Anavive Refunds, Returns & Exchanges Policy

Last updated: 10 October 2025

We want you to be confident when purchasing Anavive. This policy explains your rights and how to return items to us.

1) Who we are & how to contact us

Anavive Ltd
Returns Address: Anavive Returns, 20 Shaw Road, Stockport, SK4 4AE, United Kingdom
Email: info@anavivehair.com

Please include your order number in all correspondence.

2) Summary of your rights

• Change-of-mind (distance purchases): You may cancel most online purchases within 14 days of delivery under consumer cooling-off rules. Because Anavive is a sealed health/food supplement, the legal cooling-off right does not apply once the safety/tamper seal has been broken after delivery. If the seal is unbroken, you can return within the 14-day cooling-off period.
• Our goodwill policy: In addition to your statutory rights, we offer a 30-day return window from delivery for unopened, sealed products (see Section 4).
• Faulty, damaged or wrong item: If your item arrives damaged, defective or incorrect, we will repair, replace or refund as appropriate (see Section 6).

Your legal rights are not affected by our goodwill policy.

3) Condition of items (sealed supplements)

To protect product safety and hygiene, returns are only accepted if all of the following are true:

• The tamper/safety seal is fully intact and unbroken.
• The product is unopened, unused, and in its original packaging, including any leaflets or accessories.
• You can provide proof of purchase (order confirmation, receipt or the payment card used).

We cannot accept returns of:

• Items where the tamper seal has been opened or removed.
• Partially used bottles, or bottles with broken seals.
• Samples, free gifts, or gift cards (non-refundable).
• Items not purchased directly from anavivehair.com (please contact the original retailer).

4) Change-of-mind returns (our 30-day policy)

You have 30 days from delivery to request a return for change of mind, provided the product is unopened with the seal intact.

How to start a return
Email info@anavivehair.com before sending anything back. We’ll issue a Return Merchandise Authorisation (RMA) and instructions. Items sent back without an RMA may be refused.

Costs & method

• For change-of-mind returns, you are responsible for return postage.
• Use a tracked service and keep proof of posting—you are responsible for the goods until we receive them.
• For international returns, please mark the parcel “Returned goods – no commercial value” to help avoid delays.

Refund timing
We will process refunds within 14 days of receiving the returned item (or evidence it has been sent back), to your original payment method. Banks/card issuers may take additional time to post the funds.

5) EU 14-day cooling-off (unopened only)

If your order is shipped into the European Union, you have 14 days from delivery to cancel for any reason and return the item, provided the tamper seal remains unbroken. If the seal is broken after delivery, the hygiene/health-protection exception applies and the statutory cooling-off right does not apply.

To exercise this right, email info@anavivehair.com within 14 days of delivery and return the unopened product promptly following the instructions we provide. You are responsible for return shipping on change-of-mind cancellations.

6) Damaged, defective or incorrect items

Please inspect your order on arrival. If an item is damaged, defective, leaking, or not what you ordered:

1. Email info@anavivehair.com within 7 days of delivery.
2. Include your order number, a description of the issue, and clear photos of the product, packaging, and shipping label (and the batch/lot code if visible).

Where confirmed, we will at our discretion replace the item, repair (if applicable), or issue a full refund, and we will cover reasonable return or replacement postage costs. We may offer an immediate replacement without requiring a return where appropriate.

7) Exchanges

We don’t offer direct exchanges. Please place a new order and return the original (if eligible) for a refund.

8) Subscriptions

• You can cancel a subscription at any time before your next billing date.
• For operational reasons, please cancel at least 48 hours before your next renewal to avoid being charged and fulfilled.
• Once a subscription order is processed or dispatched, it cannot be changed or cancelled. Unopened items may still be returned under this policy where eligible.

9) Bundles, multi-buy & promotions

• Bundles/multi-packs purchased at a promotional/bundle price must be returned in full, unopened and sealed to receive a full refund.
• If you keep part of a bundle and return the rest, we will recalculate your refund to reflect the full (non-bundle) price of the items you keep.
• Free gifts linked to your order must also be returned unopened; otherwise the RRP of the gift may be deducted from your refund.

10) Undeliverable, refused or uncollected parcels

• If an order is returned to us as undeliverable, refused, or not collected from a pickup point, we will refund the item price when it arrives back with us unopened, less original shipping costs (if any).
• If you request re-delivery, a re-shipment fee may apply.

11) International orders, duties & taxes

International shipping costs, duties and import taxes are non-refundable once incurred. For returns, please use the customs wording “Returned goods – no commercial value” and follow our instructions to reduce delays and charges.

12) How refunds are issued

Approved refunds are issued to the original payment method only. We cannot refund to a different card/account. If your card has expired or been replaced, your bank will route funds accordingly. Please allow your bank/issuer additional time after we confirm the refund.

If more than 15 business days have passed since our refund confirmation, contact us at info@anavivehair.com.

13) Business/Trade purchases (salons & retailers)

For orders placed on a business account or with a VAT invoice to a business, change-of-mind returns are not accepted. We will remedy damaged, defective or mis-shipped items if you notify us within 7 days of delivery with supporting evidence (see Section 6).

14) Safety, authenticity & third-party marketplaces

For safety and authenticity, we only accept returns for items purchased directly from anavivehair.com. If you bought through a salon or other retailer/marketplace, please contact them directly for their returns process.

15) Making a return – quick checklist

• Email info@anavivehair.com for an RMA and instructions before sending.
• Ensure the tamper seal is unbroken; item is unopened and in original packaging.
• Pack securely; include your order number and RMA inside the parcel.
• Use a tracked service and retain proof of postage.
• Send to: Anavive Returns, 20 Shaw Road, Stockport, SK4 4AE, United Kingdom.

16) Abuse, suspected fraud & excessive returns

We may refuse returns or close accounts where we reasonably suspect misuse of our policy, fraud, or excessive return behaviour inconsistent with our terms.

17) Governing law

This policy and any disputes arising out of it are governed by the laws of England and Wales, and the courts of England and Wales shall have non-exclusive jurisdiction. Consumers in the EU/EEA may also access local dispute resolution where applicable.

18) Changes to this policy

We may update this policy from time to time. The version posted on our website at the time you place your order will apply to that order.

Need help?

We’re here to help. Contact info@anavivehair.com with your order number and our team will get back to you.