REFUND POLICY

Last updated: Sep 12, 2026

We want your items to be right for your home. Here is how to return an item or get help with your order.

You have a 14-day right to cancel after delivery. We also accept returns of unused items up to 30 days after delivery, with the conditions and fee explained below.

How to arrange a return

Email service@joviespee.shop or use our contact form. Include your order number and the items you would like to return. If there is a problem with an item, tell us what happened so we can help.

We will send you the correct return warehouse address and packing instructions. Please contact us before posting your parcel; our company registered address is not a returns warehouse. To cancel within your legal cancellation period, you only need to tell us clearly before the deadline. You do not need to wait for our approval.

Pack the items securely and keep proof of postage. You pay return postage when you change your mind, provided we told you this before you ordered. We arrange or reimburse reasonable return costs for a product problem that is our responsibility.

Changing your mind: the first 14 days

If you change your mind, contact us within 14 calendar days, starting the day after delivery, to arrange a return. You can also cancel before delivery. Email us, use our contact form or write to us; the cancellation form below is optional.

Send the items back promptly, within 14 days of telling us. If you told us within your legal cancellation period, the return stays under these rules even if the parcel reaches us later.

For orders delivered in separate parcels, count the 14 days from the day after the last item arrives. If we did not give you the required cancellation information, you have a longer cancellation period under consumer law. A legal cancellation deadline that falls on a weekend or public holiday moves to the next working day.

Checking the item and keeping it in good condition

You can unpack and check the item as you reasonably would in a shop to understand its material, size and how it works. Follow the fitting and care instructions and keep the packaging if possible. Missing original packaging alone does not prevent a return under your legal cancellation right.

Use or damage beyond reasonable checking can reduce your refund. If use, washing, stains, tears or other damage reduces the item's value, we may deduct that actual loss in value. The deduction must relate to handling beyond reasonable checking, not simply to opening the parcel. We assess each item and explain the amount and supporting evidence. If customer-caused damage has destroyed the item's entire value, the deduction can reach the price paid for that item.

Using or damaging an item does not automatically remove your right to cancel. There is no fixed damage charge and no restocking or administration fee for this cancellation period. We cannot make a deduction for loss in value if we did not give you the required cancellation information.

Delivery charges and your refund

If you cancel the whole order, we refund the item price and any standard delivery charge you paid. If you chose a more expensive delivery option, we refund only the cost of our least expensive standard option. If delivery was free, there is no delivery payment to refund and we do not add an outbound delivery charge afterwards. Any justified deduction for loss in the item's value is assessed separately.

If you return only part of an order, we refund those items. The delivery refund depends on the original delivery charge and which items you keep; we will explain the calculation and include any delivery refund you are entitled to.

We issue your refund promptly, within 14 days of being told you are cancelling. Unless we have offered to collect the items, we can wait until we receive them back or you provide proof that you sent them, whichever comes first. We refund to your original payment method, unless you agree to another method, and do not charge a refund fee.

Returns after 14 days, up to 30 days

After your legal cancellation period has ended, you can still request a change-of-mind return within 30 calendar days after delivery. Items must be unused, unwashed, free from stains, hair and odours, and returned with their original packaging, tags and inserts. Send them back within 14 days of receiving our return instructions.

A 10% restocking fee applies to these extended returns. We calculate it on the amount you paid for the returned items after discounts, excluding delivery. The fee covers inspection, repacking and restocking. If 10% would exceed our reasonable costs of processing your return, we reduce the fee to those costs. We confirm the amount before you send the items. You also pay return postage, and we do not refund the original delivery charge.

These conditions and the fee apply only if they were provided when you ordered. We honour the return terms offered at purchase, including any earlier no-fee offer. The fee does not apply when you use your legal cancellation right or return an item for a product problem covered by your consumer rights. Sale items follow the same rules as full-price items.

We normally check these returns within 3–5 working days of receiving them and issue any refund due within 14 calendar days of receipt. If an item does not meet the conditions, we will explain why and discuss the available options. Your payment provider may take additional time to show the refund.

Help with a product or delivery problem

We are responsible for supplying products that meet the standards required by consumer law. If something is wrong with an item, contact us so we can assess the problem and explain the next steps.

Please check your items on arrival and report visible damage or a delivery error as soon as possible, ideally within 48 hours. This helps us investigate promptly. If a problem appears later, contact us when you notice it. Reporting after 48 hours does not remove your consumer rights.

We may ask for photos, measurements, details of fitting or washing, or to inspect the item. Keep it available and avoid further use or washing that could make the problem worse. We assess the evidence available; you do not have to provide an unboxing video, original packaging or photos in every case to make a valid claim.

Misuse, accidental damage, damage caused by not following care instructions, and ordinary wear and tear are not product faults. A defect that becomes apparent during normal use is different. Using or washing an item does not, by itself, rule out a claim for a genuine defect.

If an item does not meet the standards required by consumer law, we cover reasonable return costs and do not charge a restocking fee. You normally have 30 days after delivery to reject an item with such a problem for a refund. After that, you may be entitled to a repair, replacement, price reduction or refund, depending on the problem and the steps already taken. We will explain the options available under your consumer rights.

Personalised items, exchanges and missing deliveries

Items made to your specifications or clearly personalised are excluded from change-of-mind cancellation. Choosing one of our standard sizes or colours does not make an item personalised. Your rights if something is wrong with the item still apply.

For another size or colour, contact us to arrange a return and place a new order if you wish. You do not have to accept an exchange or credit note when you are entitled to a refund.

If your order has not arrived, contact us so we can investigate with the carrier. We remain responsible until you, or someone you choose, receive it. If you independently hire a carrier that we did not offer, responsibility passes to you when we hand the parcel to that carrier. Our Shipping Policy explains what happens if delivery is late or missing.

Optional cancellation form

To: joviespee operated by VIVID FASHION LIMITED, RM.502, NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG, KOWLOON, HONG KONG, service@joviespee.shop (or use our contact form).

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:
Goods and order number:
Ordered on / received on:
Consumer name:
Consumer address:
Date:
Signature (only if sent on paper):

Seller

joviespee is operated by VIVID FASHION LIMITED.
Company registered address: RM.502, NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG, KOWLOON, HONG KONG.
Email: service@joviespee.shop.

The company registered address is not the returns warehouse address. Please contact customer service to receive return instructions and the correct return address by email.