Customer experience principles
We treat refunds as a trust signal, not a loss centre. Agents are empowered to offer replacements when stock allows, and finance clears simple refunds without excessive paperwork—as long as safety, traceability, and tax rules remain intact.
Contact spine. Every path starts at chat@quivranxnygraxea.world or our Plantage Kerklaan studio address so conversations stay logged for continuity.
EU statutory withdrawal window
Consumers who purchase online generally enjoy fourteen days after physical delivery to change their minds. Because Rivano products are sealed ingestibles, opening the bottle ends withdrawal protection only when we informed you of that consequence before checkout.
Bundle offers require returning the whole bundle unless a defective unit is isolated and documented with photos within 48 hours of arrival.
Defective, short-shipped, or mislabeled goods
Notify us within seven calendar days if capsules appear damaged, counts are wrong, or lot numbers deviate from your confirmation. Attach images and outer carton serials. We prepay return labels for verified issues in core EU markets.
How to request a return authorisation
- Email support with order reference, SKU, and concise reason codes.
- Await written RA (Return Authorisation) with warehouse routing—do not ship blind returns.
- Pack goods in original outer packaging when possible; include desiccant if provided.
- Use tracked services only; keep proofs until refund posts.
Refund posting timeline
Approved refunds reuse your original payment path within fourteen days from the day we receive the merchandise or satisfactory proof of outbound tracking—whichever arrives first. Bank rails may need another two cycles for statement visibility.
Partial refunds and restocking
Promotional gifts must return alongside paid units; missing inserts may incur a modest administration fee disclosed before approval. Wholesale pallets can attract restocking percentages if ancillary services (custom labels, rush builds) already incurred hard costs.
Subscriptions and prepaid bundles
Auto-ship programmes notify you five days before each charge. You may pause or cancel from account portals; refunds for unshipped cycles are automatic. Partially consumed multi-month bundles calculate refunds using simple per-bottle averages minus disclosed handling.
Chargebacks and payment disputes
Contact us before initiating a chargeback so we can resolve duplication or fraud quickly. Friendly fraud alerts are shared with processors to protect genuine customers while upholding network rules.
Escalation and mediation
If you disagree with an outcome, request a secondary review by a lead supervisor. EU residents may also use the ODR platform or national consumer bodies. We commit to documenting each step respectfully.
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FDA disclaimer for United States communications. These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.