Lumen Probe

Returns & refunds policy

Last updated 16/10/2026. Applies to orders delivered in the United Kingdom.

Your right to change your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel your order for any reason within 14 days of receiving your item. You then have a further 14 days from telling us you are cancelling to send it back.

How to return an item

1. Email us at info@joyvia.co.uk with your order number and a clear statement that you wish to cancel or return.
2. We will reply with the return address and instructions.
3. Send the item back in its original packaging with all accessories (cable, connector, hook, magnet and mirror attachments). Please use a tracked service and keep your proof of postage.

Return postage: you pay return postage unless the item is faulty or not as described.

Refunds

We refund the price you paid, plus standard delivery, within 14 days of receiving the item back (or of receiving proof that you have sent it, if earlier). Refunds go to the original payment method. We may reduce a refund if the item has been used beyond what is needed to check that it works and has lost value as a result.

Faulty or incorrect items

Your rights under the Consumer Rights Act 2015 are not affected by this policy. If your item is faulty, not as described or arrives damaged, contact us as soon as you can. Within 30 days of delivery you can reject it for a full refund. After that, you are entitled to a repair or replacement, and then a refund or price reduction if that does not fix the problem. We pay return postage for faulty or incorrect items.

Delivery problems

Orders are sent by Royal Mail tracked delivery, usually within 2–3 days. If your order has not arrived within that time, or tracking shows a problem, email us and we will investigate.

Contact

JoyVia
Office 12 Initial Business Centre, Wilson Business Park, Manchester, M40 8WN, United Kingdom
Email: info@joyvia.co.uk