Thank you for trusting us as your choice for advanced supplementation. At IVB WELLNESS LAB, we appreciate your choice and want to make sure that your shopping experience is satisfactory and safe.

We therefore invite you to carefully review the commercial conditions that govern our business relationship. In our commitment to offer you a transparent and reliable transaction, we provide complete information about the purchasing process you are about to begin.

At IVB WELLNESS LAB, we strive to maintain a space that fully respects the rights of our users and customers. Therefore, we encourage you to carefully read these terms before finalizing your purchase process. We are here to answer any questions or clarifications you may need during this process.

WE GUARANTEE YOUR TRUST

These General Conditions, together with any Specific Conditions that may be established, regulate the legal relationship arising from the contracting processes formalized by IVB WELLNESS LAB and the users of its online store, which is provided through the website Ivbwellness.com. These products may be contracted by any user, provided that they comply with all the terms stipulated in these Conditions.

This document is available at all times for reading and printing on this website, facilitating the request for its download from here, as established by RD 1906/1999, regulating Telephone or Electronic Contracting, and Law 7/1996, on the Regulation of Retail Trade (amended by Law 47/2000, of December 19), in what is applicable to the provisions on distance sales in articles 38 and following.

Minor warnings

We would like to remind all users under the age of 18 that the purchase of products in our online store is only available to persons of legal age, that is, those over 18 years of age. If you are a minor, we remind you that you need to have the authorization of your parents or legal guardians to make a purchase on our website.

It is essential that minors have the consent and supervision of a responsible adult before making any online transaction. Therefore, we urge you to ask your parents or guardians for permission before making a purchase in our store.

SELLER IDENTIFICATION:

Data of the owner of the website: VINABAS FORMULATIONS SL

Trade name: IVB Wellness Lab

NIF/DNI: B16975229

Address: Calle Colon 12, 46004 Valencia (Valencia), Spain

CHARACTERISTICS OF THE PRODUCTS OFFERED

1. Product Description:

IVB WELLNESS LAB offers a wide range of advanced, science-based supplements with unique formulas that include Magnesium, Vitamin C, Omega 3, among others. These products are designed to improve health and well-being by providing essential nutrients for the body.

2. Origin and characteristics of the products:

All our food supplements are domestically sourced, vegan, gluten-free and sugar-free. We are committed to offering high-quality products, suitable for various dietary needs and food preferences.

3. Labelling and compliance with food regulations:

Our products strictly comply with current food regulations. Each product includes detailed labelling with nutritional information, a list of allergens, ingredients, instructions for use, recommendations, contraindications and a continuous improvement process to ensure maximum safety and effectiveness.

4. Storage conditions:

To ensure the quality and effectiveness of our products, they should be stored in a cool, dry place, away from direct sunlight.

5. Special offers:

Special offers will be clearly marked as such and will be valid while they are visible on the screen. However, it is important to note that such offers may be modified or cancelled without notice, so we recommend taking advantage of them while they are available.

HOW TO PLACE AN ORDER

To place an order at IVB WELLNESS LAB, the process is simple and secure:

Selecting and adding products to the cart :

Customers can select and add products to the cart using the search engine or the categories on the website. By typing in the search engine, relevant results can be seen. From the category grid or the product page, products can be added to the cart. In the cart, quantities can be modified if necessary.

Shipping/Billing Information : Once the user is ready to finalize their order, they will be able to enter their shipping and billing information. If the user has previously created an account, they may choose to log in to expedite this process.

Payment Method : The next step is to select the desired payment method. IVB WELLNESS LAB accepts a variety of secure payment methods to ensure customer convenience and security during the transaction.

Confirmation and payment: Once all the details of the order have been reviewed, the customer proceeds to make the corresponding payment. It is important to note that the purchase process will not be complete until the payment has been successfully processed. Upon completing the payment process, the customer will receive a confirmation email that will include all the details of their order.

Registration process:

B2C: Registration is not required to make a purchase. If customers wish to register, they can do so before or after the purchase by accessing the registration page where they will be asked for their first name, last name, email address and password.

B2B: The website can only be accessed if you are already a registered customer. Business customers register internally.

The information provided to place the order must be accurate, complete and up to date at all times. Failure to do so constitutes a breach of the terms and conditions, which may result in the termination of the contract with IVB WELLNESS LAB.

For each order placed, the corresponding invoice will be included in the confirmation email. If you cannot find the invoice attached for any reason, we invite you to contact IVB WELLNESS LAB so that we can resend it to you via email, thus guaranteeing transparency and correct management of your purchase.

Discount coupons

Coupons or discount codes are for individual use, cannot be combined and are subject to the validity dates indicated. IVB WELLNESS LAB reserves the right to cancel any promotion for individual or collective clients if it is considered that they are being used in an abusive or inappropriate manner. If you have a coupon, it must be added in the checkout process, when indicating the shipping information and selecting the payment method. The special conditions of the promotions are available here.

RECEIPTS AND BILLING

B2C: Receipts and invoices are sent digitally if requested by the customer. Otherwise, the purchase confirmation email serves as proof.

B2B: The invoice is sent physically inside the package and is not generated until payment is made. If requested digitally, it is sent by email and is also available in the user profile on the website .

TECHNICAL MEANS TO CORRECT ERRORS

In the event that the Client makes a mistake when sending the data, he/she may modify it in the “My profile” section at any time.

In the event of an error occurring during the contracting process, it may be corrected at any time before finalizing the purchasing process.

If the modified data refers to the postal address where the Customer has requested the purchased product to be delivered, provided that the product has not been sent, said shipment will be made to the new address indicated. Otherwise, once the package has been returned to our company, the IVB WELLNESS LAB credit will be returned to formalize the purchase. If the Customer makes a mistake when completing the order, he/she must write as soon as possible to contacto@ivbwellness.com indicating the order number and the correct address. We will resolve the incident as soon as possible.

PURCHASE CONFIRMATION

After making your purchase, you will receive a purchase confirmation email as soon as possible. The purchase is confirmed on the last screen after payment and an email is sent with the confirmation, order number, shipping and billing information, purchase summary, itemized amount, payment method and shipping.

Upon completing the payment process, the customer will receive a confirmation email containing all the details of their order. If you detect any error or discrepancy in the information provided in the order confirmation, you have the option to request the modification of the data or the cancellation of the contract. To do so, you must contact us within a maximum of 24 hours from receipt of the order confirmation, by sending an email to contacto@ivbwellness.com. It is important to note that this option will only be available if the order has not yet been processed. In the event that the order has already been processed, we will do our best to resolve it, but we cannot guarantee that it will be feasible.

At IVB WELLNESS LAB, we are committed to ensuring the satisfaction and trust of our customers, so we are here to resolve any questions or problems you may have with your purchase.

PRODUCT SHIPPING CONDITIONS

Delivery areas:

We deliver to several geographical regions, including the Peninsula, Balearic Islands, Canary Islands, Ceuta, Melilla, Andorra, United Kingdom, Switzerland, Chile, Germany, Austria, Belgium, Croatia, Denmark, France, Ireland, Italy, Luxembourg, Netherlands, Portugal, Czech Republic, Ireland and Sweden. If you wish to ship to other countries not mentioned, please contact us to arrange this.

Available shipping methods:

We offer two shipping options:

1. Standard Shipping: Home delivery.
2. Pickup at service point: Convenient option for those who prefer to pick up their order at a specific location.

Shipping cost policy:

Shipping costs are calculated based on the final destination of the order and are specified in detail during the purchase process on the checkout page. In addition, we offer free shipping for orders over a certain amount, which is clearly indicated on the checkout page.

DELIVERY TIMES

• National: Orders within mainland Spain are delivered within 24 to 72 hours.
• International: International orders typically arrive within 2-6 business days.

Transport company:

We exclusively use the services of Correos to guarantee reliability and efficiency in our deliveries.

Stock Availability:

We undertake to ship products within the limits of available stock.

If an item is not available in stock, we will inform you by email about the estimated delivery time. If you are not interested in waiting, you can request a refund of the corresponding amount.

Delivery and Reception of Orders:

Orders will be considered delivered once the customer signs the merchandise receipt document.

It is the customer's responsibility to verify the condition of the package and any anomalies upon receipt.

Shipping will be made to the address and owner provided during the purchase process.

Follow-up and Contact:

In the event of any eventuality causing delays in delivery, our shipment tracking system will provide regular updates. Although we do not have a special treatment in place for delays, we are committed to keeping our customers informed of any changes in the status of their shipments.

In case of delay in delivery, please contact us through our email contacto@ivbwellness.com

Claim Period:

If you do not receive your order within a maximum period of 15 days from confirmation of the order, please contact us through our email contacto@ivbwellness.com

Returns Management:

In case of return of the package due to errors in the address or absence of the recipient, we will contact you to confirm the correct address.

In the event of a new shipment due to an error in the address provided by the customer, shipping costs will be applied again.

SHIPPING COSTS

Shipping costs at IVB WELLNESS LAB are determined by destination and other specific considerations. Below we detail our policy:

Shipping charges apply if the minimum amount to qualify for free shipping is not reached, which is specified later in the checkout process.

Applicable taxes vary depending on the country or area from which the purchase is made. These taxes are clearly detailed and broken down in the checkout process, ensuring complete transparency for our customers.

Shipping rates we apply:

TAXES AND PAYMENT METHODS

When making a purchase at IVB WELLNESS LAB, the user/buyer agrees to pay for the products purchased using the accepted payment methods and for any additional amounts, including taxes and late payment fees, as applicable.

Prices and Taxes:

The price of the products offered on IVBWELLNESS.COM includes Spanish VAT. However, it is important to note that the final price of your order may vary depending on the VAT rate applied to it.

Purchases outside the European Union: In accordance with Law 37/1992, of December 28, regulating Value Added Tax (VAT) and European Directive 2008/8/EC, transactions may or may not be subject to VAT, depending on the buyer's country of residence and status (businessman/professional or individual). In the case of sales made to a foreign individual not resident in the EU, they are exempt from VAT according to article 21 of VAT Law 37/1992. The final price will appear during order confirmation and will reflect the VAT rate corresponding to the country of destination of the products.

Purchases within the European Union: For orders destined for other countries in the European Union, VAT is applied according to the tax rate in force in each country. It is important to note that the prices of the Services may change at any time at the sole and exclusive discretion of IVB WELLNESS LAB. Price protection or refunds are not offered in the event of price reductions or promotional offers.

Accepted payment methods:

At IVB WELLNESS LAB we offer various payment methods to ensure the convenience and security of our clients in their transactions. Below we detail the accepted methods according to the type of client:

For B2C customers (end consumers):

• Credit card: We accept payments with major credit cards such as Visa, MasterCard, American Express, among others.
• Bizum: We facilitate payment through Bizum, an agile and secure mobile payment platform.
• PayPal: Customers can use their PayPal account to make payments quickly and securely.
• Google Pay: We enable payments through Google Pay, offering convenience to Android device users.
• Apple Pay: We accept payments with Apple Pay, optimizing the shopping experience for Apple device users.
• Sequra: We offer the option of payment in installments with Sequra, providing financial flexibility to our clients.

For B2B clients (companies and professionals):

• Cash on delivery: For companies that prefer to pay upon receipt of their order rather than in advance.
• Credit Card: We also accept credit card payments for B2B customers, ensuring a safe and efficient transaction.
• Bizum: We facilitate payment through Bizum for companies that prefer this option due to its simplicity and speed.

These payment methods are designed to suit the needs of both individual consumers and businesses, ensuring a smooth and satisfying shopping experience at IVB WELLNESS LAB.

VALIDITY OF PRICES AND OFFERS

The products and services offered on the website, and their prices, will be available for purchase as long as they are in the product catalogue displayed on the website. Users are requested to access updated versions of the website to avoid pricing errors. In any case, orders in process will maintain their conditions for 7 days from the time of their formalization.

CHANGES

At IVB WELLNESS LAB, we are committed to ensuring customer satisfaction through a clear policy that complies with consumer and e-commerce regulations applicable to products such as food supplements. Below we detail our exchange policy:

1. General conditions of changes:

Product exchanges will only be accepted in cases where the product has manufacturing defects, shipping errors or does not comply with the specifications agreed upon during the purchase. Additionally, a product exchange may be requested in the event of withdrawal or error, as long as the packaging remains closed and in perfect condition.

2. Restrictions for changes:

Exchanges will not be accepted on products that have been opened, unsealed, used or that do not retain their original packaging.

Exchanges will not be possible if the product has been purchased through promotional campaigns or special offers where it is clearly specified that exchanges are not permitted.

3. Procedure to make a change:

The customer must notify the desire for change by email contacto@ivbwellness.com , indicating the specific reason and attaching the purchase invoice or order number.

Once the exchange has been approved, the customer must return the product to our facilities following the instructions provided by our customer service team.

4. Products eligible for exchange:

Exchanges will only be accepted for products that do not meet the quality specifications or characteristics promised during the purchase.

In the event of shipping errors, the customer may choose to exchange the product for the correct one or to have the amount paid refunded.

5. Deadlines for requesting a change:

The customer must communicate the request for change within a reasonable period of time from receipt of the product, preferably within a maximum of 14 calendar days.

Requests for exchange will not be accepted outside this period, unless the product has manufacturing defects covered by the warranty.

6. Evaluation and authorization of change:

Our technical team will evaluate the condition of the returned product to verify whether it meets the conditions established for making the exchange.

Authorization for the change will be subject to verification that the product has not been used and remains in its original condition.

7. Alternatives if you cannot make the change:

In the event that the exchange cannot be made because the product does not meet the conditions mentioned, we will offer the customer the option of refunding the amount paid for the product, using the same payment method used in the original purchase.

For more information about our exchange policy or to start the exchange process, we invite you to contact our customer service team by email or through the communication channels available on our website.

 RETURNS AND PURCHASE WITHDRAWAL

Withdrawal is the right of a consumer of a good to return it to the store within a legal period, without having to state or give any explanation in this regard or suffer a penalty.

If you are not satisfied with your purchase of food supplements from IVB WELLNESS LAB, you have a period of 14 calendar days from receipt of the product to request a return.

The right to withdraw from the contract will be applicable exclusively to those products that are returned in the same condition in which the customer received them, without prejudice to the exceptions provided for in this right.

Exceptions to the Right of Withdrawal for Food Supplements:

In accordance with the provisions of article 103 of Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, the right of withdrawal will not be applicable to the following products:

Sealed Health and Hygiene Products:

Sealed products that are not suitable for return due to health protection or hygiene reasons are excluded from the right of withdrawal. In the case of food supplements, once the security seal or seal has been opened or tampered with, they cannot be returned for reasons of food and health safety.

Item Bundle Promotions:

Partial returns of products will not be accepted when the purchase is part of a promotion offering a special price or discount for the purchase of a set of items. The customer undertakes to keep the products in perfect condition until the time of shipment. After this period has elapsed without having communicated the desire to withdraw, partial returns will not be accepted.

Furthermore, the right of withdrawal cannot be exercised in the following cases:

• The product shows signs of having been used.
• The product is not complete, is missing an accessory or is tampered with and/or broken.
• The deadline established for exercising the right of withdrawal according to current regulations has elapsed.

No refund will be made if the product has been used beyond its mere opening, if it is not in the same condition as when it was delivered, or if it has suffered any damage. Therefore, it is important that the customer is careful with the products while they are in their possession.

The item must be returned including all its original packaging, instructions and other accompanying documents.

The customer will be responsible for the return shipping costs, unless the return is a result of an error on the part of IVB WELLNESS LAB in sending the incorrect or defective product.

Once we have received the return and verified that the product meets the return conditions, we will proceed to refund the corresponding amount within a maximum period of 14 calendar days.

At IVB WELLNESS LAB, we understand the importance of ensuring the quality and safety of our products, especially when it comes to food supplements. Below we detail our conditions for making returns:

Product Status:

Products must be returned in their original condition, unopened and in perfect condition.

Returns will not be accepted for products that have been opened, unsealed, used or that do not retain their original packaging.

In the case of products purchased through promotional campaigns, all items involved must be returned intact.

All items must be intact and complete, including any accessories or additional documentation that has been provided with the product.

Legitimate Reasons for Return:

• Manufacturing Defects : If the product has manufacturing defects or is damaged during transport, the customer can request a return.
• Shipping Error : In case of receiving an incorrect product due to a shipping error, the customer can choose:
• Get a refund of the product amount into the same account used for the purchase, applying any previously granted discounts.
• Request replacement of the item in the next shipment, accompanied by details of the incident. The customer must report the incident using our communication channels.
• If the value of the products sent incorrectly exceeds 10 euros, a return shipment will be made.
• Non-Compliance with Specifications: If the product does not meet the specifications indicated in the description or on the label, the customer can request a return.
• Imminent Expiration : If the product received is close to its expiration date or has arrived expired, its return will be accepted.

Procedure for Making a Return:

The customer must notify the intention to return the product by email, providing details such as the order number, reason for return and condition of the product.

Once the return is approved, the customer will receive instructions on how to proceed with the shipment of the product to our facilities.

Evaluation and Authorization of Return:

Our technical team will verify the status of the returned product to ensure that it meets the conditions established for the return.

Return authorization will be subject to verification that the product is in suitable condition to be returned to inventory.

Alternatives in case of not being able to make the return:

If the product does not meet the conditions mentioned above or if the reason for the return is invalid, we reserve the right to reject the return and return the product to the customer.

In the event of a return being refused, the customer will be informed of the reasons and offered viable alternatives, such as repair of the product if possible, replacement with a similar product or the issuance of a voucher for the value of the product.

Refunds:

Refunds will be processed within a maximum of 14 days from receipt of the merchandise in our warehouses.

The refund will be made using the same payment method used for the original purchase (credit card, PayPal account). In case of having paid by bank transfer, the customer's account number will be requested to proceed with the refund.

Alternatively, the customer may choose to receive a discount coupon for the refunded amount to use on future purchases.

IVB WELLNESS LAB will not accept shipments with postage due or cash on delivery and in which the shipping or return costs have not been paid.

The maximum period to receive the amount of a refund is 14 calendar days using the payment method used in the order. If after that date you have not received the amount of an accepted return, please contact us by email at contacto@ivbwellness.com

DISCOUNTS AND PROMOTIONS

Sometimes we create codes so you can get an IVB WELLNESS LAB product at a significant discount.

To apply the discounts, simply enter our online store and purchase the product to which the code is associated. Once in the purchasing process, you will be given the option to include the promotional code before making the payment. Once entered, the discount will be immediately applied to the item.

It may also be the case that a promotional code means a discount on an online purchase. In this case, when you enter the code during the purchase process, it will be automatically applied to the entire purchase made.

For more information, please consult our promotions policy.

WARRANTY

At IVB WELLNESS LAB we are committed to the quality of our products and strict compliance with Spanish consumer legislation. Below we detail our warranty policies that guarantee the satisfaction of our customers:

Quality Assurance:

All our food supplements are formulated with high-quality ingredients and are subject to rigorous quality controls to ensure their safety and effectiveness. We are committed to complying with current food safety and health regulations.

Legal Guarantee:

In accordance with Spanish law, all our products are covered by a two-year legal guarantee from the date of delivery. This guarantee covers any manufacturing or operating defect that may negatively affect the product and its proper use.

Claims Procedure:

If the customer detects any defect in the product or has any quality-related complaint, they can contact our customer service department. It is important that the complaint is made as soon as possible and is accompanied by the purchase invoice to facilitate processing.

Claims Resolution:

Once the claim is received, our team will review the case diligently and proceed as appropriate, either by replacing the defective product, offering a refund or providing a solution that satisfies the customer, in accordance with the applicable legal provisions.

Warranty Limitations:

The warranty does not cover damage caused by misuse, negligence, improper storage or any other circumstances beyond the reasonable control of IVB WELLNESS LAB. In addition, the warranty will not apply in cases excluded by law, such as those related to the opening of sealed products for health or hygiene reasons.

The warranty will also not apply to apparent defects and lack of conformity of the product, for which any claim must be made within 7 days of delivery.

It will also not cover products damaged by improper use.

Images on the website are representative and may vary slightly from the final product. The warranty does not cover discrepancies between the product received and the image shown on the website.

ONLINE DISPUTE RESOLUTION PLATFORM

The European Commission has created the first European platform for the resolution of conflicts in online commerce, protected by the latest consumer law. In this sense, as those responsible for an online sales platform, we have the duty to inform all users about the existence of an online platform for alternative dispute resolution.

If you have a complaint, or feel that we have not handled your complaint satisfactorily, please contact us before submitting a complaint through the Online Dispute Resolution platform. At IVB WELLNESS LAB we take customer service very seriously and adopt the highest standards when it comes to managing, responding to and resolving our customers' concerns.

To use the dispute resolution platform, the user must use the following link: http://ec.europa.eu/odr

If you wish to submit a complaint via the Online Dispute Resolution platform in relation to an order placed at IVB WELLNESS LAB, please use this email address contacto@ivbwellness.com in the “What is the trader's email address?" section of the complaint form on this platform. The email address hello@ivbwellness.com should only be used for complaints related to orders placed at IVB WELLNESS LAB.

AFTER-SALES SERVICE

We have an after-sales service to solve any problem with our products or shipments through which we offer the fastest and most efficient attention to our customers.

To contact us or ask us any questions, concerns or complaints, the customer can use any of the following methods:

Telephone: (+34) 669 72 28 67                         
Email: contacto@ivbwellness.com

 

LIMITATION OF LIABILITY

IVB WELLNESS LAB reserves the right to make, at any time and without prior notice, modifications and updates to the information contained on the Website, its configuration and presentation, access conditions, contracting conditions, etc. Therefore, the USER must access updated versions of the page.

The user is solely responsible for maintaining the confidentiality and security of your website and for all activities that occur on your website once delivered by IVB WELLNESS LAB . The user agrees to immediately notify IVB WELLNESS LAB of any violation of the security of your portal.

IVB WELLNESS LAB is not responsible for any consequences that may result from improper use of the products sold in its Online Store.

IVB WELLNESS LAB will not be liable for any loss arising from improper or unauthorized use of your website.

The user is solely responsible for maintaining the confidentiality of his/her password and is solely responsible for all activities resulting from the use of his/her password on the pages developed by IVB WELLNESS LAB.

The user agrees to indemnify IVB WELLNESS LAB from and against any claims, losses, expenses, damages and costs (including direct, incidental, consequential, punitive, exemplary and indirect damages), and reasonable attorneys' fees resulting from any breach by the user/buyer of these conditions, whether or not considered material or immaterial; the use or misuse of the Services by you or any person acting on your behalf or using your account at IVB WELLNESS LAB , or for any material or immaterial violation of any third party rights, titles or interests.

In no event shall IVB WELLNESS LAB be liable for any breach of contract by you, or negligence with respect to the site, the service or any content, for any loss of profits, loss of use, or any actual, special, indirect, incidental, punitive or consequential damages of any kind arising from your misuse of the tools provided.

Our sole responsibility will be to supply the product under the terms and conditions expressed in this procurement policy.

IVB WELLNESS LAB will not be liable for any consequences, damage or harm that may arise from improper use of the products supplied.

LANGUAGE

The language in which the contract between IVB WELLNESS LAB will be perfected is Spanish.

JURISDICTION AND APPLICABLE LAWS

These Terms of Use are governed by Spanish law. These Terms of Use are subject to the provisions of Law 7/1998 on General Terms of Contract, Royal Legislative Decree 1/2007 on Consumers and Users, Royal Decree 1906/1999 regulating Telephone or Electronic Contracting, Law 7/1996 on the Regulation of Retail Trade, and Law 34/2002 on Information Society Services and Electronic Commerce.

If you are a consumer and your habitual residence is in the European Union, you will also have the protection that any mandatory provisions of the legislation of your country of residence may offer you.

In accordance with article 29 of Law 34/2002, of July 11, on Information Society Services and Electronic Commerce, contracts concluded electronically in which a consumer is involved shall be presumed to have been concluded in the place where the consumer has his or her habitual residence.

Electronic contracts between entrepreneurs or professionals and users shall be deemed to have been concluded in the place where the service provider is established. In the event of a dispute arising from these general conditions and for the resolution of conflicts, the parties submit, at their free choice, and waiving any other jurisdiction, to the courts and tribunals of the User's domicile.