FemmeBalance

RETURNS

Our warehouse has a security system that monitors the preparation of each and every order. This allows us to verify, in case of any issues, which product was not shipped to you or which was shipped incorrectly. In addition to being a tool for improvement, it also helps us control potential customer fraud.

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 wrong or defective product.

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

1.- A refund of the product amount to the same account in which you placed your order, applying any discounts if applicable.

2. A replacement item will be included in the next shipment, along with a small refund for the issue. When placing your new order, please inform us of the previous issue through our available communication channels.

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

4.- Products that have been opened or unsealed, 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, you will be refunded the promotional price, not the original price. All items must be unopened, undamaged, and in perfect condition.

We will not accept returns of products that have already been opened, damaged (regardless of whether they have been poorly protected by the customer or due to poor practices by the carrier) or 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 issue 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 at the time of 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 breakages during transport.

The carrier will make two delivery attempts to the address indicated as "Delivery address." If it cannot be delivered, 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.