Refund policy

Last updated: 7 June 2026

1. Overview

Cells8 offers a 30-day return policy.

You have 30 days from the date you receive your order to request a return, subject to the conditions set out below.

This commercial 30-day return policy is provided in addition to the statutory 14-day right of withdrawal available to consumers in the European Union. Nothing in this policy limits your mandatory consumer rights.

2. How to Request a Return

To request a return, contact us at:

Email: health@cells8.com

Please include:

  • your name;

  • order number;

  • the product you wish to return;

  • the reason for the return;

  • photographs, where the product is damaged, defective or incorrect.

Returns must be authorised before they are sent.

Products returned without first contacting Cells8 may not be accepted.

Once your return request has been accepted, we will provide return instructions and confirm the return address.

The return address is:

RXC Balti OÜ
Rannamõisa tee 5a
13516 Tallinn
Estonia

3. Statutory 30-Day Right of Withdrawal

Consumers in the European Union have the right to withdraw from an online purchase within 30 days of receiving the goods, without giving a reason.

To exercise this right, you must clearly notify Cells8 of your decision to withdraw before the 30-day period expires.

You must return the goods no later than 14 days after notifying us of your withdrawal.

You may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning.

You may be responsible for any reduction in the value of the product caused by handling beyond what is necessary for that inspection.

Where reasonably possible, the product should be returned with:

  • all original accessories;

  • manuals and documentation;

  • original packaging;

  • proof of purchase.

The absence of the original packaging does not automatically remove your statutory right of withdrawal. However, you may be responsible for any resulting reduction in the value of the product.

4. Commercial 30-Day Return Policy

For returns requested after the statutory 14-day withdrawal period but within 30 days of receiving the product, the following conditions apply:

  • the product must be unused;

  • the product must be clean and in resalable condition;

  • all accessories, manuals and components must be included;

  • the product must be returned in its original packaging;

  • the original packaging must be reasonably complete and undamaged;

  • proof of purchase must be provided.

Cells8 may refuse a return under the commercial 30-day policy if these conditions are not met.

5. Return Shipping Costs

For returns based on a change of mind, the direct cost of returning the product is borne by the customer.

Cells8 will cover reasonable return shipping costs where:

  • the product is defective;

  • the product was damaged before or during delivery;

  • the wrong product was delivered;

  • Cells8 has expressly agreed to cover the cost.

Do not send a product using cash-on-delivery or another unauthorised shipping method.

We recommend using a tracked and insured shipping service. Cells8 is not responsible for returned products lost or damaged before they are received by us, except where Cells8 arranged the return shipment.

6. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

  • the product is damaged;

  • the product is defective;

  • components or accessories are missing;

  • you received the wrong product.

Please provide your order number, a description of the issue and photographs or video where relevant.

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include:

  • repair;

  • replacement;

  • a price reduction;

  • reimbursement of reasonable return costs;

  • a refund.

EU consumers generally have a minimum two-year legal guarantee for goods that are defective or do not conform to the contract.

7. Exceptions and Non-Returnable Products

The statutory right of withdrawal may not apply to:

  • products made to the customer’s specifications or clearly personalised;

  • sealed products that are not suitable for return for health-protection or hygiene reasons once the seal has been removed;

  • other products excluded from withdrawal under applicable law.

A product is not automatically excluded from return merely because it is described as a wellness or personal-use device.

Gift cards are non-returnable, except where applicable law requires otherwise.

Sale or discounted products remain subject to mandatory statutory consumer rights. Any additional restrictions applying only to the voluntary 30-day return policy will be clearly communicated before purchase.

8. Exchanges

We do not currently process direct product exchanges.

The fastest way to obtain another product is to:

  1. request a return for the original product;

  2. wait for the return to be accepted;

  3. place a separate order for the replacement product.

This does not limit your right to request repair or replacement where a product is defective or non-conforming.

9. Inspection of Returned Products

Once the returned product has been received, we will inspect it.

We will assess:

  • the product’s condition;

  • whether all accessories and components are present;

  • whether the return meets the applicable conditions;

  • whether the product has been handled beyond what was necessary;

  • whether any reduction in value has occurred.

We will notify you whether the return and refund have been approved.

10. Refunds Following Statutory Withdrawal

Where you exercise the statutory 30-day right of withdrawal, we will refund:

  • the price paid for the returned product;

  • the cost of the least expensive standard delivery method offered for the original order.

We do not have to refund additional delivery costs resulting from your choice of a more expensive delivery method.

The refund will be issued without undue delay and no later than 14 days after we have been informed of your decision to withdraw.

We may withhold the refund until:

  • we have received the returned product; or

  • you have provided evidence that the product has been sent back,

whichever occurs first.

11. Refunds Under the Commercial 30-Day Return Policy

For returns accepted only under the voluntary 30-day return policy, the refund will be processed after the product has been received and inspected.

Approved refunds are generally issued within 10 business days after inspection.

Original delivery charges are not refunded for returns made only under the commercial 30-day policy, unless Cells8 expressly agrees otherwise or applicable law requires reimbursement.

12. Refund Method

Refunds will be issued to the original payment method unless another method has been expressly agreed.

We do not charge a fee for issuing an approved refund.

Your bank, card issuer or payment provider may require additional time to display the refunded amount in your account.

If more than 15 business days have passed since we approved your refund, contact:

health@cells8.com

13. Partial Refunds and Reduction in Value

A partial refund may be issued where legally permitted if:

  • the product has been used beyond what was necessary to inspect it;

  • the product is damaged after delivery by the customer;

  • accessories, manuals or components are missing;

  • the product or packaging has suffered a reduction in value;

  • the product cannot reasonably be resold as new.

Any deduction will reflect the actual reduction in value and will not be applied as an arbitrary handling or restocking fee.

14. Order Cancellations Before Shipment

Contact us as soon as possible if you wish to cancel an order before shipment.

We will attempt to cancel the order, but cancellation cannot be guaranteed once processing or shipment has started.

If the order has already been shipped, the return and withdrawal rules in this policy will apply.

15. Contact Information

For return and refund questions, contact:

RXC Balti OÜ
Registry code: 14147572
Address: Rannamõisa tee 5a, 13516 Tallinn, Estonia
Email: health@cells8.com
Phone: +372 5055153