Refund policy

Return and Refund Policy – Reyova

Effective date: 12/11/2024

Article 1 – Claim Period

In line with our quality commitment, you have 30 days from the receipt of your order to initiate a refund request.

Article 2 – No Physical Return Required

Reyova does not systematically require the return of products. To simplify the process, a remote inspection (via photo or video) is required to assess the situation.

Article 3 – Refund Conditions

3.1 Eligibility
A refund may be granted under the following circumstances:

  • Product showing a defect or malfunction: full refund (100%) only if the defect is confirmed by our service team following inspection (photo/video or physical return if requested).

  • Product compliant but customer dissatisfaction:
    Minor variations in appearance, colour, or packaging that do not affect the functionality or quality of the product are not considered valid grounds for refund.
    In the case of a compliant product that is unused and unopened, a full refund (100% of the amount paid) may be granted after inspection and validation by our service team.

  • Product damaged or used in a way not intended:
    No refund will be granted if the damage results from misuse, negligence, or modification of the product by the customer.
    If the damage is due to a confirmed manufacturing defect, a refund may be proposed in line with the first point above.

3.2 Exclusions
The following are not eligible for a full refund:

  • Used hygiene or beauty products.

  • Personalised or custom-made items.

  • Products altered, intentionally damaged, or returned without authorisation.

Article 4 – Request Procedure

Please contact us via the “Contact” section on reyova.com or by email at contact@reyova.com.

Provide your order number, the reason for the request, and supporting visual evidence (photo/video).

An analysis will be carried out within 5 to 10 working days.

If a physical return is requested, a Return Authorisation (RA) number will be assigned to you.

Article 5 – Refund Timescale and Method

  • Processing time: up to 21 days following validation of the request.

  • Refund method: via the same payment method used for the original order.

  • Initial shipping costs: non-refundable except in cases of our error.

  • Inspection fees (in cases of abuse): up to £49 may be deducted from the refund.

Article 6 – Right of Withdrawal

In accordance with UK consumer regulations, you benefit from a 14-day right of withdrawal, which we voluntarily extend to 30 days for your convenience.

Article 7 – Disputes and Mediation

In the event of a dispute, an amicable solution through our customer service will always be sought first.
If no resolution is reached, you may refer the matter to a recognised UK consumer mediation service.

Article 8 – Contact

For any questions relating to this policy, please contact us:

✉️ Email: contact@reyova.com
📅 Online form: via the “Contact” section of our website reyova.com

Thank you for your trust,
The Reyova Team