Refund policy

Return & Exchange Policy

At Cylia, customer satisfaction is one of our top priorities. We have established this Return & Exchange Policy to provide a clear, fair, and transparent process for handling returns and exchanges.

Return & Exchange Period

Customers may request a return or exchange within 14 days from the date the order is received.

Return or exchange requests submitted after this period may not be accepted.

Product Condition

To be eligible for a return or exchange, the product must:

  • Be unused and unopened.

  • Be in its original condition.

  • Be returned with its original packaging.

  • Not show any signs of use, damage, or alteration caused by the customer.

Protein Products

Due to the nature of our Protein products, opened Protein products cannot be returned or exchanged.

An opened Protein product may only be considered for return or exchange if there is a verified manufacturing defect or an issue caused by Cylia.

Non-Returnable Products

The following products are not eligible for return or exchange:

  • Used or consumed products.

  • Products damaged due to misuse, improper handling, or improper storage by the customer.

  • Opened Protein products, except in cases of a verified manufacturing defect or an issue caused by Cylia.

  • Products returned without their original packaging.

  • Products returned in an unsuitable or damaged condition.

Return & Exchange Shipping Costs

If a customer requests a return or exchange for a reason that is not related to a verified product defect or an error by Cylia, the customer is responsible for all applicable return or exchange shipping costs.

If the product is confirmed to have a manufacturing defect, or if the issue occurred due to an error by Cylia, Cylia will cover the applicable return or exchange shipping costs.

Refunds

Once the returned product has been received and inspected, Cylia will notify the customer whether the return request has been approved.

If the return is approved, the refund will be processed according to the original payment method and the applicable refund procedures.

Shipping fees, where applicable, may be non-refundable, unless the return is due to a verified product defect or an error by Cylia.

How to Request a Return or Exchange

To request a return or exchange, please contact Cylia Customer Service within 14 days of receiving your order.

Please provide your order details and clearly explain the reason for your return or exchange request. Additional information or photos may be requested when necessary to assess the request.

Policy Approval

Cylia reserves the right to review and reject any return or exchange request that does not meet the conditions and requirements stated in this policy.

Need Help?

If you have any questions regarding our Return & Exchange Policy, please contact Cylia Customer Service. Our team will be happy to assist you.