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Refund Policy

Visivra Refund Policy

Visivra Team at Govisivra · physician review: Dr. Preston Sullivan, MD · last revised September 30, 2026

60 days from the date of purchase, claimed by telephone with an order ID.

Ask for a return authorisation before posting anything, send the bottles to the Hudson Street address with your name, email and order ID inside, and allow three to five business days to process and five to ten on the card. Return postage is the buyer’s.

The formal version of the guarantee, in the order the steps actually happen, with the two addresses kept apart because sending a return to the wrong one costs a fortnight.

The window

The Visivra refund window


Length	60 days
Counted from	The date of purchase, shown on the order confirmation
Not counted from	The date of dispatch, and not the date of delivery
Opened by	A call to the order desk quoting the order ID
Return address	205 Hudson Street, Floor 7, New York, NY 10013, USA
Return postage	The buyer’s, except where the parcel arrived damaged, wrong or defective through the seller’s error
Refunded	The purchase price of the returned bottles
Not refunded	Outbound shipping, and return postage in the ordinary case
Processing	3 to 5 business days after the return is received
On the card	A further 5 to 10 days, which belongs to your bank

Read the order confirmation rather than the dispatch notice: the purchase date is on the first one, and it is the date the window runs from.

There is one date worth writing down. Day fifty from purchase leaves ten days to make the call, receive the authorisation and get the parcel into the post before the window closes.

The procedure

How to return Visivra, step by step

Ring the order desk with your order ID

The number sits on the order email and in the footer of every page here. The website address cannot see orders, so it cannot open a refund for you.

Ask for a return authorisation and confirm the address

Returns go to 205 Hudson Street, Floor 7, New York. Do not post anything before you hold that authorisation: a parcel that arrives unannounced can be refused.

Put your full name, email and order ID inside the box

A box with nothing in it naming the buyer is the commonest reason a refund sits still for a fortnight.

Send it with tracking, at your own cost

Return postage belongs to the buyer. Keep the tracking number until the money lands, because it is the only proof the parcel arrived.

Allow 3 to 5 business days to process, then 5 to 10 on the card

Two separate waits, and the second one belongs to your bank rather than to this desk.

Addresses

Where Visivra returns must not go

Two addresses appear on this website and only one of them accepts returns.

Address	What it is	Accepts returns?
60 Wall Street, Floor 4, New York, NY 10005, USA	Correspondence address	No
205 Hudson Street, Floor 7, New York, NY 10013, USA	Returns address	Yes, with an authorisation

A parcel sent to the office address is not lost, but it has to be moved before it can be processed, and the window does not pause while that happens.

Put your full name, the email you ordered with and the order ID on a sheet inside the box. A box with nothing in it naming the buyer is the commonest reason a refund sits still.

Exclusions

What the Visivra refund policy does not cover

Bottles bought outside this channel. The window attaches to an order this desk can see.
Outbound shipping. It is a service that was delivered.
Return postage in the ordinary case. Use a tracked service and keep the number until the money lands.
A medical outcome. This is a purchase policy and it promises nothing about your eyes.
Anything after the window closes. The date is on the order confirmation.

If a parcel arrived damaged, wrong or defective, photograph it before opening anything and ring the order desk the same day. That is the one case where the postage is not yours.

Common objections

The five ways a Visivra refund actually stalls

This desk sees the same handful of problems, and every one of them is avoidable with something you already have.

What happened	What it costs	The fix
The box arrived with nothing in it naming the buyer	Days, while the desk works out whose it is	Put your full name, the email you ordered with and the order ID on a sheet inside the box.
The parcel was posted before an authorisation existed	It can be refused outright	Ring first. The authorisation is what tells the returns address to expect you.
It went to the office address	It has to be moved, and the window does not pause	Returns go to the Hudson Street address and only there.
It was sent untracked	There is no proof it arrived	Use a tracked service and keep the number until the money lands.
The call was made on day fifty-eight	The window can close mid-post	Decide at day fifty. That leaves ten days for the call, the authorisation and the post office.

Four of those five cost days rather than the refund itself. The fifth can cost the refund, which is why day fifty is the date to write down.

None of this is unusual for a returns process. It is written out because a policy page that lists only the happy path leaves a buyer to discover the rest at the worst possible moment.

The standing

What a Visivra refund is, in legal terms

A money-back guarantee of this kind is a contractual promise from the seller rather than a statutory right, and the two sit alongside each other.

The guarantee on this page is the seller’s policy, honoured by the order desk published here, and it applies to orders placed through this channel.
It is in addition to any right you have under consumer law, and nothing on this page removes or reduces one of those.
It is a purchase policy and not a medical promise. It says you may have your money back; it says nothing about what the capsule will do.
Where the seller’s own checkout terms and this page differ about a transaction, the seller’s terms govern the sale itself.
The terms and conditions page sets out that relationship in full.

If any of that is unclear on your own order, the fastest route to an answer is the order desk, with the order ID in front of you, because the desk can read the actual terms attached to it rather than the general case.

A worked example

A worked Visivra refund, start to finish

The policy above is the rule. This is what it looks like as a sequence of days, using the two-bottle pack as the example.

Day	What happens	Who does it
Day 0	The order is placed and the card is charged	You, on the seller’s checkout. This is day one of the window.
Day 2	The parcel is dispatched and the tracking email arrives	The seller. Two days of the window have already run.
Day 6	The parcel arrives and the first capsule is taken	You. Six days of the window have already run.
Day 36	A note written on day six is read and scored again	You
Day 52	A call to the order desk, and a return authorisation issued	You, then the desk
Day 54	The bottles are posted, tracked, with your details inside	You, at your own cost
Day 58	The return is received	The desk
Day 61 to 63	The refund is processed	The desk, 3 to 5 business days
Day 66 to 73	The money appears on the card	Your bank, 5 to 10 days

Note day zero and day six. The window opened six days before the first capsule was taken, which is why day fifty rather than day sixty is the date to put in the diary.

That sequence also shows why a decision made on day fifty-eight is risky. Two days for the call and the authorisation, plus transit, and the parcel is in the post when the window closes. The guarantee page makes the same point from the other end.

The call

Questions the Visivra order desk will ask on a refund call

Four of them, in the order they come, so the call takes two minutes rather than ten.

The question	Why it is asked	What to have ready
What is the order ID?	It is the only identifier that finds an order directly	The confirmation email
What date did you order?	The window runs from that date, so it decides whether the refund is open at all	The order confirmation
How many bottles are going back?	It sets the amount and tells the returns address what to expect	A count, including any unopened ones
Is the address on the order still correct?	The refund goes back to the card, but the record has to match	Nothing, unless it has changed

No reason is required. A change of mind is a valid answer to the question the desk does not ask.

After those four the desk issues a return authorisation and tells you what to put in the box. Write that down on the call rather than trusting memory, because what is required can differ between runs and the authorisation is the version that applies to yours.

A call that arrives without the order ID still works. It becomes a search on a name, an email and an address, which finds most orders and takes longer, and near the end of the window longer is the thing to avoid.