Leovo

Returns and cancellations

Last updated 10 August 2026

Every Leovo card is programmed for one specific business before it is posted. That changes your cancellation rights, so this page explains plainly what you can and cannot return — and what we will always put right.

The short version

• Because your card is programmed to your business, you do not have an automatic right to change your mind once we have started making it.
• You can cancel for a full refund any time before we programme it — usually the first few hours after ordering.
• If a card arrives faulty, damaged, or does not do what we said it would, you are covered and we will replace or refund it. That right cannot be signed away.

Why personalised cards are treated differently

Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel does not apply to goods that are made to your specification or are clearly personalised.

A Leovo card is exactly that. Before it is posted we encode it with the destination for your specific business — your Google review page or your Instagram profile — and for multi-branch orders, each card is encoded for a named branch. Once that is done the card is of no use to anyone else and cannot be resold.

We are telling you this before you buy, which is what the law requires. By placing an order you acknowledge that the 14-day cancellation right does not apply once we have begun programming your cards.

Cancelling before we start

We do not begin programming the moment you pay. If you email hello@leovohelps.com before we have started, we will cancel the order and refund you in full, with no questions and no fee.

In practice that means the sooner you tell us the better. We will always confirm by email whether we caught your order in time. If we had already programmed the cards we will say so honestly rather than quietly refusing.

If something is wrong with your cards

Your statutory rights under the Consumer Rights Act 2015 apply in full and are not affected by anything on this page. Your cards must be of satisfactory quality, fit for purpose, and as described.

• Within 30 days — if the cards are faulty you can reject them for a full refund.
• Up to six months — we will repair or replace them. If that is not possible, you get a refund.
• Programmed to the wrong place — entirely our problem. We will send a corrected card free of charge, and you do not need to return the wrong one.
• Damaged in the post — tell us within 14 days of delivery and we will replace it.

Email hello@leovohelps.com with your order number and, if you can, a photo. It genuinely speeds things up.

What is not covered

• Damage caused after delivery — dropped, snapped, submerged, or peeled off and reapplied repeatedly.
• A change of mind once the cards have been programmed, for the reasons set out above.
• Details you gave us that were wrong. If you typed the wrong business address or branch name, the card will have been programmed correctly to the information supplied. We will always offer a replacement at a reduced price rather than leave you stuck.
• Google or Instagram changing, suspending or removing your listing or profile. We programme the card to your business as it exists when we make it; we do not control those platforms.

Moving a card to a new destination

If your business moves, rebrands, or you want a card pointed somewhere new, get in touch. We can often re-point a card rather than replace it. Whether that is possible depends on the card, and we will tell you the position before you send anything back.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. We process them within 3 working days of agreeing the refund; your bank usually takes a further 5 to 10 days to show it. We cannot refund to a different card or account.

If you are buying as a business

Most Leovo customers are businesses. The consumer rights described above apply to individuals buying outside their trade. Where you buy as a business, the Consumer Rights Act does not apply, and our terms of sale govern the position instead. We will still replace genuinely faulty cards — that is simply how we would want to be treated.

Complaints

Email us first at hello@leovohelps.com and we will try to sort it out. If we cannot reach an agreement, you can take a consumer dispute to an alternative dispute resolution provider, or seek advice from Citizens Advice on 0808 223 1133. Nothing here affects your right to bring a claim in court.