120 days of guarantee, or we refund your money
We are confident enough in the formula that if you follow the whole routine and document the process, and there is still no change at all, we refund your money. The full detail of how it works is below, with no small print hidden anywhere.
The promise
The results guarantee applies to the 2 month, 4 month and 12 month packages, and also to the monthly subscription. If at the end of your period of use, having followed the routine and the record described here, there was no change at all, we refund your money.
The only thing left out is the one off 1 month purchase. It is a trial package, meant for getting to know the routine, and a single month is not enough to judge a process that is measured in months. If your intention is to judge results, choose a package of 2 months or more, or the monthly subscription: both of those are covered.
The period starts the day you receive the package, not the day you pay. Shipping time is not taken out of it.
Before your first session
These two steps are a condition of the guarantee. If you start using the kit without doing them, the claim does not stand.
- Write to us on WhatsApp before you start, at +52 55 4162 0093. We give you the full explanation of the routine and record that you are starting the process.
- Send your first photo. A clear photo of your scalp or of the area you are going to work on, before the first session.
During the process: the weekly record
Every week, alongside your session, send us a clear photo of the area you are working on. Same light, same angle, hair dry and with no product on it. The results page has the full instructions on how to take them.
| Your package | Weeks of record | Covered by the guarantee |
|---|---|---|
| 1 month, one off purchase | Does not apply | No |
| 2 months | 7 continuous weeks | Yes |
| 4 months | 14 continuous weeks | Yes |
| 12 months | 14 continuous weeks | Yes |
| Monthly subscription | 7 continuous weeks minimum, and for as long as your subscription stays active | Yes |
The record has to be continuous, with no weeks skipped. Missing a week or more of the record affects eligibility for the refund. It is not paperwork: it is the only way to compare your starting point with your result.
It is also a condition to use the product exactly as described in the guide included in the box and in the explanation you received on WhatsApp.
How to claim
- Write to us on WhatsApp at +52 55 4162 0093, with your order number and your complete photo record. Guarantee claims are handled through this channel only.
- Our team reviews your case individually, comparing your first photo with your weekly record.
- If it stands, you get your refund within 7 working days of approval, to the same card you paid with. If you paid in cash, we ask you for account details.
The review is done by the TricoViva professional team and its decision is final.
The detail, point by point
| Packages covered | 2 months, 4 months, 12 months and the monthly subscription. Only the one off 1 month purchase is left out |
|---|---|
| Window to claim | Up to 7 days after your package period of use ends, and in no case more than 120 days from delivery. On the subscription, the 120 days run from your first delivery. Whichever comes first applies |
| Requirement beforehand | Contact on WhatsApp and a first photo, before the first session |
| Requirement during | A continuous weekly photo record, with no missing weeks, and use as instructed |
| What has to be shown | That, with the complete photo record, there was no change at all in the area worked on |
| Channel | WhatsApp, only |
| Who decides | The TricoViva professional team. Its decision is final |
| Cancellation cost | 5 percent of the purchase amount |
| How many times | One claim per customer |
| Returning the product | We do not ask you to send it back |
| Response time | Less than one working day |
| Refund time | 7 working days from approval |
When it does not stand
- If there was any change. If on reviewing the record any change is visible in the density or the condition of the hair and the scalp, however small, it counts as a positive result and a sign that the product is working. In that case the refund does not stand.
- Total baldness of many years. The product is not meant for that situation. A purchase made in that condition does not give a right to a refund.
- Incomplete record. Missing weeks in the photo record affect eligibility.
- No contact beforehand. If you did not write to us before the first session and there is no first photo, there is nothing to compare against and the claim does not stand.
- One off 1 month purchase. It is not covered by the results guarantee. The monthly subscription is, even though it also arrives a month at a time.
- An order that never arrived. That is not a guarantee case, it is a shipping case and it is resolved before this. See shipping
None of the above limits the rights you have as a consumer under the Federal Consumer Protection Law, including the option to cancel your order before it ships. See exchanges and returns
Questions about the guarantee
Does the 1 month package have a results guarantee?
Bought on its own, no: it is a trial package for getting to know the routine. The guarantee applies to the 2 month, 4 month and 12 month packages, and to the monthly subscription. What you can do with any purchase is cancel before your order ships, or open a case if it arrived damaged or incomplete.
If I subscribe, am I covered even though it arrives a month at a time?
Yes. The subscription is a package in itself: what changes is that the product is sent to you a month at a time instead of all at once. As long as your subscription stays active and your weekly record is complete, the results guarantee applies just as it does on the other packages.
Why do you ask for photos every week?
Because it is the only way to know whether there was a change or not. Without a continuous record there is nothing to compare against, and the guarantee stops being verifiable for either side.
I missed a week of the record, do I lose the guarantee?
It can affect your eligibility. Write to us as soon as you notice and do not wait until the end: the sooner we know, the easier it is to sort out.
Do I have to send the product back?
No. We do not ask you to return it or to pay for return shipping.
When do the 120 days start?
From the day you receive the package, not from the day you pay.
Can I claim by email instead of WhatsApp?
Guarantee claims are handled on WhatsApp only, so that the whole file, including your photo record, stays in one conversation. For anything else you can write to us by email as well.
Last updated: 29 August 2026.
Before and after
In each image the before is on the left and the after on the right. These are records from people who kept the routine going for several months.
Before
After
