Returns & refunds
Because many listed products are sealed, sterile, professional-use or temperature-sensitive, orders are generally final once dispatched. This policy explains the limited exceptions and how to report a problem.
Before dispatch
Order changes and cancellations
A request to modify or cancel an order must be sent within 24 hours of placement and before the order has been dispatched. Cytollia will review the request, but a change is not confirmed until support confirms it in writing.
After dispatch
Why most shipped orders are final
Returned items cannot always be placed back into saleable inventory when product integrity, storage history or chain of custody can no longer be verified. For that reason, Cytollia does not accept routine returns or exchanges after dispatch for sealed, sterile, professional-use or temperature-sensitive products.
Change of mind
A change of preference, duplicate purchase or ordering the wrong variant is not normally eligible after dispatch.
Opened or altered goods
Opened, unsealed, used, relabeled, tampered-with or improperly stored items cannot be returned.
Customs action
Delay, refusal, seizure or destruction by customs is not normally refundable unless the written order confirmation states otherwise.
Damaged or incorrect item
Report the issue within 48 hours of delivery
If the parcel contains an incorrect item or an item with visible shipping damage, email support within 48 hours after the recorded delivery time. Keep all original packaging until the review is complete.
Do not discard the packaging
Keep the outer parcel, shipping label, protective materials and product packaging together.
Photograph the evidence
Include the full parcel, shipping label, product name, batch or identifying details where visible, and close-up images of the damage or mismatch.
Send the order details
Provide the order number, delivery date, a short description of the issue and the requested resolution.
Wait for review instructions
Do not return an item without written authorization. After review, Cytollia may offer a replacement, account credit or refund where appropriate.
Approved resolutions
How an approved refund is handled
If a refund is approved, the method and timing depend on how payment was made and the processing time of the relevant bank or payment provider. Shipping, customs, transfer or service charges may be non-refundable unless the refund results from a confirmed Cytollia fulfillment error or applicable law requires otherwise.
Have your order number ready
For the fastest review, email the order number, delivery date, issue summary and all relevant photos in one message.