Refund policy

HOW TO REQUEST A RETURN

If you placed an order on the RVB LAB website and wish to return one or more purchased products, you can request a return within 14 days from the date you received your order.

To start the return procedure, click on the link:

👉 REQUEST A RETURN

Please remember that, in order to request a return, you must click on “Request a return” and follow the online procedure.
You no longer need to fill in the contact form to open a return request.

After clicking on “Request a return”, enter the e-mail address used to place the order. This will allow you to access your order history.

Once logged in, find the order you wish to return and click on the “Request return” button next to the relevant order. Then follow all the steps shown in the procedure.

At the end of the request, you will receive a confirmation e-mail. Our team will then contact you to arrange the courier pick-up.

Important: returns will not be accepted unless the procedure has been completed through the “Request a return” link.

RETURN ACCEPTANCE CONDITIONS

Products must be returned in the same condition in which they were delivered.

In order to accept the return, we need to verify that the products are:

• intact;
• unused;
• undamaged;
• complete with their box or original packaging, where applicable.

If the original packaging is damaged, the products must be returned in packaging of equivalent size and resistance.

Sealed items that are not suitable for return for hygiene or health protection reasons, and that have been opened after delivery, cannot be returned. Products that, after delivery, have been inseparably mixed with other goods also cannot be returned.

Once the return has reached our logistics centre, our team will check the condition of the products. The refund will only be issued if all the conditions listed above are met.

RETURN SHIPPING COSTS

Return shipping costs are borne by the customer.

For returns related to orders shipped within Italy, if you choose to return the products using our courier, €5 will be deducted from your order refund. This amount corresponds to the return shipping cost to our logistics centre.

For returns related to international orders, shipping costs are borne by the customer and the shipment must be arranged using a courier of the customer’s choice. In this case, the €5 return shipping fee will not be deducted from the refund.

In the event of a non-compliant, incorrect or damaged product, once the issue has been verified and confirmed by our team, the return shipping costs will be borne by RVB LAB.

Products purchased online cannot be returned to RVB LAB physical stores or to stores that distribute RVB LAB products.

INTERNATIONAL RETURNS

For orders shipped outside Italy, the return request must be submitted by following the same procedure used for orders shipped within Italy.

To start the return procedure, click on the link:

👉 REQUEST A RETURN

Please remember that, in order to request a return, you must click on “Request a return”, enter the e-mail address used to place the order and access your order history.

Once logged in, find the order you wish to return and click on the “Request return” button next to the relevant order. Then follow all the steps shown in the procedure.

At the end of the request, you will receive a confirmation e-mail. Our team will then contact you to provide all the necessary instructions to ship the products back.

For international orders, return shipping costs are borne by the customer and the shipment must be arranged using a courier of the customer’s choice.

For international returns, the €5 return shipping fee will not be deducted from the refund.

The shipment must be sent to the following address:

RVBLAB
c/o Difarco S.r.l.
CA: Sig.ra Ramona Restifo
Via Guido Rossa, 3/13
20050 - Liscate (MI)
Italia

Please remember that products must be new, unused, intact and complete with their box, where applicable.

Once the return has been received, our team will check the condition of the products. Only if the check is successful will we proceed with the refund using the same payment method selected at checkout.

WHEN WILL YOU RECEIVE YOUR REFUND?

Once your return has reached our logistics centre, we will check that the products comply with the return conditions and, only if the check is successful, we will issue the refund.

The refund will be issued within 10 working days from the moment the returned product reaches our logistics centre.

Please note that a few days may pass between the date the return is shipped and the date it is received by our returns centre.

Depending on the payment method used, it may take up to 7 working days for the refund to become visible.

DID YOU RECEIVE THE WRONG PRODUCT OR IS A PRODUCT MISSING FROM YOUR PACKAGE?

If you believe you have received the wrong product, or if a product you ordered is missing from your package, please contact our Customer Care team through the contact form and select “Wrong/damaged deliveries” as the subject of your request.

Please attach photos or videos that may help us verify the issue and confirm whether the package was intact at the time of delivery.

Our team will contact you as soon as possible to find the most suitable solution.

DID YOU RECEIVE A NON-COMPLIANT OR DAMAGED PRODUCT?

If you received a non-compliant or damaged product, or if the package was damaged, please contact our Customer Care team through the contact form and select “Wrong/damaged deliveries” as the subject of your request.

Please include the following information in your request:

• photos or videos of the product and/or package;
• batch number, if available;
• order number;
• date on which the goods were received.

After the necessary checks, if the issue is confirmed, the return shipping costs will be fully borne by RVB LAB.

We will also arrange a product replacement or, if you prefer, issue a full refund, according to the solution agreed with our team.

DO YOU WANT TO EXCHANGE A PRODUCT YOU PURCHASED?

If you have changed your mind and would like to exchange a product, you will need to follow the return procedure and place a new order.

To start the return, click on “Request a return”, log in with the e-mail address used to place the order and follow the procedure shown.

At the moment, direct exchanges are not available.

DO YOU WANT TO CANCEL AN ORDER YOU PLACED?

Orders are managed automatically and processed in real time by our systems in order to reduce processing times. For this reason, once an order has been placed, it is packed shortly afterwards and cannot be cancelled or modified.

If you do not wish to keep all the products, we invite you to request a return as soon as you receive your order.

DO YOU WANT TO RETURN A DIGITAL GIFT CARD?

In the case of Digital Gift Cards or Gift Vouchers, the right of withdrawal cannot be exercised. Therefore, the amount spent to purchase this type of product will not be refunded.