Refund policy
To start a return, you can contact us at info@justkuz.nl. Please note that returns will need to be sent to the following address: Just Kuz: Joan Muyskenweg 38 1114 AN Amsterdam Netherlands
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@justkuz.nl.
Do I have a right to cancel my order?
Yes. If you are purchasing as a consumer within the EU, you have the legal right to cancel your order within 14 days without giving a reason.
The 14-day period starts:
- For your first subscription box: the day it is delivered
- For shop purchases: the day the order is delivered
- For gift cards: the day of purchase, provided it has not been redeemed
If you cancel and return your first subscription box within this period, your subscription will automatically be cancelled.
How do I exercise my right to cancel?
You must notify us within 14 days of delivery. After notifying us, you must return the goods within 14 days.
Return shipping costs are the responsibility of the customer.
Do I need to return the box?
Yes. If you withdraw from your purchase, the box must be returned & unopened products.
We may withhold your refund until we receive the goods or proof that they have been returned.
Can I open the box?
You may open the outer packaging to inspect the contents.
However:
- Products must remain unopened and unused to qualify for a full refund.
- If products are opened, used, damaged, or partially consumed beyond what is necessary to inspect them, we reserve the right to deduct an amount reflecting the diminished value of the goods, as permitted under EU law.
Are there items that cannot be returned?
In accordance with EU consumer law, the right of withdrawal does not apply to:
- Sealed products that are not suitable for return due to health protection or hygiene reasons once unsealed
- Oils that do not come sealed
- Perishable goods
- Personalised or custom-made products
Where applicable, these exclusions are clearly indicated before purchase. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
What about ongoing subscription boxes?
After your first box and its 14-day withdrawal period:
- Future boxes are supplied under your active subscription.
- You may cancel your subscription in accordance with our subscription terms.
- Boxes that have already been processed or dispatched before cancellation cannot be refunded.
After the initial subscription term, consumers must be able to cancel with maximum one month’s notice.
You cannot:
- Return old boxes
- Claim refunds for boxes already delivered
- Undo past shipments outside the cooling-off period
When will I receive my refund?
Refunds are processed within 14 days after we receive the returned goods (or proof of return).
Original shipping fees and surcharges are non-refundable unless legally required.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@justkuz.nl.