Refund policy

Refund & Return Policy

Last updated: October 2, 2026

At Folliva, we want you to feel confident with every order. If something is not right, here is how returns and refunds work.

Returns at a glance

  • Unopened items — 14 days. Changed your mind? Return unopened, unused items within 14 days of delivery.
  • Opened items — the 90-Day Growth Guarantee. The Growth System only works if you actually use it, so opened kits are covered by our 90-day money-back guarantee instead of the standard return window.
  • Damaged, defective or wrong items — 7 days, replaced or refunded in full at our cost.

Return window

You have 14 days from the delivery date to request a return on eligible unopened items.

To start a return, email us at support@thefolliva.com with your order number and reason for return. We will respond within 1–3 business days with return instructions and the return address.

Eligibility

To be eligible for a standard return, items must be:

  • Unused and unopened in their original packaging
  • In the same condition you received them
  • Returned with all original components, accessories and documentation

For health and hygiene reasons, opened or used Folliva products are not eligible for a standard return. They are covered instead by the 90-Day Growth Guarantee below.

The 90-Day Growth Guarantee

We advertise a 90-day money-back guarantee, and this is how it works.

If you use the Growth System as directed for 90 consecutive days and do not see visible regrowth, email support@thefolliva.com and we will refund the purchase price of your order.

  • Request your refund within 30 days of finishing the 90-day period.
  • Include your order number and tell us how you used the system — no return of used product is required.
  • We may ask for photos taken at the start and end of the period. If you do not have them, that alone will not disqualify your claim.
  • One guarantee claim per customer or household.
  • Refunds cover the product purchase price. Original shipping charges, where paid, are not refunded.

The guarantee sits alongside your statutory rights — it does not replace or limit them.

Damaged, defective or wrong items

If your item arrives damaged or defective, or you received the wrong product, contact us within 7 days of delivery at support@thefolliva.com with:

  • Your order number
  • Photos or a short video showing the issue

We will send a replacement or issue a full refund at no cost to you, including return shipping.

Return shipping costs

Standard returns, including change of mind, are paid by the customer.

For damaged, defective or wrong items, we cover return shipping with a prepaid label.

We recommend using a trackable shipping method. We cannot be responsible for items lost in transit on the way back to us.

Refunds

Once we receive and inspect your return, we will email you to confirm.

Approved refunds are processed within 5–10 business days to your original payment method. Depending on your bank or card issuer, it may take an additional 3–5 business days for the funds to appear in your account.

Partial refunds

On standard returns, we may issue a partial refund if:

  • The item shows signs of use beyond what is needed to inspect it
  • Original packaging, accessories or components are missing or damaged
  • The item is returned more than 30 days after delivery

Partial refunds do not apply to 90-Day Growth Guarantee claims, which are refunded in full as described above.

Exchanges

We do not process direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.

Subscriptions

You can cancel a subscription at any time before your next renewal, and cancellation applies to future shipments. Shipments already dispatched are handled under this policy like any other order. See our Purchase & Cancellation Policy for details.

Warranty

All Folliva devices come with a 1-year limited manufacturer warranty covering defects in materials and workmanship under normal use.

The warranty does not cover:

  • Damage caused by misuse, accidents or failure to follow the user manual
  • Normal wear and tear
  • Cosmetic damage, such as scratches or dents, that does not affect function
  • Products that have been modified, disassembled or repaired by unauthorized parties
  • Damage from using non-approved accessories or power sources

To file a warranty claim, email support@thefolliva.com with your order number, a description of the issue, and photos or video showing the defect.

How to start a return

  1. Email support@thefolliva.com within 14 days of delivery
  2. Include your order number and reason for return
  3. We will reply with return instructions and the return address
  4. Ship the item back within 14 days of receiving instructions
  5. Once received and inspected, we will process your refund

Questions?

Reach out anytime. Our support team is here to help.

Email: support@thefolliva.com
Website: thefolliva.com

Policy updates

We may update this policy from time to time. The version posted on thefolliva.com at the time of your purchase is the one that applies to your order.