REFUND POLICY — Cynnali™

REFUND POLICY — Cynnali™
30-Day Money-Back Guarantee

At Cynnali™, your satisfaction is our priority. We believe in our product, and we want you to try it with complete peace of mind. If for any reason you are not fully satisfied with your order, you have 30 days from the date you receive your package to contact us and request a refund.

How to request a refund
Send us an email at contact@cynnali.com with:
- Your order number
- The reason for your request
- Photos of the product if it arrived damaged or defective

Our team will respond within 24 business hours and guide you through the process.

Refund conditions
Because we want you to actually experience the product, opened and partially used products are fully eligible for a refund under our guarantee. We simply ask that:
- The request is made within 30 days of delivery
- The guarantee applies to your first order of a product (so you can try it risk-free)
- For orders of multiple units, unopened items must be returned in their original sealed packaging
- Return shipping costs are the customer's responsibility, except in the case of a defective product or our error (see dedicated section)

Every approved refund is issued in full, with no hidden fees or restocking charges.

Free product exchange
If you received the wrong product or prefer a different option, we offer a free exchange within 30 days of delivery, while stocks last.

To benefit from this exchange:
- Contact us at contact@cynnali.com, specifying the product received and the desired replacement
- Unopened products must be returned in their original sealed packaging
- Cynnali™ covers the cost of reshipping the new product
- Exchanges are limited to one exchange per order

Package not received
If you have not received your package within the stated timeframe (5 to 8 business days after dispatch), contact us at contact@cynnali.com.

Before making a claim, we ask you to:
- Check the status of your package using the tracking number sent by email
- Contact the carrier indicated in your shipping confirmation email
- Check with your household members, neighbors, and any local pickup point in case the package was left there

Any refund request for non-receipt will require a signed written statement confirming non-receipt of the package. We will then investigate with the carrier and resolve the situation as quickly as possible.

Refund timeframe
Once your request has been approved (and your return received and inspected, if applicable), the refund will be issued within 5 to 10 business days using the original payment method. The refunded amount corresponds to the full sum paid at the time of the order.

Depending on your bank, the refund may take a few extra days to appear on your account.

Defective product or our error
If you received a damaged product (broken seal, damaged packaging, compromised product) or a product different from the one ordered, we cover all return costs and will refund or reship your order at no additional charge.

In this case, please send us at contact@cynnali.com:
- Your order number
- A detailed description of the issue
- At least 2 clear photos of the product and packaging

Our team handles this type of claim as a priority, usually within 24 hours.

Special cases
Bundles and promotional offers (buy 2 get 1 free, multi-packs): in the case of a partial return of a bundle, the refund will be calculated based on the unit price displayed on the website, excluding the promotional offer. If you wish to return the entire bundle, the refund will be issued for the total amount actually paid.

Promotions and sales: products purchased on promotion are refundable under the same conditions, except for final sales (marked "non-refundable" on the product page).

Gift cards: gift cards are neither refundable nor exchangeable for cash.

Contact
📧 contact@cynnali.com
🕐 Customer service hours:
Monday to Friday: 8:00 AM – 12:00 PM / 2:00 PM – 6:00 PM
Saturday & Sunday: 10:00 AM – 12:00 PM / 2:00 PM – 5:00 PM

Guaranteed response within 24 business hours.