Shipping & Returns

SHIPPING

It is important that you take into account the following conditions.

1.- All orders placed before 1:00 PM are shipped the same day from our facilities.

If, for example, you place an order at 5:00 PM, it will be shipped the next day.

Every time your order changes status, you will receive an alert in your email. Additionally, when it is dispatched, you will have your tracking number so you can know where it is and when it will be delivered.

2.- Depending on the total amount of your order and your location, the shipping costs will be as summarized in the following table.

* Germany, Austria, Belgium, Croatia, Denmark, France, Ireland, Italy, Luxembourg, Netherlands, Portugal, Czech Republic, and Sweden (for other countries contact us)

INTERNATIONAL SHIPPING

If your order is addressed to a country outside the European Union (Switzerland or the United Kingdom), the shipment may be subject to duties, taxes, or other charges due to local and/or customs laws. We will ship your package under the Incoterm DAP (Delivered at Place), which means that IVB will be responsible for delivering it, but will not cover any potential customs fees or local taxes.

The recipient of the order will be responsible for all customs costs associated with the import of the products (even if they refuse the order). Please, if you are sending products to someone residing outside the European Union, make sure they are aware of all this.

Additionally, due to customs reasons, the order may experience some delay.

RETURNS

Our warehouse has a security system that monitors the preparation of each and every order. This allows us to check, in case of an incident, which product was not sent to you or which one was sent incorrectly. In addition to being an improvement tool, it helps control potential customer fraud.

The customer will be responsible for the shipping costs of the return, unless the return is due to an error by IVB WELLNESS LAB in sending the incorrect or defective product.

In case of shipping errors, following the advice of authorities due to the current pandemic situation, the customer will choose the option that best suits them:

1.- A refund of the product's amount to the same account from which the order was placed, applying discounts if applicable.

2.- A replacement of the item in the next shipment along with a detail for the inconvenience. When placing the new order, you must inform us of the previous incident through the communication channels available to us.

3.- If the erroneous product(s) sent exceed(s) 10 euros, a return shipment will be processed.

4.- Opened or unsealed products, regardless of whether they have been consumed or not, will not be eligible for return.

If you wish to return a product(s), please note:

If the product you wish to return was purchased through a promotional campaign, the corresponding amount the product had during the promotion will be refunded, not its original price. All items must be intact, unsealed, and in perfect condition.

We will not accept returns of opened, damaged products (regardless of whether they were poorly protected by the customer or mishandled by the carrier) or products without their original packaging.

REFUNDS

Refunds will be processed following the points in the previous section, never exceeding 15 days from the receipt of the merchandise in our warehouses.

The refund will be issued using the same payment method you used: to the same card (also valid for REDSYS payments) or PayPal account. If you paid by bank transfer, you will be asked for an account number to make the compensation.

If you prefer, you can opt to exchange the amount for a discount coupon for your next purchase.

ORDER REFUSAL

Refusing the order upon delivery or the inability to arrange pickup for reasons not attributable to IVB WELLNESS or the courier service will result in the loss of costs inherent to the purchase, namely: shipping costs (and the same return costs) and the cost of transport packaging and the cost of any damage during transport.

The carrier will make two delivery attempts to the address indicated as 'Delivery Address'. If delivery cannot be made, the order will be held for 15 days at the nearest 'Delivery Address' office, indicated in the tracking notifications you receive from us and/or our logistics partners via email and/or SMS. If the order is not picked up after this period, it will be returned to our facilities, acting according to the clauses stipulated in the previous paragraph.