Return Policy

1Overview

This Return Policy applies to all purchases of the Cysterra food supplement made through our Website cysterra.shop, regardless of the region from which the order was placed (Hungary, Romania, Croatia or Bulgaria).

In accordance with EU consumer protection law (Directive 2011/83/EU), you have the right to withdraw from the contract within 14 calendar days of receiving the product, without giving any reason.

2Eligibility for return

To be eligible for a return, the following conditions must be met:

• The return request is made within 14 calendar days from the date you received the product.
• The product is unopened, unused and in its original packaging, with all seals intact.
• You have proof of purchase (order confirmation or delivery note).
• The product is not one of the items listed in Section 6 (Exceptions).

3How to return a product

To return your order, please follow these steps:

1. 1
   Contact us Use the contact form on the Website to notify us of your intention to return. Please include your name, order number and reason for return (optional).
2. 2
   Receive return instructions Our customer service will provide you with the return instructions and the return address within 2 working days.
3. 3
   Pack the product securely Place the unopened product in its original packaging and pack it securely to avoid damage during transit.
4. 4
   Send the parcel Ship the parcel using a tracked delivery service. Keep the tracking number as proof of shipment.
5. 5
   Await confirmation Once we receive and inspect the returned product, we will notify you by phone or message and process your refund.

4Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Approved refunds: processed within 14 calendar days of receiving the returned product.
• Refund method: the refund will be issued using the same payment method used for the original purchase. For cash-on-delivery orders, the refund will be arranged via bank transfer or another mutually agreed method.
• Original shipping costs: if the entire order is returned, the original shipping cost (if any) will also be refunded.

5Return shipping costs

Return shipping costs are the responsibility of the customer, unless:

• The product received is defective or damaged.
• The wrong product was sent.
• The return is due to an error on our part.

In these cases, we will cover the return shipping costs and arrange the return shipment.

6Exceptions

The following items cannot be returned:

• Opened or partially used products (for health and hygiene reasons).
• Products without original packaging or with damaged seals.
• Products returned after the 14-day return window.
• Products purchased during promotional campaigns marked as "final sale" (if applicable).

7Damaged or incorrect items

If you receive a damaged, defective or incorrect product, please contact us immediately (within 48 hours of delivery) using the contact form on the Website. Please provide:

• Your name and order number.
• A description of the issue.
• Photos of the damaged product and packaging (if possible).

We will arrange a replacement or a full refund, including return shipping costs, as quickly as possible.

8Contact

If you have any questions about our Return Policy or need assistance with a return, please contact us through the contact form available on the Website.