Returns made
clear.

01

Return eligibility

Most items purchased from Cylex Store may be returned if you request the return within 30 calendar days after the carrier marks the order delivered.

Items must be unused, unwashed, unaltered, and in substantially the condition in which they arrived. Please include the original manufacturer packaging and all tags, hygiene seals, manuals, certificates, components, promotional items, and accessories. You may carefully inspect an item as you would in a store, but use beyond that inspection may reduce or prevent a refund.

02

Items that cannot be returned

For safety, hygiene, licensing, or customization reasons, the following are final sale unless they arrive damaged, defective, or materially different from what you ordered:

• Perishable goods and products with a limited shelf life
• Opened food, supplements, cosmetics, personal-care, intimate, or hygiene products
• Hazardous materials and products subject to shipping restrictions
• Personalized, made-to-order, or customized products
• Digital goods, downloadable products, gift cards, and redeemed items
• Items clearly marked “Final Sale” before purchase

A product page may state a different return window or product-specific restriction. When it does, that disclosed term applies to that item.

03

How to start a return

1. Contact Customer Care within the return window.
2. Include your order number, the item you want to return, and the reason for the request. Add clear photographs if the item is damaged, defective, or incorrect.
3. Wait for our return authorization and instructions. The message will include the correct return destination and, when applicable, a shipping label.
4. Pack the approved item securely and send it by the date stated in the authorization.

Please do not mail a return to an address found on a shipping carton or elsewhere without authorization. Unapproved returns may be delayed or refused, and items from separate orders should not be combined.

04

Return shipping and costs

If we sent the wrong item, or an item arrived damaged or defective, Cylex Store will provide a prepaid label or reimburse reasonable authorized return postage. For preference-based returns—such as ordering the wrong size, changing your mind, or no longer needing the item—the customer is responsible for return shipping unless we tell you otherwise.

Original delivery charges are not refundable unless the return results from our error or applicable law requires otherwise. Use the label and carrier in your instructions; when you arrange the shipment yourself, use a trackable service and keep the receipt. Heavy, oversized, or restricted items may require a carrier pickup and may have a return cost disclosed before you decide to proceed.

05

Inspection and refunds

After the returned item reaches the designated facility, we inspect it and email you the outcome. Approved refunds are normally issued within 5 business days after inspection to the original payment method. Your bank or card issuer may need an additional 3–10 business days to post the credit.

Cash-on-delivery and other payment methods that cannot receive an automatic reversal will be refunded using an available method confirmed with you. We may deduct a documented loss in value when an item is returned used, incomplete, damaged after delivery, or without required packaging for a reason unrelated to our error. No refund is issued for an item that is ineligible, counterfeit, or not the item purchased from Cylex Store.

06

Exchanges and replacements

Exchanges depend on inventory. When an exact exchange is unavailable, you may return the eligible item and place a new order. For a verified damaged, defective, or incorrect item, we may offer a replacement or a refund at no additional product cost.

If you bought several products as a single bundle, all bundle components must be returned together unless Customer Care approves a partial return.

07

Damaged, incorrect, missing, or delayed orders

Contact us promptly—ideally within 7 days after delivery—if a parcel or product arrives damaged, an item is missing, or you received something different from your order. Keep the product, packaging, shipping label, and photographs while we review the issue.

If an order cannot ship within the time shown at checkout, we will provide an update and, when required, a choice to accept the delay or cancel the unshipped order for a full refund. This return policy does not limit rights available under applicable consumer law.