Refund policy

Cyrene EU Return & Refund Policy

(Fully compliant with EU Consumer Rights Directive 2011/83/EU)

Thank you for shopping with Cyrene. We care deeply about your experience and want every product to feel perfect. If something isn’t right, we’re here to help.

1. EU 14-Day Right of Withdrawal (Cooling-Off Period)

If your order is being delivered within the European Union, you have the legal right to withdraw (cancel) your order within 14 days of receiving your items — without providing any reason.

To exercise this right, please contact us in writing:

📧 info@cyreneskincare.com

Include:

  • Your order number

  • The items you wish to return

To qualify, products must be:

  • Unopened

  • Unused

  • In original, undamaged packaging

  • Suitable for resale

Due to EU hygiene and health protection rules, opened or unsealed skincare/cosmetic products cannot be returned, unless faulty.

2. General Return Conditions (EU & Non-EU Orders)

We accept returns requested within 30 days of receiving your order (14 days for EU withdrawal requests).

Products must be returned in the same condition as received:

  • Unused, unopened

  • Original packaging

  • With proof of purchase

Items returned without prior approval will not be accepted.

To start a return:
📧 info@cyreneskincare.com

Return address will be provided upon approval.

3. Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days if:

  • The item is damaged

  • The product has leaked

  • You received the wrong item

  • The product is defective

Send clear photos of:

  • The product

  • Packaging

  • The issue

If confirmed, we will offer:

  • A free replacement, or

  • A full refund, including return shipping

Return shipping for faulty items is always covered by Cyrene.

4. Allergic Reactions / Skin Sensitivity

If you experience a reaction, please share:

  • Product photos

  • Photos of the reaction

  • Usage duration

  • Description of symptoms

Our team will assess the case and provide the appropriate solution (refund or replacement).

5. Refund Process

After your returned item arrives in our warehouse and passes inspection:

  • Refunds are issued to the original payment method

  • Typically within 7–10 business days

  • Your bank or payment provider may require additional processing time

If 15 business days pass after approval and you have not received your refund, please contact us:

📧 info@cyreneskincare.com

Shipping fees are non-refundable (unless the item was faulty).

6. Return Shipping Costs

  • EU withdrawal returns → customer pays return shipping

  • Faulty / damaged / incorrect items → Cyrene pays return shipping

  • Return instructions and address are provided after approval

  • Unauthorized returns will not be accepted

7. Non-Returnable Items

We cannot accept returns on:

  • Opened or used personal care / skincare products

  • Hazardous materials or flammable liquids

  • Customized or personalized items

  • Sale items

  • Gift cards

  • Unsealed hygiene-sensitive items (EU regulation)

8. Exchanges

We do not offer direct exchanges.
If you wish to purchase another item, please return the original (if eligible) and place a new order.

9. Contact Us

We’re here to help with any return, refund or product question:

📧 info@cyreneskincare.com
🌍 www.cyreneskincare.com