Refund policy


Welcome to the CELLUTIX Returns & Refund Policy. We want to make sure you’re happy with your purchase. However, we understand that sometimes things don’t go as planned, and we’re here to help resolve any issues with your order as quickly as possible.

Common reasons for returns and solutions

  1. Late delivery
    If your order arrives more than 30 days late and we have not contacted you about the delay, you are entitled to €8 compensation.
  2. Faulty/manufacturing defect/quality issue
    If your product is faulty or has a quality issue, we will send you a replacement free of charge.
  3. Doesn’t fit (wrong size/colour ordered)
    You can return or exchange the product, but you will be responsible for the return or delivery costs.
  4. Changed your mind (product no longer wanted)
    You can return or exchange the product, but you will be responsible for the return postage costs.
  5. Incorrect item received (wrong/missing item in the delivery)
    You can return the incorrect item and we will cover the return postage costs, or we can send you a replacement free of charge.
  6. Parcel arrived damaged
    If your parcel arrives damaged, we will send you a replacement free of charge.
  7. Incorrect delivery details provided
    Please check your delivery details carefully when placing your order. If you need to change your delivery details, contact us immediately so we can try to correct them.
  8. Other (please explain in the additional comments)
    Contact us directly and we will work with you to find a suitable solution.

How to return your order

Would you like to return all or part of your order? Please follow the steps below:

  1. Contact us: Email us at info@cellutix.com within 30 days of receiving your order to request a return. Please include your order number and the reason for your return.
  2. Approval & return address: Our Customer Service team will confirm whether your return has been accepted and provide you with the correct return address. Please note: your return request will be cancelled if you do not respond within 14 days of approval.
  3. Prepare your return: Securely package the product(s) in the original packaging, including all accessories and accompanying items.
  4. Send your return: Send the parcel to the return address provided and share the tracking number with our Customer Service team.
  5. Refund process: Once we have received and inspected the returned item(s), we will process your refund within 7 working days using your original payment method.

Summary

  • You have 30 days from the delivery date to initiate a return.
  • Contact our Customer Service team at info@cellutix.com within this period to arrange your return.
  • Return postage costs are the customer’s responsibility unless the product is faulty.
  • Refunds are processed within 7 working days of receiving the returned product.

Returns

You have the right to initiate a return within 30 days of the delivery date. To do so, please contact our Customer Service team at info@cellutix.com.

Once you have contacted us, you will receive instructions on how to return your item. Please note that return postage costs are the customer’s responsibility unless the product is faulty. If the product is faulty, we will provide a prepaid return label and cover the return postage costs.

Exchanges

To exchange a product, please contact our Customer Service team. They will advise you on the most efficient way to arrange your exchange. You can also contact our Customer Service team for assistance with a direct replacement of a faulty product.

Restocking fees

At CELLUTIX, we value transparency and customer satisfaction. That’s why we do not charge any restocking fees for returns. Shop with confidence knowing that we aim to make your experience with us as straightforward as possible.

Refunds

Once we have received and inspected the returned products, we aim to process refunds within 7 working days. The refunded amount will be credited to the original payment method used for the purchase. You will receive a confirmation email once your refund has been processed.

Please note that processing times may vary depending on your bank or payment provider.

Return conditions

  • Returns must be sent in the original packaging, including all accessories.
  • The product must be unused and returned in the same condition in which it was received.
  • Please ensure that your return parcel is securely packaged to prevent damage during transit.
  • If the product or packaging is significantly damaged, we reserve the right to reduce the refund amount accordingly.

Responsibility

We are not responsible for delays or damage that occur during return transit. We recommend checking your parcel within 24 hours of receiving it and contacting us immediately if there are any issues.

Return method

We accept returns via postal services. For faulty products, we will provide a prepaid return label. For all other returns, the customer is responsible for the return postage costs.

Return address

Please contact our Customer Service team for the correct return address. PLEASE NOTE: THE ADDRESS SHOWN IN THE WEBSITE FOOTER IS NOT A RETURNS ADDRESS.

Customs duties and import charges

For orders outside the Netherlands, customs duties and import taxes may apply. These charges are the customer’s responsibility and must be paid upon delivery.

Address changes

If you would like to change your delivery address after placing an order, please contact our Customer Service team as soon as possible at info@cellutix.com. We will do our best to make the change, but we cannot guarantee this if your order is already being processed.

Undeliverable parcels

If a parcel cannot be delivered due to an incorrect address, refusal of delivery or failure to collect it from a collection point, we reserve the right to charge return and redelivery costs.

Customer Service

If you have any questions about our Returns Policy, please contact our Customer Service team at info@cellutix.com. We aim to respond to all enquiries within 24 hours.

Contact details

Company name: CELLUTIX
Email address: info@cellutix.com
Contact form: Contact Page
Physical address: Helsinkihaven 3N, 1448 KP Purmerend, The Netherlands

Customer Service opening hours

We are available during the following hours (CET):

Monday to Friday: 09:00–17:00
Saturday and Sunday: Closed

For more information, please visit our FAQ or Contact Page.

You can track your order at any time via our Track & Trace page.