Refund policy

Last updated: 21 October 2026. Version 1.0

Returns, Right of Withdrawal and Guarantees

This policy applies to products bought from ivory-therapy.com and from our points of sale, sold by Ivory World, Lda. ("IVORY", "we", "us"), NIPC 516 906 739, email care@ivory-therapy.com.

1. Scope

This policy covers products. The online psychology consultations are not products: their cancellation and refund rules are in Part II of our Terms and summarised in our Cancellation Policy. A session voucher included with a product is covered in section 9 below.

2. Your legal right of withdrawal: 14 days

If you are a consumer and bought at a distance (online), you can withdraw from the purchase within 14 days, without giving a reason.

Deadline: 14 days from the day you, or a person you named (other than the carrier), receive the goods. If the goods of one order arrive separately, the 14 days run from receipt of the last one.
How to withdraw: use our returns portal at https://returns.reveni.io/ivory-therapy, or send an email to care@ivory-therapy.com, or use the model withdrawal form in the Annex, or send any clear statement that you withdraw. If you bought in person or paid in cash, email us. It is enough to send your notice before the 14 days end.
Our refund: we refund all payments we received from you for the order, including the cost of standard delivery, within 14 days of being informed of your decision. We use the payment method you used, at no cost to you, unless you agree otherwise. We may hold the refund until we receive the goods or you show proof that you sent them back, whichever is first.
Extra delivery cost: if you chose a delivery method more expensive than our standard one, the extra cost is not refunded.
Returning the goods: send them back without delay and within 14 days of telling us your decision. The cost of returning the goods is borne by you. Please package the items safely.
Condition of the goods: you are responsible only for a reduction in value caused by handling beyond what is needed to check the nature, characteristics and working of the goods. Try an item as you would in a shop, not more.
Exceptions: the legal exceptions to the right of withdrawal (for example goods made to your specifications or clearly personalised, and sealed goods that cannot be returned for health or hygiene reasons once they have been unsealed after delivery) apply as the law provides. If one of them applies to a product, we say so on its product page before you buy.
Purchases at our points of sale and events: you can also return these through the portal or by email. Where the law treats a purchase at a booth or event as made outside our premises, the 14-day right of withdrawal also applies to it.

3. Our 50-day return policy

In addition to your legal right, if you change your mind or the size does not fit, you can return or exchange your items within 50 days of the day you received them. You do not need to explain why. This period is extra: it does not limit, shorten or replace your 14-day legal right, which applies as described in section 2.

The items must be unused, unwashed and in their original condition, with labels.
Exchanges are subject to stock availability. If the size you want is not available, you can return the item for a refund.
Return costs for returns made under the 50-day policy are borne by you.
Refunds follow section 10.

4. How to return or exchange

Go to https://returns.reveni.io/ivory-therapy (for purchases made online or in person) and enter your order number and the email address used for the purchase.
Choose return or exchange and the reason. You will receive a confirmation email in which we review your request. If it is approved, follow the instructions in that email.
Check that the items are in their original condition and package them safely.
Send the parcel back as instructed and keep your proof of dispatch. Upload the tracking number in the portal if it asks for it.
If you paid in cash, email care@ivory-therapy.com with your order details.

Return options by region:

Option	Portugal	Spain	EU	Other countries
Return on your own	Available	Available	Available	Available. If the portal does not offer your country, email care@ivory-therapy.com
Home pick-up	Not available	Not available	Not available	Not available
Drop-off point (return label)	Not yet	Not yet	Not yet	Not yet

5. Instant refund with Reveni (optional)

The returns portal is provided by Reveni. If you wish, Reveni can advance your refund before we receive the parcel. Using this service is optional and does not change your legal rights.

Cost: none. The service is free for you and does not reduce your refund.
What you need: your tracking number, uploaded in the Reveni portal. If you have none, write to support@reveni.io after you send the parcel back.
Speed: refunds to a bank account arrive within seconds (available in Portugal and Spain only); refunds to the original payment method take 1 to 4 days depending on the method; store credit is immediate. Store credit is offered only as a choice and is never imposed on you.
Why Reveni asks for your IBAN: the instant refund to a bank account works through the account, not through your card. Reveni does not have access to your card details.
If you do not send the goods back: the amount advanced must be returned. Reveni's own terms explain the procedure.
If you change your mind after an instant refund: write to Reveni at support@reveni.io, who will tell you how to return the amount.
If you do not receive the refund: check your bank statement or card statement first. If it is still missing, contact support@reveni.io or us at care@ivory-therapy.com.
Your data: Reveni handles your data under the GDPR. You accept its terms in the portal. Reveni contacts you only if your return is delayed.
Defective items: do not use the instant-refund route for a defective or wrong item. Contact us at care@ivory-therapy.com (see sections 7 and 8).

6. Orders delivered outside the European Union

You can also return orders delivered outside the European Union, by the same procedure and under the same rules as in sections 2 to 4. The costs of return shipping and any customs charges are borne by you; refunds do not include import duties paid to customs unless the authority refunds them to you. If you live outside the EU, you keep the mandatory consumer rights of your country, such as the 14-day cancellation right in the United Kingdom, and nothing in this policy limits them.

7. Legal guarantee of conformity: 3 years

All goods we sell are covered by the legal guarantee for lack of conformity (Decree-Law 84/2021).

Period: we are liable for any lack of conformity that appears within three years of delivery. If it appears within the first two years, it is presumed to have existed at delivery.
Your rights: you can choose repair or replacement. If these are not possible or are disproportionate, or are not done within a reasonable time, you can ask for a price reduction or end the contract and get a refund.
Cost: repair, replacement and return shipping are free for you. You do not pay anything in advance: we bear the cost of sending the item back, or send a prepaid label.
Time: we complete the repair or replacement within a reasonable time and in any case within 30 days.
How to claim: email care@ivory-therapy.com with your order number, a short description and photographs. We will explain the next steps.
What is not covered: normal wear and tear, and damage caused by misuse or by not following the care instructions.

This is a legal right. Our 50-day return policy is not a guarantee and does not replace it. No shorter period applies to you.

8. Damaged or wrong items

If your parcel arrives damaged, or you receive a different item from the one you ordered, email care@ivory-therapy.com as soon as possible with photographs, your order number and your contact details. We deal with the carrier ourselves: you do not have to. You can choose a replacement (if the item is in stock) or a refund, and the return shipping is at our cost.

9. Effect of a return on the session voucher

Every item with a price above 0, other than a Healing Giftcard, includes one session voucher for an individual online psychology consultation, to be used by an adult aged 18 or over (Part II of our Terms, Session Voucher).

Return before the session has taken place: if you return the item (under your 14-day right or the 50-day policy) before its included session has taken place, that session is cancelled and the voucher can no longer be used.
Return after the session has taken place: the return is not affected and nothing is charged for the session that took place.
Items without a voucher: free items and items with a value of 0 euros do not include a voucher, so returning them has no effect on any session.
Gift cards: buying a Healing Giftcard does not include a voucher, so withdrawing from or returning a gift card has no effect on any session. The item you pay for with the gift card includes a voucher.
Privacy: to cancel a voucher we need only the voucher code and its status. We never ask about, and the clinical team never shares, whether, when or with whom a session took place.

10. When you receive your refund

We refund within 14 days of being informed of your withdrawal, and within 14 days of approving any other return. The refund goes to the original payment method, or to the method you choose in the portal.

Refund method	Time after the refund is sent
Original payment method (standard)	Depends on your bank or card issuer, usually a few business days
Instant refund to a bank account (Portugal and Spain)	Within seconds
Instant refund to the original payment method	1 to 4 days, depending on the method
Store credit (only if you choose it)	Immediate

11. Contact, Complaints Book and dispute resolution

Email: care@ivory-therapy.com. IVORY does not offer phone support.
Complaints book. You can complain in the Electronic Complaints Book at www.livroreclamacoes.pt, or contact us at care@ivory-therapy.com.
Alternative dispute resolution. For a consumer dispute about the purchase of products, you can use a consumer dispute resolution body: the consumer arbitration centre for the area where you live or, if none applies, the CNIACC (www.cniacc.pt). The list of bodies is at www.consumidor.gov.pt. Disputes of up to 5,000 euros are subject to mandatory arbitration if you choose it (Law 24/96, Art. 14(2)). For cross-border disputes in the European Union you can contact the European Consumer Centre Portugal (cec.consumidor.pt).

This policy is currently published in English only; Portuguese and Spanish versions will follow. Once a Portuguese version is published, it prevails in case of divergence, and information for consumers in Portugal is available in Portuguese (Law 24/96, Art. 7). The version in force when you place an order applies to that order.