Refund policy

REFUNDS AND RETURNS

If you would like to return an item, you must contact us within 30 days of delivery to request a return shipping label.

Simply follow these steps:

Let us know by one of the following methods that you'd like a refund, and which item you'd like to return:

  • Emailing us at: Support@civaroa.com
  • Direct messaging us at: @Prymova

We do not process return requests by phone call or voice message.

We will email you a prepaid return slip within 24–48 hours of your request. Place the item in a box or mailer and mail it back to us using the prepaid return label. We will initiate your refund as soon as we receive your package back to our warehouse and it has been processed. Your refund will be issued within 1–2 business days to the same payment method used for your original order. Once processed, it may take up to 10 business days for the return to appear on your account.

Please use the return shipping label supplied by us so your package is returned to the correct warehouse location. Items shipped to an incorrect address due to failure to contact us for a return label are not eligible for refund or reshipment. Returned products will be fully inspected before a refund is issued. Items MUST be unopened and sealed for refunds to be processed.

If you have not contacted us within 30 days of delivery to initiate a return, your item will NOT be refunded. We are not responsible for duplicate orders placed by the customer.

If a shipment is returned to us as undelivered, you may request a full refund OR we can reship your order at no additional shipping fee. **This does not apply to Refused Packages. See below.

REFUSED PACKAGES

If possible, please accept your package and contact us immediately so we can process the return properly.

If you refuse your package for any reason other than visible damage, you may receive a refund only if and when we receive it back at our warehouse.

If you refuse your package due to obvious damage, you will not be charged for return shipping or any processing fee. Once received, we can either refund your entire order (including shipping) or reship a new package at no cost.

If you open your package and discover defective or damaged items (such as a broken seal, leaking product, or punctured packaging), you may return it for a full refund or exchange. We will provide free return shipping and must receive the product back before issuing a refund or replacement.

Please contact us immediately if you refuse a package so we know it's on its way back.

PLEASE NOTE: Refused shipments have been known to get lost in transit and may not be returned to us. If your refused shipment does not reach our warehouse, we cannot issue a refund. Always use a return label generated by our customer service team to ensure we receive your return.

LOVE-IT GUARANTEE

OUR 100% "LOVE-IT" GUARANTEE: Try SuperFocus completely risk-free! We believe in our product and want you to be fully satisfied. If you don't absolutely love it for any reason, we'll give you a full refund on one opened (1) pouch of SuperFocus on your first subscription order. No questions asked!

A few things to keep in mind:

  • You must contact us within 30 days of delivery—no exceptions.
  • The Love-It Guarantee applies only to your first subscription order, not one-time purchases.
  • If you order and open two (2) pouches, you can only receive a refund on one (1) opened pouch.

Simply follow the return steps above to request your shipping label and refund.