Refund policy

Last updated: 17 August 2026

This policy explains our 90-Day Money-Back Guarantee, how returns work, when we refund without a return, and what is not covered. It forms part of our Terms of Service and Conditions of Sale, and where these documents differ on any matter this policy addresses, this policy controls.

All refund and return requests start by emailing info@gavanci.com. We reply to every enquiry within 24 hours.

1. At a Glance

Situation	What happens
Not satisfied with your first order	90-Day Money-Back Guarantee. Contact us and we confirm how to return; we refund the product price.
Order arrived damaged, defective, or incorrect	Full refund or replacement. No return needed. Report within 14 days with photos.
Order lost or stolen in transit	Replacement or refund. See Section 8.
Order confirmed delivered, then went missing	Not eligible. Carrier delivery confirmation is treated as proof of delivery.
Want to cancel before dispatch	Email within 24 hours of ordering. We will try to stop it.
Renewal charged but not yet shipped	Refundable, except your first renewal. Email us immediately.
Renewal charged and already shipped	Not refundable. You may claim under the guarantee if eligible.
Changed your mind, UK or EU	14-day statutory right to cancel. See Section 13.

2. Our 90-Day Money-Back Guarantee

If you are not satisfied with your first order, you may claim a refund within 90 days of the date your order was delivered.

Opened bottles are accepted. We expect you to try the product, so a broken seal does not disqualify a claim.

How to claim

1. Email info@gavanci.com within 90 days of delivery. Include your order number and the email address used to place the order. Tell us briefly why you are claiming.
2. We reply within 24 hours and confirm how to proceed, including the return address and instructions where a return is required.
3. Where a return is required, send the product to the address we give you. You are responsible for the cost of return shipping. We recommend using a tracked service, because we process refunds on confirmed receipt.
4. Once we receive and inspect the return, we approve the refund and email you a confirmation showing the amount refunded.

Do not send a return without contacting us first. Returns sent without a prior request cannot be identified or processed, and we are unable to accept them. Our returns facility is located outside the country in which you placed your order, so the correct address will be confirmed to you by email when you claim.

Where return shipping would cost more than the order. Our returns facility is international, and for smaller orders the cost of returning the goods can be disproportionate to the value of the order. Where that is the case, tell us when you claim. We may approve your refund without requiring a return, or ask you to dispose of the product instead of shipping it back. This is assessed case by case and is offered so that the guarantee remains usable, not as a right under this policy.

What we refund

• We refund the price you paid for the product.
• Shipping charges you paid at checkout are not refundable, and neither is the cost of returning the product to us.
• Where your order qualified for free shipping, no shipping charge was applied, so the full amount you paid for the order is refunded.
• Shipping Protection is not refundable once the order it applies to has been dispatched, because the service has already been provided for that shipment.

Limits on the guarantee

• One claim per customer or household.
• The guarantee applies to your initial order only. Subscription renewal shipments are not covered by the guarantee; renewals are managed through cancellation, skipping, or pausing before the charge, and through Section 6 below.
• The 90-day period runs from delivery of your initial order and does not reset with renewal shipments, replacements, or subsequent purchases.
• The guarantee applies only to products purchased directly from www.gavanci.com. Products bought through any third-party retailer or reseller are subject to that seller's policy.
• We reserve the right to decline a claim where we have reasonable grounds to suspect abuse, fraud, or resale activity. See Section 11.

3. Bundles and Multi-Unit Orders

Where your order was a bundle or multi-unit offer, such as a buy-one-get-one offer or a multi-bottle pack, all units from that order must be returned, including any unit supplied free as part of the offer. The bundle price was set on the basis of the full bundle, so a partial return does not entitle you to a proportionate refund.

We do not accept partial returns. Where circumstances warrant it, we may offer a partial refund at our sole discretion as an alternative resolution, but this is decided case by case and is not a right under this policy.

4. Free Gifts, Bonuses, and Digital Items

Free physical items included with your order, such as an accessory or applicator supplied with the product, are part of the bundle and must be returned with it where they formed part of the order being returned.

Any complimentary digital product we provide, such as a guide or e-book delivered as a PDF, carries no refund value, cannot be returned, and remains yours to keep regardless of whether you claim a refund.

5. Cancelling an Order Before Dispatch

We dispatch quickly, so cancellation is only possible before your order leaves the warehouse.

Email info@gavanci.com within 24 hours of placing your order, stating your order number and that you wish to cancel. If your order has not yet been dispatched, we will cancel it and refund you in full.

If your order has already been dispatched and you have received a shipping confirmation email, we may attempt to intercept the shipment, but we cannot guarantee that this will succeed. Where interception is not possible, the order cannot be cancelled or refunded at that stage. You may return it once it arrives, under the guarantee in Section 2 if eligible.

The sooner you email us, the more likely we are to be able to stop the order.

6. Subscription Renewals

Your subscription sends you three notices before every renewal charge: your order confirmation when you subscribe, a reminder before each charge sent at least 7 days in advance (15 days in advance where your billing interval is 30 days or longer), and a final reminder one day before each charge. Each one contains the amount, the charge date, and a direct link to the customer portal where you can cancel, skip, pause, or modify.

To avoid a renewal charge, cancel or skip at least 24 hours before your scheduled billing date. Full instructions are in our Cancellation Policy.

If a renewal has been charged but not yet shipped. Email info@gavanci.com immediately. If the order has not yet been dispatched, we will cancel it and refund you in full. This does not apply to your first renewal, which is part of the minimum commitment attached to your introductory discount and was disclosed on the product page, at checkout, and in your order confirmation email.

If a renewal has been charged and already shipped. The order cannot be cancelled or refunded at that stage, because it is already in transit. Cancelling stops all future renewals.

Cancelling does not retroactively refund charges already billed and fulfilled.

7. Damaged, Defective, or Incorrect Items

Please inspect your order on arrival. If it arrives damaged, leaking, defective, or incorrect, email info@gavanci.com within 14 days of delivery.

Where a claim is verified, we issue a full refund or a replacement, and you do not need to return anything to us.

What we need from you

• A photograph of the damaged, defective, or incorrect product.
• A photograph of the outer shipping packaging.
• A photograph of the shipping label showing your name and order.

Verification

Because we resolve these claims without requiring a return, we verify them before approving. We may ask you to provide the original unedited image files, or to send a further photograph of the item from a different angle alongside a handwritten note showing your order number and the current date. This is a routine step and takes a moment.

Where a claim is supported by images that have been fabricated, digitally altered, generated, or taken from another source, we will decline it. See Section 11.

8. Lost or Stolen Packages

Carrier delivery confirmation is treated as sufficient proof of delivery, with or without a signature.

Where delivery is confirmed and proof of delivery is available, the order is treated as fulfilled and is not eligible for a refund or replacement, whether or not Shipping Protection was purchased. This includes packages taken from a doorstep, porch, mailroom, lobby, or other location after delivery. Securing deliveries at your address is your responsibility, and we recommend contacting your carrier and local authorities in the event of theft.

Where your order is lost or stolen in transit, or the carrier claims delivery but no proof of delivery can be obtained:

• With Shipping Protection, we send a replacement at no cost to you, or issue a full refund where a replacement is not possible.
• Without Shipping Protection, we investigate with the carrier and decide, at our discretion, whether to issue a replacement or a full or partial refund.

Before reporting a missing package, please allow 24 hours from the delivery scan. Carriers sometimes mark a package as delivered up to a day before it actually arrives.

Wrong address. If the carrier delivered to the wrong address through carrier error, we arrange a replacement or refund once verified. If the address you provided was incorrect or incomplete, the order is not eligible once marked as delivered.

9. How Refunds Are Processed

• Approved refunds are issued to your original payment method.
• We process approved refunds within 5 to 10 business days.
• You receive an email confirming the refund and the exact amount once it has been issued.
• Your bank or card issuer may take additional time to post the credit to your statement, sometimes a further billing cycle.
• If your payment provider no longer permits a refund to the original method, for example because the card has expired or been closed, we will arrange an alternative method with you.
• If more than 15 business days have passed since we confirmed your refund and it has not appeared, contact info@gavanci.com and we will investigate.

10. What Is Not Refundable

• Requests made more than 90 days after delivery of your initial order.
• Subscription renewal orders that have already been dispatched. Cancelling stops future renewals but does not reverse a shipped order.
• Your first renewal, which forms part of the minimum commitment attached to your introductory discount.
• Orders confirmed delivered by the carrier where proof of delivery is available.
• Shipping charges paid at checkout, and the cost of returning a product to us.
• Shipping Protection, once the order it applies to has been dispatched.
• Partial returns of a bundle, where not all units from the order are returned.
• Returns sent to us without contacting us first, which we are unable to identify or process.
• Products purchased through third-party retailers or resellers.
• Claims we decline under Section 11.

11. Abuse and Misuse of This Policy

To keep this policy workable for genuine customers, we reserve the right to review and decline requests, and to restrict future access to our guarantee and to our store, where we have reasonable grounds to believe that:

• A claim is supported by fabricated, digitally altered, generated, or misappropriated evidence.
• Repeated claims or disputes have been made that are inconsistent with normal product use.
• The guarantee has already been claimed by the same customer or household.
• Products have been purchased for resale, export, or other commercial purposes.
• Payment systems have been misused, or the information provided is false or incomplete.

Where this applies we may decline the claim, cancel any active subscription, close the account, and refuse future orders. We reserve any other remedy available to us in cases of fraud.

12. Before You Dispute a Charge

If you see a charge you do not recognise, check your statement for the descriptors GAVANCI SP or SP GAVANCI, which is how our charges appear.

Please contact us first at info@gavanci.com. We reply within 24 hours and resolve the large majority of billing questions the same day. A direct request is almost always faster than a formal dispute, which typically takes a payment provider between 30 and 70 days to resolve, during which no refund is issued either way.

We keep records of your order, your subscription enrolment, your acceptance of our terms at checkout, every notice we sent you, delivery tracking and confirmation, and our correspondence with you, and we may present that documentation in response to a dispute.

13. Additional Rights for Customers in the United Kingdom and the European Union

These rights apply in addition to the guarantee above and are not affected by it. Nothing in this policy limits your statutory rights.

Your right to cancel. You have the right to cancel your order within 14 days without giving any reason. The period ends 14 days after the day you, or someone you nominate other than the carrier, receive the goods. Where you placed a subscription order, cancelling within this period ends both the order and the subscription, and the minimum commitment does not apply to you.

How to cancel. Email info@gavanci.com with a clear statement that you wish to cancel, or use the model cancellation form at the end of our Terms of Service. We acknowledge cancellations without delay. You may also cancel a subscription through the customer portal.

Sealed goods exception. The right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery. Our products are sealed supplements, so an item whose seal has been broken cannot be returned under this statutory right. Sealed, unopened items may be returned in full. Our 90-Day Money-Back Guarantee in Section 2 remains available to you for opened product.

Returning the goods. Send the goods back without undue delay and no later than 14 days after telling us you are cancelling. You are responsible for the direct cost of returning the goods to us. Return them to the address we provide when you contact us, and we recommend a tracked service.

Refunds. We refund all payments received from you, including the standard delivery cost of sending the goods to you, no later than 14 days after we receive the goods back or after you provide evidence of having sent them, whichever is earlier. Where you chose a more expensive delivery option than our cheapest standard method, we refund the standard cost only. We may reduce a refund to reflect any diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.

Faulty goods. Where goods are faulty, not as described, or not of satisfactory quality, we pay the cost of return and your statutory remedies apply in full.

14. Additional Rights for Customers in Canada

Nothing in this policy limits or excludes any right you have under applicable federal or provincial consumer protection legislation, including the consumer protection statutes of Ontario, British Columbia, Alberta, and Quebec.

Where provincial law gives you a right to cancel a distance contract, or a right arising from a failure to disclose required information, that right applies in addition to this policy. Quebec residents retain their rights under the Consumer Protection Act in full, including in relation to distance contracts and contracts with recurring payments.

15. Additional Rights for Customers in Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies any guarantee, right, or remedy conferred by the Australian Consumer Law that cannot lawfully be excluded.

16. Returns Held or Refused in Transit

International returns occasionally encounter customs delays, holds, or refusals. If this happens to your return, email info@gavanci.com with your tracking number and any documentation the carrier provided. We will review the circumstances and decide on an appropriate resolution case by case. Contact us as soon as you are aware of the problem rather than waiting.

17. Changes to This Policy

We may update this policy from time to time. The version in effect on the date you placed your order governs that order.

18. Contact Us

SOGY HOLDINGS LLC (trading as Gavanci) 30 N Gould St, Ste R Sheridan, WY 82801 United States

Email: info@gavanci.com We reply to every enquiry within 24 hours.

Returns are received at our international returns facility, and the address is confirmed to you by email when you contact us to claim. Please do not send returns to our registered office address.