Refund policy

1) Joyseat (custom product) — 100% Confidence & Care

1.1 Overview

Joyseat is a custom-made product manufactured to your measurements and inputs. Once production has started, comfort-based returns or cancellations are no longer possible (subject to applicable mandatory consumer laws). For this reason, we provide our customers with the 100% Confidence & Care program — a set of support services designed to help you achieve the best possible fit and long-term satisfaction.

The 100% Confidence & Care Program includes

• Customer support — Get in touch with our experts via email, phone, chat, or online meeting.
• Smiling Butt Kit (SBK) — Our impression foam kit allows us to measure your sit bone spacing to the nearest millimeter.
• Pre-production preview — You will first receive an email with your measured sit bone distance and an estimated saddle width based on your submitted data.
  You have 48 hours from delivery of this email to notify us of any data-related corrections or objections. If no response is received within this period, the measurement and derived width are deemed approved.
• Complimentary digital bike fitting (MyVeloFit) — Included with your Joyseat to help dial in saddle position and overall setup. If anything still feels off, our team can help fine-tune your setup or recommend next steps.
• Upgradeable 3D-printed padding — If your preferences change over time, we offer a paid padding reprint service. The 3D-printed padding is reprinted according to updated specifications agreed upon with you.
  Service fee: €150 / 3,750 CZK / 180 USD / 130 GBP + shipping costs.

Read more in our Terms of service

1.2 Crash / mechanical damage (goodwill)

Crash or mechanical damage is not covered by the warranty as a manufacturing defect. However, if your Joyseat is mechanically damaged in a crash, you may contact us at hello@posedla.com with a description of the incident and clear photo documentation. Each case is assessed individually. Depending on the damage, we may offer a replacement component (e.g. shell or 3D-printed padding) for an agreed price, or a new custom Joyseat at up to 50% of the original purchase price. This is a goodwill program and does not constitute a warranty claim.

2) Standard goods (non-custom) — Right to withdraw & returns

2.1 Statutory right to withdraw

Consumers may withdraw within 14 days after delivery of non-custom items. Items must be unused, undamaged, complete, and properly packaged. Return shipping is paid by the customer unless stated otherwise. We refund within 14 days of withdrawal — but not before receiving the goods or proof of dispatch. We may deduct for diminished value if the goods were handled beyond what is necessary to examine them.

2.2 Items not returnable

Some items cannot be returned: custom-made goods, perishable items, and hygienically sealed goods once opened. The Terms of Service provide more examples.

2.3 Other products — refunds & complaints

For defective standard goods, remedies include repair, replacement, reasonable discount, or withdrawal. If a complaint is valid, we reimburse return shipping equal to the lowest shipping option offered by our e-shop or we provide a prepaid label.

3) Warranty & defects (applies to all)

3.1 Coverage

24-month warranty from delivery against manufacturing defects.

3.2 What’s not covered

• Misuse, incorrect installation, or use contrary to instructions
• Modifications or damage after delivery
• Crash / mechanical damage
• Normal wear and tear
• Minor differences in color or dimensions
• Issues caused by unusable or incorrect SBK data

3.3 Manufacturing tolerance

Minor dimensional deviations (up to ±0.2 mm for carbon rails and up to ±0.5 mm for TPU padding) are inherent to manual layup and are not considered defects.

3.4 Process

To start a claim, fill out a form on our website or email us at hello@posedla.com. We may request photos or the product for inspection. We aim to respond within 3 working days of receiving the returned item.

3.5 Remedies

If accepted, we'll fix the defect, replace the product, offer a reasonable discount, or let you withdraw from the contract. We aim to complete any remedies within 30 days.

4) Practical points, cancellations & special cases

4.2 Withdrawal rules for Custom Products

Custom Products are made specifically for you. You may withdraw only before production starts — before submitting SBK photos and configurator data, and before we confirm readiness for manufacturing.

EU customers

• Statutory right: withdraw within 14 days of placing the order.
• If SBK was shipped, you must return it at your expense.
• After 14 days but before production: we deduct actual costs already incurred (SBK, shipping, payment fees).
• Once production starts: withdrawal is not possible.

Non-EU customers

• You may withdraw before production starts; deduction includes SBK value, shipping, and payment fees.
• Once production starts: withdrawal is not possible.

Duration of active orders

If required materials are not provided within 12 months, the contract is considered fulfilled and withdrawal/refund is no longer possible unless agreed otherwise.

4.3 Carrier damage vs product defect

If a shipment arrives damaged, contact the carrier immediately and begin their claim process. Send us a copy so we can monitor carrier quality. This Refund & Complaints Policy does not replace carrier claims.

5) Contact

Email (claims & returns): hello@posedla.com

For EU consumers: ODR platform and consumer authority contacts are listed in our Terms of Service.