Money Back Guarantee
Love Me or Your Money Back
At Issviva ® we know that some products need to be tried before you know they are right for you .
That’s why we offer a Money-Back Guarantee on selected items purchased directly from the Issviva website. If your first purchase of an eligible product isn’t right for you after trying it, you can request a refund.
This guarantee only applies to products clearly marked on our website as eligible (“qualifying products”).
Our money back guarantee is subject to the following terms and conditions:
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In addition to your other legal rights: this guarantee applies in addition to and not in place of any other legal rights which you may have to return qualifying products to us including if any qualifying products are faulty or not as described and those rights which you may have as detailed in our terms and conditions to return certain unopened/unused qualifying products to us within a limited time after delivery if you have changed your mind.
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Limited to sales via the Issviva website: this guarantee only applies to qualifying products which you have bought from us directly via the Issviva website but not for any products which you have bought via any other channels.
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Limited to initial purchases only: this guarantee only applies to your first purchase of a qualifying product from the product category in question but does not apply to any subsequent purchases of the same qualifying product or for subsequent purchases of a different qualifying product from the same product category (such as supplements) as your original purchase.
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You must have tried the qualifying product first: this guarantee is intended to provide you with the confidence to try a new product for the first time safe in the knowledge that if you decide it isn’t right for you a refund is available. As such, you can only claim under this guarantee for qualifying products that you have first actually tried for a reasonable period but not for any unused or unopened qualifying products simply because you have changed your mind (although you may still be able to claim a refund for those for a limited period after delivery as detailed in our terms and conditions).
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How to submit a claim/invalid claims: if you wish to claim a refund under this guarantee then you must notify us via email to hellouk@issviva.co.uk during the relevant claims period as detailed in paragraph 7 below. You must state “Money Back Guarantee Claim” as the subject of your email and provide in your email:
a. your full name and address;
b. your email address and telephone number;
c. the date of your order and order reference number;
d. confirmation that you have opened and tried the qualifying product in question before submitting your claim;
e. confirmation that you have used the qualifying product in accordance with any instructions/directions for use provided with it;
f. details of how long you used the qualifying product for before deciding it was not right for you;
g. brief details of why you have decided the qualifying product is not right for you. In particular, the results or benefits you were hoping the qualifying product would provide you with and what it provided (or didn’t provide) for you in reality.
h. Incomplete, incorrect or illegible claims, claims submitted in any other way and/or claims submitted after the applicable deadline will not be accepted nor will we accept liability for any claims which may arrive after the applicable deadline other than where that is as a direct result of faults within our own IT systems.
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Invalid or fraudulent claims: we reserve the right to refuse claims if we believe, acting reasonably and in good faith, that a claim is fraudulent or otherwise invalid including where you have not used the qualifying product in accordance with any instructions/directions for use provided with it, if you expected the product to provide you with results or benefits which we did not claim it would or it was not reasonable to expect that the product would provide or if we believe you have not actually tried the product first before claiming, your claim is being made other than because the qualifying product wasn’t right for you or there are repeat or multiple claims from you (and/or from other people in your household).
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Time period for submitting a claim: given the requirement to have actually first tried a qualifying product and decided it isn’t right for you before claiming under this guarantee, in the case of: (i) the Issviva x Joylux Vaginal Rejuvenation Device, you must wait until 60 days after the date of delivery before you can submit a claim under this guarantee: any claim must then be submitted in accordance with this guarantee within 15 days of the end of that 60 day period (i.e. the earliest you can submit a claim is 60 days after the date of delivery and the last day on which you can submit a claim is 75 days after the date of delivery); and (ii) for any other quality product you must wait until 30 days after the date of delivery before you can submit a claim under this guarantee and any claim must then be submitted in accordance with this guarantee within 15 days of the end of that 30 day period (i.e. the earliest you can submit a claim is 30 days after the date of delivery and the last day on which you can submit a claim is 45 days after the date of delivery).
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Request for feedback: if we request, you must provide us with reasonable additional feedback as to why the qualifying product was not right for you. If we do this we will not be required to provide you with a refund until you have provided this additional feedback.
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Product returns: we reserve the right to request that you return a qualifying product to us before providing a refund. If we do this we will not be required to provide you with a refund until you have either returned that qualifying product to us at you own cost to the address we have requested or provided us with proof of posting for that return.
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Proof of opening: we reserve the right to request that you provide us with a photograph which clearly shows that the qualifying product you are claiming a refund for has been opened by you. If we do this we will not be required to provide you with a refund until you have provided this photograph.
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Refunds: for correctly submitted claims, we will provide you with a refund of purchase price actually paid by you for the qualifying product in question (excluding any delivery costs) but not for any other products comprised within the same order (subject to paragraph 12 below) which will be provided via the same means by which you made that payment to us. Refunds will be processed within 10 working days of us validating your claim subject to you having provided any additional feedback or photograph which we may have requested and/or you having returned any qualifying product(s) to us if we have asked you to do that.
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Bundle Packs: if a qualifying product was purchased by you for the first time as part of a bundle pack of the same qualifying product then we will only refund you for the pro-rata purchase price of a single unit of that qualifying project unless you: (a) have not opened, unsealed or damaged the other qualifying products delivered to you as part of that bundle pack: and (b) return those unopened qualifying products to us in accordance with paragraph 9 above if we ask you to.
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Withdrawing this guarantee: we reserve the right to stop selling qualifying products with the benefit of this guarantee and/or to amend these terms and conditions at any-time however, if at the time you purchased a qualifying product from us it was advertised on the Issviva website as being sold with the benefit of this guarantee then you will still be able to claim and any claim will always be subject to the latest version of these terms and conditions which were published on the Issviva website at the time of your purchase.
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Data Privacy: all personal data which we may collect from you as a result of any claim under this guarantee will be held and processed by us in accordance with our privacy policy which is available here: https://issviva.co.uk/pages/privacy-policy
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Who Issviva are: this offer is promoted by Essity UK Ltd (trading as “Issviva”) of Southfields Road, Dunstable, Bedfordshire, LU6 3EJ (Company Registration No. 03226403/VAT Registration No. 600433106). However, please note that claims under this guarantee should not be sent to that address and must be submitted as detailed in these terms and conditions.
