Refund policy

Refund, Returns and Guarantee Policy

Last updated: 18 October 2026

This policy explains every way you can return an order or get your money back from Joyvinn, what we need from you, and how long each step takes. It forms part of our Terms of Service.

Nothing in this policy limits your statutory rights. Where this policy gives you more than the law does (for example the 60-day Shoes-Off Guarantee), that is in addition to your legal rights, never instead of them.

1. Summary

Situation	What you can do	Time limit	Do you send it back?	What you get
It didn't work for you	60-day Shoes-Off Guarantee	60 days from delivery	No	Full refund, including delivery
Changed your mind	Statutory right to cancel	14 days from delivery	Yes, unopened, at your cost	Item price + standard delivery
Damaged, faulty or wrong	Consumer Rights Act 2015	Report as soon as you can	Usually not	Refund or replacement, free
Lost in the post	Shipping Policy	See Shipping Policy	N/A	Replacement or full refund

2. The 60-day Shoes-Off Guarantee

2.1 What it promises

If you use your Joyvinn Foot Bar as directed and the shoes are still going outside, we will refund every penny you paid for that order, including any delivery charge.

2.2 Who can claim

The original purchaser of an order placed on joyvinn.com. If you bought it as a gift, either you or the person you gave it to can claim, but the refund always goes to the original payment method.

2.3 Time limit

You must contact us within 60 days of the date your order was delivered, as shown by the courier's tracking. Claims made after 60 days fall outside this guarantee, but your statutory rights for faulty goods still apply.

2.4 How to claim

Email vilksdags@gmail.com with:

your order number;
the email address used to place the order;
the words "Shoes-Off Guarantee".

You do not need to send anything back and you do not need to give a reason, though a short note on how it went helps us improve.

2.5 What you get back, and when

The full amount you paid for that order, including delivery, minus any amount already refunded.
Paid to your original payment method within 14 days of your claim being accepted. Your bank may take a further 3 to 5 working days to show it.
If you paid with a discount code or gift card, you get back the amount you actually paid. Discount codes are not reissued.

2.6 When we can decline a claim

We honour every genuine claim. To keep the guarantee available to everyone, we can decline a claim only where:

the order was bought for resale or business use;
there is clear evidence of fraud, for example claims made on orders that were never paid for, multiple accounts or addresses used to claim repeatedly, or a refund already obtained for the same order through your bank or card provider (a "chargeback");
the claim is made more than 60 days after delivery.

If we decline a claim we will tell you why in writing, and you keep all of your statutory rights.

2.7 Chargebacks

If you raise a chargeback or payment dispute for an order you have already claimed under the guarantee, or before contacting us, we may provide your order details and correspondence to the payment provider. Please email us first: it is faster for you.

3. Your statutory right to cancel (14 days)

3.1 Your right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract within 14 days, starting the day after your order is delivered, without giving any reason. If your order arrives in more than one parcel, the 14 days start the day after the last parcel is delivered.

3.2 How to cancel

Tell us clearly before the 14 days end. Email vilksdags@gmail.com with your name, order number and a clear statement that you are cancelling. You may use the model cancellation form below, but you do not have to.

3.3 Returning the items

Send the items back within 14 days of telling us you are cancelling, to: RETURNS ADDRESS NEEDED.
You pay the cost of returning them. We recommend a tracked and insured service: until the items reach us, they are your responsibility.
Please include your order number inside the parcel.

3.4 Sealed hygiene products

Soap is supplied sealed for health protection and hygiene reasons. Under regulation 28(1)(e) of the 2013 Regulations, the right to cancel does not apply to a bar that has been unsealed after delivery. The same applies to socks that have been worn. Unopened bars and unworn socks in their original packaging can be returned as normal.

This exception does not affect the 60-day Shoes-Off Guarantee, which covers opened and used products in full.

3.5 Your refund

We refund the price of the returned items and the standard delivery charge you paid. If you chose Express delivery, we refund the Standard rate (£4.99), as the law allows.
We pay within 14 days of receiving the items back, or of you providing proof that you have sent them, whichever is earlier.
If you cancel only part of an order, and the remaining items fall below the £50 free delivery threshold, we will refund the returned items minus the £4.99 delivery charge that would otherwise have applied.
We may reduce a refund to reflect any loss in value caused by handling the items more than was necessary to establish their nature, characteristics and functioning.

3.6 Model cancellation form

To: RIEPU GURU, trading as Joyvinn, Bajāru iela 21, Rīga LV-1006, Latvia, vilksdags@gmail.com

I hereby give notice that I cancel my contract for the sale of the following goods: [ ]

Ordered on [ ] / received on [ ]

Name: [ ] Address: [ ] Date: [ ]

4. Damaged, faulty or incorrect items

Your rights under the Consumer Rights Act 2015 always apply. Goods must be as described, of satisfactory quality and fit for purpose.

Tell us as soon as you can. Email a photo of the item and packaging with your order number. Reporting damage within 48 hours of delivery helps us claim from the courier, but it is not a condition of your rights.
Within 30 days of delivery: you can choose a full refund (including delivery) or a free replacement.
After 30 days and within 6 months: we will repair or replace the item. If that is not possible, or does not fix the problem, you can have a refund.
After 6 months: you may still have rights; please contact us and we will help.
You never pay to return a faulty or incorrect item. In most cases we will not ask for it back.

Natural variation in colour, shape and scent between batches of soap, and normal wear of soap with use, are not faults.

5. If the soap does not agree with your skin

Stop using it immediately and rinse the area with clean water. If redness, itching or discomfort continues, speak to a pharmacist or your GP. Then email us: you can claim a full refund under the Shoes-Off Guarantee.

6. Refund methods and timing

Refunds always go back to the original payment method. We cannot refund to a different card, account or person.
We refund in pounds sterling. If your card is in another currency, your bank's exchange rate on the day of the refund applies, which may differ from the day you paid. We are not responsible for exchange differences or bank fees.
If the original card has been cancelled or expired, your bank will normally pass the refund to your new card. If not, contact us.

7. Orders you want to change or cancel before dispatch

Email us as soon as possible. If your order has not yet been dispatched, we will change it or cancel it and refund you in full. Once it has been dispatched, the rest of this policy applies.

8. Contact

vilksdags@gmail.com · A real person replies, usually within one working day (Monday to Friday, excluding UK bank holidays).

RIEPU GURU, trading as Joyvinn, Bajāru iela 21, Rīga LV-1006, Latvia.