Refunds & Cancellations

We sell two different things, and the law treats them differently. Find the section that applies to you. Any questions: hello@josyote.com

Event tickets

The short version

Your right to cancel

Tickets to a dated leisure event are exempt from the statutory 14-day right to cancel under regulation 28(1)(h) of the Consumer Contracts Regulations 2013. We offer the refund window above as our own goodwill policy.

How to request a refund

Email hello@josyote.com with the name and email used at checkout, and your order or ticket reference. We will confirm within 5 working days and process approved refunds within 10 working days, back to your original payment method.

Transferring your ticket

This is usually the better option if you can’t make it. Up to 24 hoursbefore the event, email us with the new attendee’s full name and email address. We will cancel your ticket and issue a new one to them. There is no charge.

The new attendee must meet the same conditions — including our 18+ policy — and agrees to our Terms & Conditions by attending.

If we cancel or change the event

If we cancel the event, you get a full refund automatically. If we change the date or venue significantly, we will email you. You can attend on the new terms or request a full refund.

We are not responsible for travel, accommodation, childcare or other costs you incur.

If we cancel your ticket

We may cancel a ticket before the event on the safeguarding grounds set out in section 5.8 of our Terms & Conditions. If we cancel your ticket in advance, you receive a full refund.

If we refuse entry on the night

If you are refused entry, or asked to leave, because of your conduct, because you cannot provide ID when asked, or because you have breached our terms, no refund is given.

Artwork and prints

Where did you buy it?

In-person sales

If you bought a piece at one of our events, the sale is final. You inspected the work in person before purchasing, so distance selling rules do not apply. This does not affect your rights if the item turns out to be faulty or not as described.

Online sales — your 14-day right to cancel

If you bought artwork or a print through this website, you have a legal right to cancel within 14 days of receiving it, for any reason.

To cancel, email hello@josyote.com with your order reference and a clear statement that you are cancelling. You then have a further 14 days to send the item back.

Condition

Items must be returned unused, unhung, unframed and in their original condition and packaging, with any certificate of authenticity included.

If it comes back marked, scuffed, dented, faded, hung, mounted, framed, or with packaging destroyed, we will reduce your refund to reflect the loss in value — and for an original one-of-a-kind work, that reduction may be substantial or total.

Return postage

You pay return postage unless the item arrived faulty, damaged or not as described. Original artwork should be returned with tracking and appropriate insurance.

Your refund

We refund within 14 days of receiving the item back, to your original payment method. This includes the standard delivery cost you paid — but not any extra you paid for a faster option.

Damaged on arrival

Tell us within 48 hours of delivery, with photographs of the item and its packaging. We will arrange a replacement or a full refund including postage both ways.

What isn’t covered

• Commissioned work. Made to your specification, so exempt from the 14-day right.
• Slight variation. Colour, texture and finish vary from screen images. This is the nature of original work, not a fault.

Still stuck?

Email hello@josyote.com. We respond within 5 working days.

If we can’t resolve it, you may be able to take it further with Citizens Advice or the relevant alternative dispute resolution scheme.