Refund and Returns Policy

Overview

This Ivim Health Return and Refund Policy (“this Policy”) describes the terms and conditions under which we may accept the return of certain goods you purchased directly from us, and/or refund you for certain goods or services you purchased directly from us. Under this Policy, “we”, “us”, “our”, and “Ivim Health” mean, collectively, Ivim Services LLC and its affiliates, and Ivim Professional Corporation. This Policy supplements our Terms and Conditions. 

Your Prescription Medications 
  • Returns. All medications prescribed to you cannot be returned to us. If you no longer require use of any unused medications, or we have authorized a credit as described below, follow these instructions from the FDA. 
  • Refunds. All prescribed medications are non-refundable, regardless of usage, program duration, or cancellation of membership. Refund eligibility following cancellation is governed exclusively by the cancellation fee structure in Section 16 of our Terms and Conditions and lapse and program duration provisions of Section 29. 
Membership and Payment Requirement

Continued access to prescriptions and refills requires an active Ivim membership with a valid payment method on file. If your membership is canceled or suspended, or if a payment fails, medication will not be shipped until your membership is reactivated and payment is resolved. Time spent inactive does not extend your medication Program Period, pause your Program Period, or create refund eligibility, except where required by applicable law or approved as medically necessary by your Ivim provider in accordance with Section 29 and Section 29(A) of our Terms and Conditions.  

Damaged, Lost, or Stolen Medications — Reporting Window   

If there is an issue with shipping or the condition of the items at delivery, or you did not receive your shipment, please contact us within 72 hours at support@ivimhealth.com or call us at (877) 581-2210 and provide the following information: 

  • Order Number 
  • Tracking Number 
  • Photo Evidence of the Damage (if applicable)  
  • Copy of a Police Report (if requested by us)

We will assess these issues on a case-by-case basis, and our determination is final subject to applicable law. 

Your Scales and Other Medical Devices  
  • Returns. All scales and other medical devices provided to you cannot be returned. 
  • Refunds. All scales and other medical devices provided to you are non-refundable.  
  • Damaged, Lost, or Stolen Scales and Other Medical Devices.  

If there is an issue with shipping or the condition of the items at delivery, or you did not receive your shipment, please contact us within 72 hours at support@ivimhealth.com or call us at (877) 581-2210 and provide the following information: 

  • Order Number 
  • Tracking Number 
  • Photo Evidence of the Damage (if applicable) 

We will assess these issues on a case-by-case basis. If approved, and you paid for the scale or medical device, a credit will be applied to your original method of payment toward a replacement order. 

Your Supplements 

All non-prescription dietary supplements, vitamins, and nutritional supplements (collectively, “Supplements”) may be accepted for returns, and refunded or replaced, as follows. 

Returns  
  • We may only accept returns of Supplements if the request is made within thirty (30) days after date of delivery confirmed by the carrier.  
  • We can only accept returns of Supplements that are unopened and in good condition (e.g., sealed and in its original packaging). Products that are opened or damaged cannot be returned or refunded.  
  • Please include your order number and reason for the return.  
  • We will provide you with return instructions and, if applicable, a prepaid return label (depending on your location).  
  • Carefully pack the item(s) and return them to us as instructed.  
Refunds or Replacements.  
  • Refunds will only be processed once the returned product has been received and inspected.  
  • We will assess the reason for return on a case-by-case basis and determine if a refund or a replacement is warranted.  
  • If a refund is approved, a credit will automatically be applied to the original method of payment.   
Damaged, Lost, or Stolen Supplements — Reporting Window  

If there is an issue with shipping or the condition of the items at delivery, or you did not receive your shipment, please contact us within 72 hours at help@ivimhealth.com or call us at (877) 581-1741 and provide the following information: 

  • Confirmation of Address  
  • Photos of damaged items if applicable  
  • Photos of contents of the entire package if applicable  
  • Photo of receipt included in package if applicable  

We will assess these issues on a case-by-case basis, and our determination is final subject to applicable law. If approved, a credit will be applied to your original method of payment toward a replacement order. 

Late or Missing Refunds or Credits 

If we approved a refund or credit and you haven’t received it yet, do the following: 

  • First check your bank account again. 
  • Then, contact your credit card company, as it may take some time before your refund or credit is officially posted. 
  • Next, contact your bank. There is often some processing time before a refund or a credit is posted.