Refund policy

At ILVANA, we stand behind our products and want you to shop with confidence. Your first order is backed by our 30-Day Money-Back Guarantee under the terms below.

30-Day First-Order Guarantee

If you are dissatisfied with your first order purchased directly from ILVANA, email support@tryilvana.com within 30 days of delivery with your order number and reason. First-order bundles are included. One guarantee claim per customer; repeat purchases and subscription renewals do not restart eligibility.

Items clearly marked Final Sale or Clearance and excluded from the guarantee before purchase are not eligible for change-of-mind refunds.

Returns and Replacements

We do not require returns for approved refund or replacement claims. For hygiene, product integrity and safety reasons, we do not accept opened products back.

Please report damaged, defective or incorrect items within seven days of delivery with your order number and clear photos of the product and packaging. Approved replacements are free, including shipping.

Refund Requests

We may request proof of purchase and relevant supporting information. Requests are dated when first received with identifiable order details. Ineligible claims and requests for purchases already refunded may be declined.

We may offer a replacement, partial refund or store credit. These alternatives are optional and do not replace a refund you qualify for unless you accept.

Refund Amounts and Timing

Eligible refunds cover the amount paid for the affected products after discounts, plus applicable taxes. Shipping charges are excluded from satisfaction-guarantee refunds.

Approved refunds are initiated to the original payment method within five business days. Banks may take another five to ten business days to display the credit. If you haven't seen your refund within 14 days after we issue it, please check with your bank or credit card company, as some take up to 30 days to post.

Orders and Subscriptions

Contact us promptly to request an order cancellation. We will attempt to stop fulfillment where possible.

Subscription details, including the price, quantity and billing frequency, are displayed before you complete your order. By proceeding with a subscription purchase, you authorize automatic charges to your saved payment method at the billing frequency displayed before you complete your order, while your subscription is active. Each renewal includes the same quantity, including any free units in your subscription bundle, at the same price as your first subscription shipment.

Pause or cancel at any time through your subscription-management link or by emailing support@tryilvana.com before your next scheduled renewal. For emailed pause or cancellation requests, we use the time your request is received with identifiable order or subscription details.

Pausing suspends renewals while your subscription is paused. Cancellation stops future renewals. Neither automatically refunds an order already charged. Previously charged orders remain subject to this Refund Policy.