The TheyaVue refund policy, step by step
Call +1 (315) 724-2018 with your order ID to start a return. Pack the bottles, used or not, with your name, email and order ID, and ship them tracked to 1411 Broadway, Floor 8, New York, NY 10018, USA, at your own cost. Refunds show 3-5 business days after the return is credited, then more time to post. A chargeback is slower, and the website inbox cannot process a refund.
Before you pack anything
This page is the procedure. The terms behind it, what the 60 days actually promises and what it does not, sit on the guarantee page. Read that first if you have not decided whether to return an order; read this page once you have.
Every return begins the same way, with a call to +1 (315) 724-2018. There is no return form on this site and no way to start a return by email. The steps below assume you have already made that call and are ready to pack the box.
The return process, step by step
Check the date
Count from your purchase date, not the day the order arrived or the day you opened a bottle. You need to be inside 60 days to qualify.Call +1 (315) 724-2018 and give your order ID
This is the order desk, the only place a return is opened. Have the order ID from your confirmation email ready before you dial.Pack the bottles, used or not
Include your full name, email and order ID on a slip inside the box, exactly as the desk describes: full name, email and order ID.Address the package
1411 Broadway, Floor 8, New York, NY 10018, USA. Write it exactly as printed; a return desk that cannot match a package to a name and order ID cannot credit it.Ship it tracked, and keep the receipt
The buyer pays return shipping. Use a tracked service and keep the receipt. The tracking number is your proof the package was sent and when.Wait for the return to be credited
Refunds show 3-5 business days after the return is credited, then 5-10 days to show on the card after that point, not from the day you dropped the box off.
What to put in the return package
| What goes in the box | Why |
|---|---|
| The bottles you are returning | Full or partly used; the guarantee does not require unopened bottles. |
| Your full name | Matches the order and avoids a package that arrives with no way to identify whose it is. |
| Your email | A second way to match the return to the right account if the order ID is misread. |
| Your order ID | The single detail the order desk uses to find your purchase and process the credit. |
A bottle with no note inside it, mailed to the right address, still risks sitting unmatched at the other end. The three details above cost a minute to write on a slip of paper and are the difference between a return that gets credited quickly and one that needs a follow-up call to sort out.
A printed copy of the order confirmation email covers all three details at once and is the simplest thing to drop in the box if you would rather not write anything by hand. Either way, the order ID is the one piece the order desk will ask for again if anything about the package is unclear once it arrives.
How the refund timeline actually breaks down
| Stage | How long |
|---|---|
| Tracked shipment to New York | Depends on the carrier and service chosen; not stated by this policy |
| Return credited once received | 3-5 business days after the return is credited |
| Credit posts to your card | then 5-10 days to show on the card |
Two separate clocks run here. The order desk's clock starts when the package is received and checked in, not when you drop it at the carrier. Your card issuer's clock starts after that, once the seller has actually issued the credit, and this policy has no influence over how a bank or card network schedules that second stretch.
A return mailed on day 58 of the 60-day window still qualifies, since the window governs when you start the return, not when the refund finishes landing on your statement.
Add up a realistic total and most returns take somewhere between one and three weeks from the day the box ships to the day the money is back on a card, once shipping time, check-in time and the card issuer's own posting time are all counted together. That range is not a promise; it is what the two published stages, stacked end to end, come out to.
Partly used bottles and partial kits
The guarantee does not ask for unopened bottles. A kit with one empty bottle and two full ones can still be returned as a whole order. There is no published deduction for capsules already taken, and no published requirement to send back an empty bottle at all rather than just the full ones, though the order desk can confirm what they want included when you call.
A three or six-bottle kit is a single order with a single order ID. Returning part of it, such as two bottles out of six, is a question for the order desk rather than something this page can promise a partial refund for on its own.
This is a purchase term, not a comment on the product. It exists so someone who tries the capsule for a few weeks and decides it is not for them can still return the order, rather than only being able to return bottles nobody has touched. The trade-off, covered on the guarantee page, is that the 60-day clock keeps running regardless of how many bottles are still sealed when you call.
Chargebacks versus calling the order desk
A chargeback and a refund claim are not the same process. Calling +1 (315) 724-2018 and following the steps on this page reaches the seller directly and is generally faster than disputing the charge with your card issuer, which can take weeks and does not require the seller to agree with the outcome.
Filing a chargeback before giving the order desk a chance to process a return can also complicate the return itself, since a seller handling a bank dispute and a mailed-back bottle at the same time is dealing with two separate processes for one order.
The straightforward path is the one this page describes: call, get a return address, ship the bottles back tracked, and let the refund timing play out before escalating anywhere else.
A chargeback still has its place if a return genuinely goes nowhere, a call is ignored or a refund never shows up after a reasonable wait. It is a last step here, not a first one, because it settles a dispute with your bank rather than with the people who can actually process the return.
The website inbox cannot see your order
| Website contact inbox | Order desk | |
|---|---|---|
| What it handles | Page content, typos, privacy and press questions | Orders, tracking, changes and refunds |
| Can it see your order? | No | Yes |
| How to reach it | Email, answered Mon-Fri 9:00am-5:00pm ET | Phone, +1 (315) 724-2018 |
| Right place for a return? | No | Yes |
Sending a refund request to the website inbox does not start a return. That inbox cannot look up an order, and forwarding the message on to someone who can takes longer than simply calling the order desk in the first place. This site publishes no separate sales email address for orders or refunds; the phone number is the fastest real path either way.
Refund Policy: common questions
What is the first step in a TheyaVue return?
Call +1 (315) 724-2018 with your order ID. The order desk opens every return; there is no online form.
Do I need to return unopened bottles?
No. Partly used bottles are still eligible under the guarantee.
What should I write on a slip inside the box?
Your full name, email and order ID, so the return can be matched to your purchase.
Where does the return ship to?
1411 Broadway, Floor 8, New York, NY 10018, USA.
Who pays for return shipping?
The buyer, using a tracked service. Keep the receipt and tracking number.
How long until I see my money back?
3-5 business days after the return is credited, then 5-10 days to show on the card, counted from when the return is received and credited, not from when you mail it.
Can I dispute the charge with my bank instead of returning it?
You can, but a chargeback is a separate, generally slower process than calling the order desk, and starting one can complicate a return already in progress.
Can the website contact email process my refund?
No. That inbox cannot see order records. Refunds go through the order desk by phone.
What if I only want to return some bottles from a six-bottle kit?
Call the order desk; a partial return from one order is something they confirm case by case, not something this page can promise on its own.
Is there a restocking fee?
None is published in the material we hold. This page describes only what is stated: a refund of the product price once a tracked return is credited.
Keep reading
The 60-day guarantee, explained
What the window covers, what it does not, and how the claim call works.
Read →TheyaVue kit prices
The three kits at $59, $147 and $234, and how the guarantee lines up against each one.
Read →How TheyaVue ships
Where orders ship from, tracking and what to do about a late or damaged box.
Read →Order TheyaVue from the authorized retailer
60 servings per bottle, 1 to 2 droppers a day. Kits of 2, 3 or 6 bottles run from $39 a bottle on the sales page, with a 60-day money-back guarantee. Questions first? Call +1 (315) 724-2018.
