RETURN POLICY

Our items are custom-made and personalized. As such, they are generally not eligible for return or refund once production has started. This aligns with the EU Consumer Rights Directive exemption for personalized goods.

If your item arrives defective, damaged, or incorrect, we will gladly replace it at no additional cost.

Cancellations or changes are only possible before production begins. Once production has started, we’re unable to cancel or modify the order.

Please contact us as soon as possible if you need to make a change.

• Defective or damaged items on arrival
• Incorrect item received (wrong product, engraving, variant)

Please report issues within 7 days of delivery and include your order number and clear photos.

• Personalized / custom-made items (once production has started)
• Items showing signs of wear or misuse
• Unauthorized returns without prior approval

1. Email us at joolncompany@gmail.com
2. Include your order number and a brief description of the issue
3. Attach photos showing the defect/damage or the incorrect item

Our team will review and provide next steps. Approved cases receive a replacement at no cost.

For eligible cases, we prioritize a replacement (exchange). Refunds are generally not available for personalized items unless required by applicable law.

Original shipping fees are non-refundable. If a replacement is approved due to our error or a manufacturing defect, we cover the replacement shipping cost.

Please ensure your shipping address and personalization details are correct at checkout. We’re not responsible for non-delivery due to incomplete or incorrect addresses.

Minor variations in color or finish can occur due to lighting, screens, or manufacturing tolerances.

Personalized/custom-made goods are exempt from the standard EU 14-day right of withdrawal. This policy reflects that exemption while ensuring protection for defective or incorrect items.

Questions? Reach us at joolncompany@gmail.com. We’re here to help.