Effective Date: July 21, 2026 Return Window: 30 days from the delivery date
We want you to feel confident trying AlVivo products. This policy explains what's eligible for return, how refunds work, and what to expect for nutrition products specifically, since they're handled differently from general merchandise for hygiene and safety reasons.
1. Eligibility & Return Window
You may request a return or refund within 30 days of the delivery date shown on your tracking information. Requests made after 30 days are not eligible, except where required by applicable local consumer protection law.
2. Unused / Unopened Products
Unopened, unused products in their original packaging are eligible for a full refund within the 60-day window. This is the most straightforward return category and is processed fastest.
3. Opened Nutrition Products
Because our core products (shakes, teas, fiber supplements, and similar consumables) are ingested, opened or used nutrition products cannot be physically returned to us for hygiene and safety reasons. If you are not satisfied with an opened nutrition product within the 30-day window, contact us with your order number and a brief note on the issue — refund eligibility for opened nutrition products is assessed case by case as part of our satisfaction guarantee, and we may ask for a photo of the remaining product rather than requiring you to ship it back. This keeps the guarantee meaningful without asking you to mail back a used consumable.
[CONFIRM: whether AlVivo's actual internal policy allows a no-questions-asked refund on opened nutrition products, a partial refund, or a case-by-case review as drafted above — the clause is written conservatively pending your confirmation of actual practice.]
4. Skin Care & Personal Care Products
For hygiene reasons, opened skin care and personal care items (e.g., Herbalife SKIN moisturizer, sunscreen) follow the same case-by-case approach as opened nutrition products in Section 3, rather than the straightforward unopened-product process in Section 2.
5. Damaged or Wrong Products
If you received a damaged product or the wrong item, contact us within 7 days of delivery with your order number and a photo. We will send a free replacement or issue a full refund, including original shipping costs, and you will not be charged for return shipping on our error.
6. Refund Method & Processing Time
Approved refunds are issued to your original payment method (via Stripe or PayPal, matching how you paid). Please allow 5–10 business days for the refund to appear on your statement after we confirm approval, in addition to your bank or card issuer's own processing time.
7. Exchanges
We currently process exchanges as a return followed by a new order, rather than a direct swap, to keep shipping times as fast as possible. Contact us and we'll help set up the replacement order.
8. Partial Refunds
Partial refunds may apply where: a bundle or kit is partially opened (the opened item follows Section 3/4, the unopened items follow Section 2), or where a product shows wear beyond what's reasonable for inspection.
9. Late Refunds
If more than 10 business days have passed since we confirmed your refund and it hasn't appeared on your statement, please first check with your bank or card issuer, as processing times vary. If it still hasn't posted, contact us and we'll investigate with our payment processor.
10. Chargebacks
If you have a concern about an order, we ask that you contact us directly first we can typically resolve issues faster than a card issuer's chargeback process, and a direct resolution avoids chargeback fees on both sides. If a chargeback is filed without contacting us first, we will still respond with order and delivery evidence through Stripe/PayPal's standard dispute process.
11. Cancelled Orders
Orders can be cancelled for a full refund before they have shipped. Once an order has been handed to FedEx, it can no longer be cancelled and instead follows the standard return process above once delivered.
12. Digital Products
AlVivo does not currently sell digital-only products; all items are physical goods, so this policy applies uniformly across the catalog.
13. Return Shipping Costs
For eligible unopened-product returns (Section 2) that are not the result of our error, return shipping is the customer's responsibility unless local consumer law requires otherwise. For damaged, wrong, or our-error items (Section 5), we cover return shipping or waive the return requirement entirely.
14. International Returns
For returns from Canada, Mexico, the UK, or Germany, please contact us before shipping anything back — international return shipping can be costly, and in many cases (per Sections 3–4) we can resolve the issue without requiring a physical return at all. Where a physical return is needed, we'll provide instructions and, where applicable under Section 5, a prepaid label.
15. Customer Responsibilities
To help us process your request quickly, please have your order number ready, respond promptly to any follow-up questions, and for damaged/wrong items provide clear photos showing the issue.
16. Your Statutory Rights (UK & EU Customers)
Nothing in this policy limits your statutory rights under the UK Consumer Rights Act 2015 or the EU Consumer Rights Directive, including your right to a 14-day cooling-off period for most online purchases in addition to the 30-day return window described above, and your right to a repair, replacement, or refund for goods that are faulty or not as described.
17. Contact
To start a return or refund request: alvivo.offical@gmail.com | UK +44 7438 011559 | USA +1 646 766 1197. Please include your order number in any request.