Cancellations & Returns
Last updated: October 27, 2026
Ivalro sells food supplements online to customers in the United States and the European Union. Orders are shipped by our fulfilment partner from the United States. You never need to send a product back to us: every refund described in this policy is made without returning the product.
1. Cancel your order within 1 hour — free of charge
You can cancel any order free of charge within 1 hour of placing it. Use our Cancellations & Returns form or email leoruiz@ivalro.com with your order number. We refund the full amount, including shipping.
After the first hour your order may already be in preparation and we may not be able to stop it. You still keep all the rights below — EU customers can withdraw at any time before delivery and up to 14 days after it (section 2).
2. EU customers — 14-day right of withdrawal
If you live in the European Union, you have the right to withdraw from your purchase without giving any reason within 14 days of the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods (for orders with several items delivered separately, from the delivery of the last item). You can also withdraw before delivery, even if the order has already shipped.
- Which products: products that are still unopened, with the seal intact. Legal exception: our food supplements are sealed goods that are not suitable for return for health protection and hygiene reasons. Once the seal has been broken after delivery, the right of withdrawal no longer applies to that product (Article 16(e) of Directive 2011/83/EU).
- How to withdraw: click "Withdraw from contract here" (available on every page of our store for EU customers and on this page) or send us any clear statement by email — you can use the model withdrawal form below. You will receive an email confirming your withdrawal with its date and time.
- No need to return the product. We may ask you for a photo of the sealed product, but it is not a condition for withdrawing.
- Your refund: we refund the price of the product(s) and the standard delivery cost (if you chose a more expensive delivery option, we refund the cost of the standard option) no later than 14 days from the day we receive your withdrawal, using the same means of payment you used for the purchase, unless you expressly agree otherwise. You will not pay any fee for this refund.
- Refusing the package is not a withdrawal: refusing the delivery does not by itself count as withdrawing. To withdraw, use the button or write to us within the 14-day period.
3. US customers — 30 days for unopened products
If you are in the United States, you can request a refund within 30 days of delivery for any product that is still unopened, with the seal intact. The process is the same as above: use the form or email us, no return needed. We refund the product price; shipping costs are not refunded except in the cases described in sections 4 and 5.
4. Damaged, defective or wrong product
If your product arrives damaged, is defective or is not what you ordered, contact us as soon as possible — ideally within 30 days of delivery — with photos of the product and the package. We will send you a free replacement or give you a full refund, including shipping. No return needed.
For EU customers, this does not affect your legal guarantee of conformity (at least 2 years from delivery) or any other statutory rights.
5. Lost package
If your order has not arrived 7 days after the latest estimated delivery date shown in your shipping confirmation, contact us: we will send a replacement or give you a full refund, including shipping.
6. Incorrect address, uncollected or refused package
If the address you gave us was incorrect or incomplete, or the package was not collected or was refused, we will contact you as soon as the carrier informs us and offer you:
- re-shipping within the same country (you pay the new shipping cost), or
- a refund of the product price, minus the shipping costs already incurred.
For shipments to the EU, the carrier may not return the package; in that case, re-shipping means sending a new package.
If you are an EU customer and you withdrew within the 14-day period (section 2), section 2 applies instead.
Import VAT and duties (EU customers)
Orders are shipped from the United States. Import VAT, customs duties and clearance fees are charged by the carrier on delivery and are paid by you: they are not included in the price and are not charged at checkout. If you refuse the package because you do not want to pay them, it is treated as a refused package (section 6), without prejudice to your right of withdrawal (section 2).
7. Non-refundable
Opened products, unless they are damaged, defective or wrong (section 4).
8. How and when we refund
Refunds are made to the original payment method within 5–10 business days after we approve them (EU withdrawals: always within 14 days of receiving your withdrawal). Your bank may need a few extra days to show the amount.
9. Contact
Ivalro — Leo Ruiz Sánchez
Maria Malibrán 3, 17, 2-3, 14011 Córdoba, Spain
Phone: +34 611 664 811 · Email: leoruiz@ivalro.com
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Ivalro, Maria Malibrán 3, 17, 2-3, 14011 Córdoba, Spain — leoruiz@ivalro.com
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
— Ordered on (*) / received on (*):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
(*) Delete as appropriate.
Frequently asked questions
How do I cancel my order?
Within 1 hour of ordering, use the form on this page or email us with your order number — free of charge. EU customers can also withdraw later (see below).
I'm in the EU. How do I withdraw?
Click "Withdraw from contract here", fill in your name, email, order number and the products, and click "Confirm withdrawal". You'll get an email confirmation with the date and time. No need to send anything back.
Can I return a product I've opened?
No. Our supplements are sealed for your safety, and opened products can't be returned for health and hygiene reasons — unless they arrived damaged, defective or wrong.
My order arrived damaged or wrong. What do I do?
Email us photos of the product and the package. We'll send a free replacement or refund you in full.
What if my package doesn't arrive?
If it hasn't arrived 7 days after the latest estimated delivery date, contact us and we'll send a replacement or refund you.
When will I get my money back?
Within 5–10 business days after we approve the refund (EU withdrawals: within 14 days at most), to your original payment method.