Refund policy

Last updated: August 5, 2026

Thriv sells supplements, sports nutrition products, wellness products, and other physical goods.

Due to the ingestible, personal-use, health, hygiene, and storage-sensitive nature of many of our products, refunds and exchanges are limited to eligible damaged, defective, missing, or incorrect orders.

Customers must inspect their order immediately upon delivery.

1. Change-of-Mind Returns

Thriv does not offer refunds, returns, or exchanges because a customer:

  • Changes their mind

  • No longer wants the product

  • Orders the wrong product

  • Orders the wrong flavour, size, quantity, or variation

  • Does not like the taste, smell, or texture

  • Does not achieve their preferred or expected results

  • Finds the product unsuitable after opening or using it

  • Purchases the same product elsewhere at another price

  • Fails to read the product description, ingredients, warnings, or suggested use

Customers are responsible for reviewing all order details before confirming a purchase.

2. Eligible Issues

Thriv may offer a replacement, exchange, store credit, or refund where verification confirms that:

  • The wrong product was delivered.

  • A product was missing from the order.

  • The incorrect quantity was delivered.

  • A product was materially damaged during delivery.

  • A product arrived leaking, broken, opened, or visibly tampered with.

  • A product was expired at the time of delivery.

  • A product had a verified defect present at the time of delivery.

The remedy offered will depend on the nature of the issue, product availability, and applicable customer rights.

3. Reporting Deadline

Visible delivery issues must be reported immediately and no later than one hour after receiving the order.

Where possible, customers should notify the courier before accepting or opening a visibly damaged parcel.

Claims submitted after one hour may not be accepted where Thriv can no longer verify whether the damage, shortage, or error existed at the time of delivery.

Nothing in this policy limits any right that cannot legally be excluded.

4. Evidence Required

To submit a claim, customers must provide:

  • Their full name

  • Their order number

  • Their telephone number

  • A description of the issue

  • Clear photographs of the affected product

  • Clear photographs of the outer delivery packaging

  • Photographs of the product label

  • Photographs of the seal, damage, leakage, or incorrect item

  • Any other information reasonably requested by Thriv

Photographs should be clear, unedited, and show the product from multiple angles where necessary.

Claims with insufficient evidence may be delayed or declined.

5. Product Preservation

Customers must not consume, use, discard, alter, or return the affected product unless instructed by Thriv.

Customers must retain:

  • The product

  • Its original packaging

  • The delivery packaging

  • The order confirmation

  • Any seals, labels, inserts, or accessories

Thriv may need to inspect the product or arrange its collection before approving a replacement, store credit, or refund.

6. Opened or Used Products

Opened or used products are not eligible for return solely because of:

  • Taste

  • Texture

  • Smell

  • Personal preference

  • Lack of expected results

  • A change of mind

  • Failure to follow the suggested use

  • An individual sensitivity not caused by a verified product defect

An opened product may only be reviewed where the claimed issue could not reasonably have been identified without opening it, such as a verified manufacturing defect.

7. Allergies, Sensitivities, and Product Suitability

Customers are responsible for reviewing:

  • Ingredients

  • Allergen statements

  • Dietary information

  • Warnings

  • Age restrictions

  • Caffeine content

  • Suggested use

  • Storage instructions

A refund will not normally be provided where a customer purchases a product containing an ingredient or allergen that was clearly disclosed on the product packaging.

Customers with allergies, medical conditions, medication use, pregnancy, breastfeeding, or other health concerns should consult an appropriately qualified healthcare professional before purchasing or using a product.

8. Adverse Reactions

An adverse reaction does not automatically mean that a product is damaged or defective.

Customers experiencing an adverse reaction should stop using the product and obtain appropriate medical advice.

Thriv may request information including:

  • Product name

  • Batch or lot number

  • Expiry date

  • Serving consumed

  • Date and time of use

  • Other products or medications used

  • Photographs of the product and packaging

This information may be shared with the manufacturer, supplier, professional adviser, or relevant authority where appropriate and legally permitted.

9. Approved Replacements and Exchanges

Where an exchange or replacement is approved because of Thriv’s error or verified delivery damage:

  • Thriv will normally cover the reasonable redelivery cost.

  • The replacement will be subject to stock availability.

  • The affected product may need to be returned or collected.

  • The replacement will normally be for the same product.

If the same product is unavailable, Thriv may offer an alternative product, store credit, or refund.

10. Approved Refunds

Where a refund is approved, it will cover the eligible product or missing item.

The original delivery fee will only be refunded where appropriate, such as where the complete order was incorrect or unusable because of a verified error by Thriv.

Because Thriv currently accepts cash on delivery, approved refunds may be issued through:

  • Cash

  • Mobile payment

  • Store credit

  • Another method agreed between Thriv and the customer

The customer may be required to provide the information reasonably necessary to process the refund.

11. Items Not Eligible for Refund or Exchange

Unless damaged, defective, missing, incorrect, or otherwise required by law, the following are not eligible:

  • Opened supplements

  • Used products

  • Unsealed ingestible goods

  • Products with packaging damaged after delivery

  • Products stored incorrectly after delivery

  • Products exposed to heat, sunlight, moisture, or unsuitable conditions after delivery

  • Products returned without their original packaging

  • Products without proof of purchase

  • Free gifts or promotional items

  • Clearance or final-sale products

  • Products purchased from another retailer

  • Products altered, mixed, transferred, or repackaged by the customer

12. Order Cancellations

Cancellation requests must be submitted as soon as possible after placing an order.

An order may only be cancelled if it has not yet been:

  • Confirmed for fulfilment

  • Prepared

  • Packed

  • Assigned to a courier

  • Dispatched

Once processing or dispatch has started, cancellation is not guaranteed and may be refused.

Submitting a cancellation request does not mean that the order has been cancelled.

A cancellation is only valid after it has been confirmed by Thriv.

13. Incorrect Customer Information

Thriv is not responsible for additional costs caused by:

  • An incorrect address

  • An incomplete address

  • An invalid telephone number

  • Unanswered delivery calls

  • Customer unavailability

  • Incorrect products or quantities selected by the customer

Any redelivery or return costs caused by incorrect customer information may be charged to the customer.

14. Unauthorized Returns

Customers must not send or deliver a product back to Thriv without prior authorization.

Unauthorized returns may be refused and may not qualify for a refund, replacement, or exchange.

Thriv will provide return or collection instructions after approving a claim.

15. Abuse and Fraud Prevention

Thriv reserves the right to refuse a claim where there is reasonable evidence of:

  • Fraud

  • Repeated policy abuse

  • Altered photographs

  • Intentional product damage

  • False information

  • Unauthorized resale

  • A product purchased from another seller

  • Damage occurring after delivery

Thriv may restrict future orders where a customer repeatedly abuses the claims, refund, cash-on-delivery, or delivery process.

16. Mandatory Customer Rights

This policy explains Thriv’s commercial refund, cancellation, and exchange procedures.

It does not exclude, restrict, or replace any customer right or legal remedy that cannot be waived under applicable law.

17. Contact Us

For a damaged, missing, defective, or incorrect order, contact Thriv immediately:

Thriv

Website: www.thrivlb.com
Email: shopthriv@gmail.com
Telephone or WhatsApp: +961 79 311 687
Customer-service hours: 9:00 a.m. to 5:00 p.m.

Customers should include their order number, photographs, and a clear description of the issue in their first message.