Refund policy

This policy explains how to cancel an order, how to return a product, and when you get your money back. Nothing here reduces your legal rights.

In short

  • 14 days to change your mind for any reason — your legal right.
  • 90 days to try the product — our own guarantee, on top of your legal rights.
  • 12-month guarantee if it stops working under normal use.
  • Faulty or wrong item? We pay the return postage and refund you in full.
  • Start any return by emailing hello@reoviva.com before sending anything back.

1. Your legal right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason, without giving a reason, within 14 days from the day after you receive the goods. If your order arrives in more than one parcel, the 14 days start from the day after the last parcel arrives.

How to cancel. Tell us clearly before the 14 days are up — email hello@reoviva.com with your order number. A clear statement in your own words is enough; there's no form to fill in.

Sending it back. Once you've told us you're cancelling, you have a further 14 days to send the goods back. We'll confirm the return address in our first reply.

Who pays return postage. You pay the cost of returning the goods when you cancel under this right. We recommend a tracked service — until the parcel reaches us, it's your responsibility if it goes missing.

Using the product. You're allowed to handle and inspect the product the way you would in a shop. If you go beyond that and the product loses value as a result, we may reduce your refund by the amount of that lost value.

Your refund. We refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you've sent them, whichever happens first. We refund the price you paid plus the standard delivery charge, if you paid one. If you chose a faster delivery option, we refund the standard rate, not the upgrade.

2. The Reoviva 90-day trial

On top of your legal rights, we give you 90 days from delivery to decide whether the product works for you.

  • The trial covers one order per customer or household address.
  • You can use the product. That's the point of the trial — you don't have to keep it sealed.
  • Email hello@reoviva.com within 90 days of delivery to start a trial return.
  • You cover the return postage, using a tracked service.
  • We refund the price you paid for the product once it reaches us, using your original payment method.

This is a voluntary guarantee we offer as a business. It's additional to — and does not replace or limit — your legal rights under sections 1 and 3 of this policy.

3. Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

  • Within 30 days of delivery: if the product is faulty, damaged on arrival or not what you ordered, you can reject it and get a full refund.
  • After 30 days: you're entitled to a repair or a replacement. If that isn't possible or doesn't fix the problem, you can claim a refund or a price reduction.
  • We pay the return postage on anything faulty, damaged or sent in error. You will never be out of pocket for our mistake.

Email hello@reoviva.com with your order number and a photo or short video of the problem. That usually lets us resolve it without you sending anything back at all.

4. Our 12-month guarantee

In addition to everything above, we guarantee Reoviva Pro for 12 months from delivery. If it stops working under normal use within that time, we replace it and cover the postage both ways.

This guarantee does not cover damage caused by dropping the device, immersing it in water, using a charger other than a standard USB-C supply, or attempts to open or modify it.

Email hello@reoviva.com with your order number and a short description of what's happening.

5. How refunds are paid

Refunds go back to the same payment method you used to pay, unless we agree otherwise with you. We don't charge a restocking or handling fee.

Once we've issued the refund, how quickly it appears depends on your bank or card provider — usually 3 to 10 working days.

6. When we may reduce or refuse a refund

We may reduce your refund, or decline it, where:

  • The product has been damaged by misuse, dropping, immersion in water, or attempts to open or modify it — as opposed to normal use.
  • Parts of the order are missing from the return, in which case we refund what we actually receive.
  • Free gifts or bundled items included with your order are not returned alongside the product, in which case we deduct their stated value from your refund.
  • You claim under the 90-day trial more than once, or outside the 90 days.

None of the above applies to a product that is faulty, or to your 14-day legal right to cancel, where the only deduction we can make is for value lost through handling beyond normal inspection.

7. Return address

Please email us before sending anything back. We'll confirm the return address and make sure your parcel reaches the right place. Returns that arrive without prior contact can't be matched to an order and can't be processed.

The registered business address below is not a returns address.

8. Contact and business details

Email: hello@reoviva.com
Hours: Monday to Friday, 09:00 – 17:00 UK time
Response time: under 24 hours on working days

Reoviva is a trading name of Daniel Dušek, a sole trader registered in the Czech Republic.
Business registration number (IČO): 24387932
Registered place of business: Kajlovec 96, 747 41 Hradec nad Moravicí, Czech Republic

If we can't resolve a complaint between us, you can also contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.