Refund policy

Our Commitment Every JOVANTIE product is formulated, tested, and inspected to the highest standard before it leaves us. If something is not right, we will make it right. This policy explains your rights clearly and honestly.

Important Notice — Cosmetics & Hygiene Products

JOVANTIE products are cosmetic formulations intended for direct application to the skin and scalp. For the health and safety of all customers, we are unable to accept returns on any product that has been opened, used, or had its seal broken — unless the product is faulty, damaged, or not as described.

This exception is permitted under Regulation 28(3) of the UK Consumer Contracts Regulations 2013, which allows retailers to restrict returns on sealed goods that are not suitable for return once opened due to health protection or hygiene reasons. Cosmetic products fall explicitly within this category.

We ask that you read product descriptions, ingredient lists, and usage guidance carefully before purchasing. If you have any questions about a product's suitability for your hair or skin type before buying, contact us at support@jovantie.com, and we will advise you honestly.

Unopened Products — Change of Mind Returns

If you have changed your mind and the product remains fully sealed and unopened in its original packaging, you may return it within 7 days of receiving your order.

To be eligible:

The product must be unused and in its original condition. The seal must be fully intact and unbroken. The product must be in its original outer packaging, undamaged. You must have proof of purchase. How to start a return: Email support@jovantie.com within 14 days of receiving your order with:

Your full name, your order number, the product(s) you wish to return, and the reason for your return. We will respond within 3 working days with return instructions. Do not send products back without contacting us first — unrequested returns cannot be processed.

Return postage: The cost of return shipping is the responsibility of the customer. We recommend using a tracked service as we cannot accept responsibility for items lost in transit.

Refund: Once we receive and inspect the returned item, we will process your refund within 5–7 working days to your original payment method. You will be notified by email when your refund has been issued.

Faulty, Damaged, or Incorrect Products. If your order arrives damaged, faulty, or is not the product you ordered, you are entitled to a full remedy under the UK Consumer Rights Act 2015.

Your order number, a clear description of the issue, and photographs of the product and packaging showing the fault or damage. We will assess your claim and offer one of the following resolutions at no cost to you:

A full replacement of the same product, a full refund to your original payment method, or a store credit, if preferred. Return postage for faulty or incorrect items will be covered by JOVANTIE in full.

Your statutory rights under the UK Consumer Rights Act 2015 are not affected by this policy.

Allergic Reactions & Skin Sensitivity We understand that individual responses to cosmetic formulations vary. If you experience an adverse reaction to a JOVANTIE product, please stop use immediately and contact us at support@jovantie.com.

We take all reports of adverse reactions seriously. While we are unable to offer refunds on opened products as a matter of standard policy, we assess all adverse reaction cases individually and with care.

We strongly recommend performing a patch test before using any new cosmetic product — apply a small amount to the inside of your wrist or elbow, leave for 24 hours, and monitor for any reaction before full use.

Full ingredient lists (INCI) are published on every product page to allow customers to make informed decisions before purchasing, particularly those with known sensitivities or allergies.

Cancellations:

If you wish to cancel your order, contact us immediately at support@jovantie.com. Orders can only be cancelled before they have been despatched.

Once an order has been despatched, it cannot be cancelled and must go through the returns process outlined above.

Refund Timeframes Action Timeframe Return request response Within 2 working days Refund processed (approved return) 5–7 working days Refund processed (faulty item) 5–7 working days from receipt Bank processing time Additional 2–5 working days depending on your bank Contact Us For all returns, refund requests, or product concerns:

Email: support@jovantie.com Response time: Within 2 working days, Monday to Friday

Your statutory rights as a UK consumer are not affected by this policy. This policy applies to purchases made directly through jovantie.com.