Customer Dispute Resolution

Last updated: 1 November 2026

At Thrivescence, we want every customer to be fully satisfied. If something goes wrong with your order or your experience, we are committed to resolving it quickly, fairly and transparently. This page explains how to raise a concern and how we handle it.

Our commitment

  • We read and answer every request personally.
  • We reply within 24 hours.
  • We aim to resolve every issue directly with you, without you needing to involve your bank or a third party.

Step 1 – Contact our support team

Email us at contact@thrivescencebody.com with:

  • your order number;
  • a short description of the issue;
  • any useful photos (for example, a damaged parcel or product).

Our customer support is available Monday to Friday and replies to all emails within 24 hours.

Step 2 – Review and resolution

Once we have all the information we need, we review your request and propose a solution within 2 business days. Depending on the situation, this may be a replacement, a refund or another fair solution, in line with our Shipping & Delivery and Returns & Refunds policies.

Step 3 – Escalation

If you are not satisfied with the proposed solution, simply reply to our email and ask for your case to be escalated. Your request will then be reviewed by our management team, who will send you a final written answer within 2 business days.

Common situations

  • Delayed or lost package: if your tracking has not been updated for more than 7 business days, or your order has not arrived within 20 business days of shipment, we investigate with the carrier and send a replacement or issue a refund.
  • Damaged, leaking, defective or incorrect item: contact us within 7 days of delivery with your order number and a photo. We send a replacement or issue a full refund, including shipping, at no cost to you and without requiring a return.
  • Not satisfied with the results: our 60-Day Money-Back Guarantee applies, under the conditions described in our Returns & Refunds policy.
  • Skin reaction or irritation: stop using the product immediately and contact us. We review each case individually, without waiting periods.
  • Billing issue (for example, a duplicate or incorrect charge): contact us with your order number and we will investigate and correct any error promptly.

Payment disputes

Before opening a dispute or chargeback with your bank or card provider, we kindly encourage you to contact us first: in most cases, we can resolve the issue faster and directly with you. This does not limit your right to contact your payment provider at any time.

Your rights

Nothing on this page limits the rights you have under applicable consumer protection laws. Customers in the United Kingdom also benefit from a 14-day legal right to cancel, as described in our Returns & Refunds policy.

Contact

Email: contact@thrivescencebody.com
Thrivescence is operated by MAV
10 Boulevard Mirabeau, 13380 Plan-de-Cuques, France
RCS 908 842 875 – VAT FR63908842875