Return and Refund Policy

Last updated: July 13, 2026

This Return and Refund Policy explains how returns, cancellations, replacements and refunds are handled for purchases made through www.justyouneed.com .

This policy applies to purchases made from Greeze Ltd, trading as Just You Need (“we”, “us” or “our”).

Nothing in this policy limits or excludes any mandatory consumer rights available under the laws of the country or state in which you live.

1. Return Eligibility

Subject to the conditions and exceptions described below, you may request a return if:

• You changed your mind about the purchase;
• The product arrived damaged;
• The product is defective or does not function correctly;
• You received the wrong product, size, colour or variant;
• An item or part is missing from your order;
• The product is materially different from its description;
• The package has been confirmed as lost in transit.

To be eligible for a change-of-mind return, the product must normally be:

• Unused and unworn;
• Clean and undamaged;
• In a resalable condition;
• Complete with all components, accessories and manuals;
• Returned in its original packaging where reasonably possible;
• Accompanied by proof of purchase.

You may examine a product in the same way that you would reasonably examine it in a physical shop. We may make a lawful deduction from the refund if the product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality.

2. United Kingdom Right to Cancel

If you are a consumer located in the United Kingdom, you normally have the right to cancel an eligible online purchase without providing a reason.

You must inform us of your decision to cancel within 14 days from the date on which you, or a person nominated by you, receives the goods.

If one order is delivered in several packages on different dates, the cancellation period normally begins when the final package or item is delivered.

The right to cancel is subject to the statutory exclusions described in this policy.

3. United States Returns

Customers in the United States may request a return of an eligible product within 14 days after confirmed delivery, unless a different period is clearly displayed on the relevant product page.

Change-of-mind returns must meet the eligibility requirements described in this policy.

Refund and return rights may also vary depending on the laws of your state. Where state law gives you additional mandatory rights, those rights will continue to apply.

4. How to Request a Return

Before returning any product, you must contact us and obtain return instructions.

Send your request to: greezeltd@gmail.com

Please include:

• Your full name;
• Your order number;
• The email address used to place the order;
• The product you wish to return;
• The reason for the return;
• Clear photographs or videos where the product is damaged or defective;
• Photographs of the packaging and shipping label where requested.

We will review your request and provide the appropriate return address and instructions.

Do not return products to the address shown on the package or to our registered business address unless we have expressly instructed you to do so in writing.

Products may be dispatched from and returned to different fulfilment locations. A return sent to an unauthorised address may be rejected, lost or significantly delayed.

5. Return Authorisation

A return request is not approved until you receive written return instructions from us.

Depending on the circumstances, we may provide:

• A return authorisation;
• A designated return address;
• A prepaid return label where applicable;
• Instructions for submitting photographs or video evidence;
• A replacement without requiring the original item to be returned;
• A refund without requiring a return, where appropriate.

The solution offered will depend on the nature of the problem, the product, its value, the delivery destination and applicable consumer law.

6. Return Shipping Costs

Change-of-Mind Returns

Unless otherwise required by law or expressly stated in a promotional offer, the customer is responsible for the direct cost of returning a product when the return is due to a change of mind, an unwanted product, an incorrect size selected by the customer or another reason not caused by us.

Original express or premium delivery charges are normally non-refundable. For eligible UK cancellations, we will refund the cost of our least expensive standard delivery method where required by law.

Damaged, Defective or Incorrect Products

If the product is damaged, defective, incorrect or materially different from its description, we will provide an appropriate solution in accordance with applicable law.

Depending on the circumstances, this may include:

• A prepaid return label;
• Reimbursement of reasonable return shipping costs;
• A replacement product;
• A full or partial refund;
• A refund without requiring the product to be returned.

Do not pay for international return shipping unless we have approved the return method and cost in writing.

7. Damaged or Defective Products

Please inspect your order as soon as reasonably possible after delivery.

If a product is damaged or defective, contact us promptly at greezeltd@gmail.com.

To help us investigate and resolve the issue, please provide:

• Your order number;
• A clear description of the problem;
• A photograph showing the complete product;
• Close-up photographs showing the damage or defect;
• A short video if the defect cannot be demonstrated clearly in a photograph;
• Photographs of the outer and inner packaging;
• A clear photograph of the shipping label.

Please keep the product, all accessories and the original packaging until your request has been resolved.

We may be unable to investigate damage claims properly if the product or packaging has been discarded before we have had an opportunity to review the evidence.

A request for photographs or videos does not remove your statutory consumer rights. Evidence is requested only to help verify the problem and determine the most appropriate solution.

8. Incorrect Products

If you receive a product, size, colour or variant different from the one stated in your order confirmation, contact us promptly.

Please provide:

• Your order number;
• A photograph of the product received;
• A photograph showing the size, colour or model information;
• A photograph of the product barcode or label;
• A photograph of the shipping label and outer packaging.

Once the error has been verified, we will provide an appropriate solution, which may include a replacement, return or refund.

Small variations in colour caused by lighting, photography or screen display settings are not automatically considered an incorrect product unless the difference is material.

9. Missing Products or Parts

Orders containing multiple products may be delivered in separate packages. Before reporting an item as missing, please:

• Check whether the order has more than one tracking number;
• Review all shipping confirmation emails;
• Allow the remaining packages to reach the end of their estimated delivery period;
• Check the packaging carefully for smaller components.

If an item or essential component is still missing, contact us and provide:

• Your order number;
• The name of the missing item or component;
• Photographs of everything received;
• Photographs of the packaging and shipping label;
• An unboxing video, where one is available.

If the missing item or component is confirmed, we may send the missing item, provide a replacement or issue an appropriate refund.

10. Orders Not Received

A package is not automatically considered lost because tracking has not been updated for several days.

International shipments may experience periods without scans while moving between carriers, logistics centres, customs facilities or countries.

If the estimated delivery period has expired, contact us with your order number. We may open an investigation with the delivery carrier.

If the package is confirmed as lost before delivery, we will offer an appropriate remedy, which may include:

• A replacement at no additional cost; or
• A refund to the original payment method.

We may require the delivery carrier to complete its investigation before a replacement or refund is issued.

This does not limit any mandatory rights you may have under applicable consumer law.

11. Packages Marked as Delivered

If tracking shows that the package has been delivered but you cannot locate it, please:

1. Verify the delivery address on your order confirmation;
2. Check entrances, porches, gardens and designated safe places;
3. Ask household members, neighbours, reception staff or building management;
4. Check for a delivery photograph or carrier notice;
5. Allow up to 48 hours in case the delivery scan was recorded early;
6. Contact the carrier using the tracking number;
7. Contact us if the package still cannot be found.

We will review the tracking information and may open a carrier investigation.

A refund or replacement will not be automatically refused solely because a package was marked as delivered. Each case will be assessed using the available tracking, delivery evidence and applicable law.

12. Order Cancellations Before Dispatch

Contact us as soon as possible if you wish to cancel or modify an order.

We will make reasonable efforts to accommodate your request, but cancellation cannot be guaranteed once the order has entered preparation, processing or dispatch.

If the cancellation is approved before dispatch, the payment will be refunded to the original payment method.

If the order has already been dispatched, it cannot normally be cancelled as an unshipped order. You may request a return after delivery in accordance with this policy and applicable consumer law.

13. Non-Returnable Products

Unless the product is faulty, damaged, incorrect, misdescribed or applicable law requires otherwise, returns may not be accepted for:

• Personalised, customised or made-to-order products;
• Products made to the customer’s specifications;
• Perishable goods or products that deteriorate rapidly;
• Sealed health, hygiene or personal-care products after the seal has been broken;
• Underwear or intimate garments after the hygiene seal has been removed;
• Cosmetics or beauty products that have been opened or used;
• Products that have been worn, washed, altered or damaged after delivery;
• Digital products or downloadable content after access or download has begun with the required consent;
• Gift cards;
• Products specifically marked as final sale where such a restriction is legally permitted.

A “final sale” label does not remove your rights where a product is faulty, damaged, incorrect or not as described.

14. Clothing, Footwear and Size Selection

Customers are responsible for reviewing the size chart provided on the product page before placing an order.

A product is not considered defective solely because the customer selected an unsuitable size.

Clothing and footwear returned because of size or preference must be unworn, unwashed, unaltered and free from:

• Stains;
• Perfume or cosmetic marks;
• Pet hair;
• Smoke or other strong odours;
• Signs of extended wear;
• Damage to labels or hygiene seals.

Where a garment’s actual measurements materially differ from the published size information, contact us with clear photographs showing the measurements.

15. Return Packaging and Tracking

Products must be packaged securely to prevent damage during return transit.

When you are responsible for arranging the return, we strongly recommend using:

• A trackable delivery service;
• Appropriate protective packaging;
• Shipping insurance for higher-value products;
• A service that provides proof of postage.

Please keep the receipt and tracking number until the return and refund have been completed.

We are not responsible for a customer-arranged return that is lost or damaged before reaching the authorised return location, except where applicable law provides otherwise.

16. Unauthorised Returns

Returns sent without contacting us or without following the provided instructions may not reach the correct return location.

We cannot guarantee a refund for products:

• Sent to an unauthorised address;
• Returned without identifying information;
• Returned without a valid order number;
• Sent using a delivery method we expressly advised you not to use;
• Lost because the customer did not follow the return instructions.

These conditions do not remove statutory rights but may delay our ability to identify, inspect and refund the return.

17. Return Inspection

After a return reaches the authorised location, it may be inspected to confirm:

• The correct product was returned;
• The product’s condition;
• Whether all parts and accessories are included;
• Whether the return meets the requirements of this policy;
• Whether any reduction in value has occurred because of excessive handling.

We will notify you if additional information is required or if there is an issue with the returned product.

18. Refund Amount

An approved refund may include:

• The purchase price of the eligible returned product;
• Applicable taxes paid on the refunded product;
• Standard outbound delivery charges where required by law.

The following may be excluded or deducted where legally permitted:

• Premium or express delivery costs above the standard delivery price;
• Change-of-mind return shipping costs;
• Loss in value caused by handling beyond what was reasonably necessary;
• Missing accessories or components;
• Damage caused after delivery;
• Unauthorised return shipping charges;
• Non-refundable duties or charges imposed by third parties.

We will explain any deduction applied to your refund.

19. Refund Processing Times

Once a refund has been approved, it will be issued to the original payment method used for the purchase, unless otherwise agreed or required by law.

For eligible UK cancellation returns, refunds will be issued within the time required by UK consumer law. We may wait until we have received the returned goods or you have provided evidence that the goods were sent back, whichever occurs first.

After we issue the refund, banks and payment providers may require approximately 9 to 14 business days to display the funds in your account.

Some payment methods or financial institutions may take longer. These banking processing periods are outside our direct control.

20. Original Payment Method

Refunds are normally issued to the same payment method used for the original purchase.

We cannot normally issue a refund to:

• A different payment card;
• A different bank account;
• Another person;
• An unrelated digital wallet.

If the original payment method is no longer available, contact us. Additional identity or payment verification may be required before an alternative refund method can be considered.

21. Exchanges

We do not guarantee direct exchanges for all products.

When an exchange is available, we may offer:

• A replacement of the same product;
• A different size or colour, subject to availability;
• Store credit, with your agreement;
• A refund so that you can place a new order.

If you need a different product urgently, the fastest option may be to return the original product and place a separate order.

22. Replacements

When a replacement is approved, it will normally be sent to the delivery address associated with the original order.

Please tell us immediately if the address has changed. We cannot guarantee an address change after the replacement has entered processing.

Replacement products remain subject to availability. If the same product is unavailable, we may offer:

• A comparable alternative, subject to your approval;
• Store credit, with your agreement;
• A full or partial refund, as appropriate.

23. Partial Refunds

In appropriate circumstances, we may offer a partial refund instead of a return or replacement.

A partial refund may be appropriate when:

• A minor issue does not prevent normal use of the product;
• A non-essential component is missing;
• The customer wishes to keep a product with a minor cosmetic issue;
• The product has been handled more than reasonably necessary;
• Only part of a multi-item order is affected.

We will not impose a partial refund where applicable consumer law entitles you to a full refund, repair or replacement.

24. Promotional Products, Bundles and Gifts

If a product was purchased as part of a bundle or promotion, the refund may be adjusted to reflect the promotional pricing.

Where returning part of a bundle causes the remaining products to no longer qualify for a discount, the refund may be calculated using the normal price of the retained products, where legally permitted.

Complimentary gifts received as part of a promotion may need to be returned when the qualifying purchase is refunded.

25. Customs Duties and Import Charges

Customs duties, import taxes and carrier handling fees paid directly to customs authorities, delivery carriers or other third parties are not normally controlled or collected by us.

We cannot guarantee reimbursement of charges paid directly to a third party. You may need to contact the relevant customs authority or carrier to request repayment.

This does not affect the refund of duties or taxes that were collected directly by us and are legally refundable.

26. Refused and Unclaimed Packages

Refusing delivery does not automatically complete a valid return or cancellation.

If you wish to cancel, contact us before refusing the package wherever reasonably possible.

Packages may be returned to the sender when:

• Delivery is refused;
• The package is not collected;
• The delivery address is incorrect or incomplete;
• The recipient cannot be contacted;
• Applicable customs charges are not paid.

After the return has been confirmed, we will review whether a refund or redelivery is appropriate.

Where legally permitted, return-to-sender charges or new delivery costs may be deducted when the failed delivery was caused by information or actions for which the customer was responsible.

27. Fraudulent or Abusive Claims

We reserve the right to investigate return and refund requests where there is reasonable evidence of:

• Repeated false non-delivery claims;
• Altered or misleading photographs;
• Returning a different product;
• Removing components before return;
• Payment fraud;
• Abuse of promotional or return procedures.

We may refuse a fraudulent claim, restrict an account or report suspected fraud to payment providers or appropriate authorities.

A claim will not be rejected merely because a customer has previously made a legitimate return.

28. Chargebacks and Payment Disputes

Please contact us before opening a payment dispute so that we have an opportunity to investigate and resolve the issue.

Opening a chargeback does not guarantee a refund. We may provide the payment provider with:

• Order records;
• Delivery tracking;
• Customer communications;
• Proof of refund or replacement;
• Evidence relevant to the dispute.

Nothing in this section prevents you from exercising rights available through your card issuer, bank, payment provider or applicable law.

29. Statutory Rights for Faulty Goods

This policy does not replace your mandatory rights where goods are:

• Faulty;
• Unsafe;
• Not of satisfactory quality;
• Not fit for their intended purpose;
• Not as described.

Depending on your location and the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

Contractual return deadlines in this policy do not remove statutory rights that continue beyond those deadlines.

30. Changes to This Policy

We may update this Return and Refund Policy to reflect changes to:

• Our products or services;
• Our fulfilment arrangements;
• Our return procedures;
• Applicable consumer laws;
• Payment-provider requirements.

The version applicable to your purchase will normally be the version published when your order was placed, except where a legal change must apply immediately.

31. Contact Us

For cancellation, return, replacement or refund requests, please contact:

Greeze Ltd
Trading as Just You Need
46 Monarch Drive
Sittingbourne, ME10 2GE
United Kingdom

Email: greezeltd@gmail.com

Website: www.justyouneed.com

When contacting us, please include your order number and the email address used to place the order.