Last Updated: November 2025
At IV Shop, we value your trust and aim to ensure a reliable, transparent shopping experience.
Because we supply medical-grade IV, IM, and supplement products, our return and refund process follows strict safety and regulatory standards.
- Eligibility for Returns
Due to health and safety regulations, we can only accept returns or exchanges for products that meet one or more of the following conditions:
- The product was damaged during delivery.
- The product you received is incorrect or does not match your order.
Returns are not accepted for:
- Opened, used, or partially used products.
- Products damaged through misuse or improper storage.
- Items returned without prior authorization.
- Reporting a Return
If your order arrives damaged or incorrect:
- Notify us within 48 hours of delivery by emailing info@ivshop.co.za.
- Include your order number and clear photos of the affected item(s).
- Once reviewed, our team will provide instructions for the return or replacement.
- Return Conditions
To qualify for a return:
- Items must be unopened, unused, and in original packaging.
- The product must include all original labels and inserts.
- Items must be returned to the address provided by our support team.
Any returns received without prior approval will not be accepted or refunded.
- Refunds
Once we receive and inspect the returned item(s):
- Approved refunds will be processed within 7–10 business days.
- Refunds will be made to your original payment method only.
- You will receive confirmation once the refund is complete.
Refunds are not available for:
- Delays caused by couriers or external factors beyond our control.
- Products returned in used or opened condition.
- Customer error in product selection.
- Exchanges
If an incorrect item was sent, we will:
- Ship the correct product at no additional charge once the original item is returned, or
- Offer a full refund if the replacement item is unavailable.
- Shipping Costs for Returns
- If IV Shop is at fault (wrong or damaged product), we cover all return shipping costs.
- If a return is made without valid reason or authorization, the customer may be responsible for return shipping fees.
- Damaged or Faulty Items
Every product is inspected before dispatch. However, if you receive a faulty or damaged product:
- Contact us immediately with photo evidence.
- Do not dispose of the item before our team provides instructions.
We will arrange for a replacement or refund as quickly as possible once verified.
- Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned:
- IV drips or infusion bags
- Intramuscular (IM) injection products
- Peptides and supplements
- Opened or partially used consumables
- Contact for Returns
For all return, exchange, or refund enquiries, contact our support team:
Email: info@ivshop.co.za
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