of delivery.
After verification, we may provide a free replacement or refund.
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Lost or Missing Packages
If tracking shows that your package has not been delivered within the expected delivery period, please contact us so we can investigate.
If the package is confirmed lost in transit, we may provide a replacement or refund.
Juststrand is not responsible for packages delivered to an incorrect address provided by the customer.
Please make sure your shipping address is complete and accurate before submitting your order.
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Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, please first:
• Check around your property
• Ask household members
• Check with neighbors
• Contact the shipping carrier
• Verify the shipping address entered on your order
If the package still cannot be located, contact us and we will review the situation.
A carrier marking a package as successfully delivered does not automatically qualify the order for a refund.
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Returns
Because most Juststrand products are personalized and made to order, we generally do not require damaged or defective personalized products to be returned before issuing an approved replacement or refund.
However, in certain situations, we may request that an item be returned.
Please do not mail any product back to us without first contacting Juststrand and receiving return instructions.
Unauthorized returns may not be accepted or refunded.
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Non-Returnable Items
The following items generally cannot be returned or refunded unless they arrive damaged, defective, or incorrect:
• Personalized products
• Custom-made products
• Products containing customer-uploaded photos
• Products containing custom names or messages
• Made-to-order products
• Gift cards
• Items that have been worn, washed, altered, damaged, or used
• Items damaged due to improper care or misuse
• Clearance or final-sale items where clearly identified as final sale
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Order Cancellation and Changes
Personalized orders may enter production shortly after they are placed.
If you need to cancel or modify an order, contact us as soon as possible after placing the order.
We will make every reasonable effort to accommodate your request, but once an order has entered production, we may no longer be able to:
• Cancel the order
• Change the personalization
• Change the product
• Change the size or color
• Change the shipping address
Submitting a change request does not guarantee that the change can be completed.
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Refund Processing
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
After we process the refund, your bank, credit-card provider, or payment processor may require additional processing time before the funds appear in your account.
Shipping charges may be non-refundable unless the refund is being issued because of an error made by Juststrand or our fulfillment partner.
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Replacement Orders
When a replacement is approved, we will create a replacement for the affected item.
Replacement orders generally use the same personalization details submitted with the original order unless we approve a correction related to a production error.
Replacement delivery times may vary depending on production and shipping conditions.
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Product Color and Display Differences
Please understand that colors may appear slightly different depending on:
• Phone or computer screen settings
• Monitor brightness
• Printing method
• Product material
• Manufacturing variations
Minor color differences between the online preview and the physical product are generally not considered defects.
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Handmade and Production Variations
Some personalized products may have small variations in printing, engraving, placement, shape, texture, or color due to the manufacturing process.
Minor variations that do not materially affect the appearance or functionality of the product are not considered defects.
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How to Submit a Refund or Replacement Request
To request assistance with an order, please contact Juststrand through our Contact Us page.
Please include:
• Your name
• Order number
• Email address used when ordering
• Description of the problem
• Clear photos or video showing the issue
• Photo of the shipping label when applicable
• Whether you are requesting a replacement or refund
Providing complete information helps us review and resolve your request more quickly.
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Our Commitment
We understand that personalized gifts often celebrate important people, relationships, and memories. We take product quality and customer satisfaction seriously.
If we make a mistake, we will work with you to make it right.
Juststrand reserves the right to review each refund, replacement, or return request individually and may update this policy from time to time.