Refund policy
1. Overview
Orvia Labs stands behind the quality of our products and offers a money-back guarantee on first-time purchases made directly from orvialabs.co. This policy outlines the conditions, process, and limitations of our return and refund program. By placing an order with Orvia Labs, you acknowledge and agree to the terms below.
2. 90-Day Money-Back Guarantee (First-Time Purchases Only)
At Orvia Labs, your satisfaction matters to us. We stand behind every formula we sell, which is why we offer a 90-day money-back guarantee on first-time purchases of any Orvia Labs product.
If you are not satisfied with your first purchase, contact us at support@orvialabs.co within 90 days of your delivery date and our customer care team will review your request and work with you on a resolution.
2.1 Important Notes
- The guarantee applies only to a customer's first purchase of a specific Orvia Labs product.
- Limited to one refund per product type per customer, per lifetime.
- For multi-unit orders, only unopened bottles qualify for refund consideration. Any opened bottle within a multi-pack is treated as used and is not refundable.
- Shipping, handling, and optional shipping protection fees (if purchased) are non-refundable.
- A 15% restocking and processing fee applies to all approved refunds to cover administrative and order-handling costs.
- If you choose a replacement, exchange, or store credit, the 90-day money-back guarantee no longer applies to that order.
- Refunds, when issued, are returned only to the original payment method used at checkout.
3. How Refund Eligibility Is Determined
Refund amounts are assessed on a case-by-case basis by our customer care team. The form and amount of any refund or remedy is determined at the sole discretion of Orvia Labs and may include a partial refund, store credit, replacement product, or full refund, depending on the circumstances of the order.
3.1 Resolution Framework
- Unopened product, returned at customer expense within 90 days of delivery: eligible for a refund of the product price, less the 15% restocking fee and original shipping, handling, and protection charges.
- Opened, partially used, or used product: not eligible for a full refund. As a courtesy, our team may offer a partial refund or store credit at our discretion.
- Multi-bottle orders: only unopened bottles qualify. Opened bottles in a multi-pack are non-refundable.
3.2 Discretion
Orvia Labs reserves the right to determine the eligibility of any refund request, the form and amount of any remedy provided, and to decline any request that does not comply with this policy.
4. Refunds for Subscription (Subscribe & Save) Orders
Subscription orders are not covered by the 90-day money-back guarantee.
The 90-day guarantee applies only to a customer's very first one-time purchase or their very first subscription shipment of a given product. All subsequent subscription shipments are not eligible for the guarantee.
4.1 Unopened Subscription Bottles
For unopened bottles from a subscription shipment, refund requests may be considered under the following conditions:
- Request submitted within 30 days of the shipment date.
- Bottles returned unopened and in original sealed condition, at customer expense.
- Original shipping, handling, and protection fees are non-refundable.
- A 15% restocking fee applies.
4.2 Subscription Management
To manage, skip, pause, or cancel your subscription, email support@orvialabs.co with your order number and the change you would like to make. Our customer care team will confirm the update within 24 to 48 hours. Orvia Labs does not offer a self-service subscription portal at this time.
5. Cancellation Policy
We process orders quickly so they reach you fast. If you need to cancel an order, contact us as soon as possible at support@orvialabs.co. While we will do our best to stop the order before it ships, cancellations cannot be guaranteed once an order has been processed in our system.
- A $4.00 processing fee may apply to canceled orders to cover administrative costs.
- Orders that have already shipped cannot be canceled. They must be handled through the refund process above once received.
6. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us at support@orvialabs.co within 7 days of delivery with photos of the issue and your order number. In most cases we will send a replacement at no cost. You do not need to return the damaged item.
This remedy is in place of, not in addition to, the 90-day money-back guarantee.
7. Exchanges
To exchange a product, return the original item in accordance with this policy. Once received and inspected, you may place a new order for the replacement item. Choosing an exchange voids the 90-day money-back guarantee on the original order.
8. Shipping and Return Costs
- All shipping, handling, and optional shipping protection fees are non-refundable.
- The customer is responsible for return shipping costs in all cases.
- Orvia Labs does not provide prepaid return labels.
- Return shipping costs are not reimbursed under any circumstance.
9. Return Instructions
To initiate a return:
- Email support@orvialabs.co with your order number and reason for return.
- Our team will review your request within 24 to 48 hours and provide a return authorization number (RMA) and a return address, if applicable.
- Ship the product to the address provided, in its original packaging, with your order number written on the outside of the package and your RMA included inside.
- We strongly recommend using trackable shipping. Packages lost in transit without tracking are not the responsibility of Orvia Labs.
Returns sent without prior authorization will not be processed and may be discarded. Packages sent to any address other than the one provided by our customer care team will not be processed or refunded.
Once received, approved returns are processed within 7 to 10 business days. Refunds appear within 5 to 10 business days after processing, depending on your payment method.
10. Items Not Eligible for Refund
The following are not eligible for refund under any circumstance:
- Orders submitted more than 90 days from delivery date (first-time purchases) or 30 days from shipment date (unopened subscription bottles).
- Products purchased from any retailer other than orvialabs.co.
- Bulk orders of 4 or more units of the same product.
- Promotional, free, gift-with-purchase, or bonus items.
- Gift cards and store credit purchases.
- Items marked "Final Sale" at checkout.
- Products returned without prior authorization.
- Products returned with broken seals, missing labels, tampered packaging, or damage caused by the customer.
- Shipping, handling, and shipping protection fees.
11. Abuse Prevention
Orvia Labs reserves the right to refuse refund requests that show patterns of abuse, including but not limited to repeated refund requests across multiple orders, requests inconsistent with normal customer behavior, suspected fraudulent claims, chargeback abuse, or customers who have been previously refunded for the same product type. We may also limit or ban customers from future purchases at our sole discretion.
12. Regional Statutory Rights
12.1 European Union
EU customers retain the right of withdrawal under the EU Consumer Rights Directive. You may return unopened, sealed product within 14 days of delivery without giving a reason, provided the product is in its original, unaltered condition. Standard outbound shipping is included in the refund. Return shipping is the customer’s responsibility. Once a product seal is broken, the right of withdrawal does not apply for health and hygiene reasons (Directive 2011/83/EU, Article 16).
12.2 United Kingdom
UK customers retain rights under the Consumer Rights Act 2015, including remedies for goods that are not as described, of unsatisfactory quality, or not fit for purpose.
12.3 Australia
Australian consumers retain rights under the Australian Consumer Law, including remedies for major and minor product failures.
This policy does not limit any non-waivable statutory rights you may have in your country of residence.
13. Product Disclaimer
Orvia Labs products are dietary supplements. Individual results may vary. These products are not intended to diagnose, treat, cure, or prevent any disease. Consult your physician before beginning any new supplement, especially if you are pregnant, nursing, taking medication, or have a medical condition.
14. Limitation of Liability
To the maximum extent permitted by law, our total liability for any claim arising out of or related to your purchase is limited to the amount you paid for the product. Orvia Labs is not liable for any consequential, incidental, indirect, or special damages, including lost profits or lost data.
15. Policy Changes
Orvia Labs may update or amend this policy at any time without prior notice. Changes take effect immediately upon posting to orvialabs.co. The version of this policy in effect at the time of your purchase governs that purchase.
16. Acknowledgment
By placing an order with Orvia Labs, you acknowledge and agree to the terms of this Refund & Return Policy.
17. Contact Information
For all refund and return inquiries:
- Email: support@orvialabs.co
- Response time: 24 to 48 hours
- Legal Entity: Arrow Ventures LLC (operating as Orvia Labs)
- Business Address: 5830 E 2nd St, STE 7000 #32365, Casper, WY 82609, United States