Return/Refund Policy

**Last updated: August 2026**

At BornWhere, every personalized product is created specifically for you. Your postcode or chosen location becomes part of your design, which means many of our products are made to your individual specifications.

We want you to be happy with your order. If something is wrong, we will do our best to make it right.

Personalized and Made to Order Products

Products personalized with a postcode, location, text, or other customer selected details are made specifically for you.

Because these products are made to your individual specifications and cannot reasonably be resold, they are not eligible for return, exchange, or refund simply because you change your mind, order the wrong size, or no longer want the item.

Under EU consumer protection rules, the standard 14 day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.

Please check your postcode, design details, size, color, and other selections carefully before placing your order.

Non Personalized Products

If you purchase a product from BornWhere that has not been personalized or made to your specifications, you have the right to withdraw from your purchase within 14 days of receiving the product, where required by applicable EU consumer law.

To exercise your right of withdrawal, contact us at contact@bornwhere.com within 14 days of receiving your order.

Returned products must be sent back within 14 days after you notify us of your decision to withdraw. You may inspect the product as you would in a physical store, but you may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Unless otherwise required by applicable law or agreed by us, the customer is responsible for the direct cost of returning a non defective product.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incorrectly printed, or different from what you ordered, please contact us at contact@bornwhere.com as soon as possible.

Please include:

* Your order number
* A description of the issue
* Clear photographs showing the product and the problem

We will review the issue and, where the product is defective, damaged, or incorrect, provide an appropriate solution in accordance with applicable consumer law. This may include a replacement, repair, price reduction, or refund, depending on the circumstances.

If the problem is our responsibility, you will not be required to bear return shipping costs where applicable.

Incorrect Personalization Submitted by the Customer

Each personalized product is produced using the information provided when the order is placed.

Please make sure your postcode, location, spelling, and other personalization details are correct before completing your purchase.

We cannot provide a free replacement or refund where a product has been correctly produced according to the information submitted by the customer but the customer provided incorrect personalization details.

If you notice a mistake shortly after placing your order, contact us immediately aT contact@bornwhere.com. We will try to update the order if production has not yet started, but we cannot guarantee that changes or cancellations will be possible once an order has entered production.

Size and Color

Please review our product information and size guide carefully before ordering.

For personalized or made to order products, choosing the wrong size or color does not normally qualify the product for a return or refund if the item was correctly produced according to your order.

This does not affect your rights if the product you receive is defective, incorrectly labeled, or different from what you ordered.

Refunds

When a refund is approved, it will be issued to your original payment method.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Where you exercise a statutory right of withdrawal for an eligible non personalized product, we will process the refund in accordance with applicable consumer law. We may withhold the refund until we have received the returned product or you provide evidence that it has been sent back, where permitted by law.

Return Shipping

Please contact us before returning any product. Do not send a return without first contacting us and receiving return instructions.

For eligible returns of non defective products, the customer is responsible for the direct cost of return shipping unless we state otherwise.

If a return is required because the product is defective, damaged, or incorrect, BornWhere will cover the applicable return costs in accordance with your statutory rights.

Your Statutory Rights

Nothing in this Return & Refund Policy limits or excludes any rights you have under applicable consumer protection law.

Consumers in the European Union have statutory rights relating to products that do not conform to the sales contract. These rights are separate from any voluntary return policy offered by BornWhere.

The exclusion of the 14 day right of withdrawal for personalized products does not remove your statutory rights if a personalized product is defective, damaged, or does not match what you ordered.

Contact Us

If you have any questions about a return, refund, or your order, please contact us before sending anything back.

Email: contact@bornwhere.com

We are happy to help resolve any issue with your order.