Refund policy
We want you to be completely satisfied with your purchase from Masticlife. If this is not the case, you will find all the information regarding your right of withdrawal and the return process below.
1. Right of Withdrawal (14 Days)
You have the right to withdraw from this contract within 14 days from the day on which you (or a third party named by you) received the goods, without giving any reason.
Important Notice (Hygiene & Food Products):
In accordance with EU consumer protection laws, the right of withdrawal expires prematurely for goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
In our shop, this specifically applies to:
- Nutritional supplements (Mastic capsules/powder)
- Chewing gums and other food products
A product can only be returned if it is unused and in its unopened original packaging (with an undamaged seal/foil).
2. Return Procedure
To initiate a return, please follow these steps:
- Notification: Inform us first by email at info@masticlife.com about your decision to withdraw from the contract.
- Packaging: Place the unused items in their original packaging in a shipping box. Include a receipt or your order number.
-
Shipping: Send the package to our central warehouse in the European Union:
Notia, spol. s r. o., Londýnská 730/59, 120 00 Prague, Czech Republic. - Return Costs: The direct costs of returning the goods are to be borne by the buyer. For returns from outside the European Union, the buyer must ensure that the shipment is sent with all necessary customs documentation; any "receiver pays" duties or fees will be deducted from the refund.
3. Sets, Free Products, and Shipping Costs
In the event of a withdrawal, the settlement is as follows:
- Sets and Product Bundles: Items sold as a set are legally considered a single sales unit. A withdrawal is only possible for the complete set. Individual components of a set cannot be returned or refunded separately.
- Shipping Costs: If a partial return causes the remaining order value to fall below the threshold for free shipping, we reserve the right to recharge the original shipping costs according to our shipping policy and deduct them from the refund amount.
- Free Products & Gifts: If you received a free product as part of a promotion and the conditions for that promotion are no longer met due to the return, the free product must also be returned in its original condition. Otherwise, the market value of the gift will be deducted from the refund.
4. Refunds
Refunds will be issued no later than 14 days after we have received and inspected the returned goods. We will use the same method of payment that you used for the original transaction.
Non-Refundable Charges: Please note that any import duties, local taxes, or customs administration fees paid by the customer to their local authorities are non-refundable by Notia, spol. s r. o.
5. Complaints & Defective Goods
If you have received a defective or incorrect product, your statutory warranty rights apply. Please contact us immediately at info@masticlife.com to coordinate the next steps. To ensure fast processing, please include photos of the damage or the incorrect item.