Refund policy

Returns and Refunds

Last updated: August 19, 2026

LAVIEN Inc. offers two ways to return a purchase: a first-box satisfaction guarantee on the LAVIEN Collagen Program, and standard returns on unopened products.

35-day first-box satisfaction guarantee (LAVIEN Collagen Program)

This guarantee applies to your first LAVIEN Collagen Program purchase, whether you ordered a subscription or a one-time box.

If you are not satisfied, contact LAVIEN Concierge at hello@lavien.com within 35 calendar days of carrier-confirmed delivery. Include the email address used at checkout and your order number.

Once approved, we refund the amount paid for one first box to the original payment method. No product return is required for an approved claim. One claim is allowed per customer. Shipping charges and later subscription boxes are not covered.

Submitting a guarantee claim does not automatically cancel a subscription. If you also want to change or cancel future orders, ask Concierge separately or manage it in your account.

Standard returns (unopened products)

Outside the first-box satisfaction guarantee, products may be returned if they are unopened and unused within 14 days of the delivery date, in the original packaging, and in the same condition in which you received them.

Return shipping is charged at the USPS weighted rate.

Send returns to:
LAVIEN
3864 Bay Center Place
Hayward, CA 94545

Once we receive your package, we process the refund within 7 business days to the original payment method. You will receive an email when your return has been received and when the refund has been approved or declined. Depending on your bank or card issuer, it may take additional time for the credit to appear on your statement.

Non-returnable items

For health and hygiene reasons, we cannot accept returns of opened or used products except under the 35-day first-box satisfaction guarantee described above. Gift cards are non-returnable.

Damaged or incorrect deliveries

If your order arrives damaged or incorrect, keep the packaging, take clear photos of the box and the product, and contact us at hello@lavien.com so we can review the order and advise next steps. Damaged and incorrect deliveries are not subject to the 14-day window.

Exchanges

We replace items only if they are defective or damaged. Contact hello@lavien.com before sending anything back.

Questions

Email LAVIEN Concierge at hello@lavien.com. Include the email address used at checkout and your order number so we can locate your order.