Refund policy

Effective date: October 6, 2026

Cilia Labs is a trading name of IZEE LTD, a company registered in England and Wales (company number 17250889), at 87 Beaumont Road, London SW19 6TH, United Kingdom. Email: hello@cilialabs.com. This policy applies to orders placed on cilialabs.com and in the Shop app.

All sales are final once an order ships

Our products are dietary supplements, labelled and packed for your order, and for safety we cannot take them back or resell them. Once an order has been handed to the carrier, it is final: apart from the terms below and your rights under the law, we do not refund it, exchange it or accept it back. This applies to single products, kits, subscription orders and anything added at checkout or straight after.

The terms below on cancelling before shipment, damaged, wrong, missing or defective items, lost parcels, parcels marked delivered but not received, and address mistakes apply to every order.

Cancelling before shipment

Orders go into production quickly, often within hours. If you want to cancel, email hello@cilialabs.com with your order number as soon as possible. If our fulfillment partner can still stop the order, we cancel it and refund it in full. Once it has been packed or handed to the carrier, it can no longer be cancelled.

Damaged, wrong, missing or defective items

If your parcel arrives damaged, contains the wrong product or is missing an item, or a product is defective, email hello@cilialabs.com within 14 days of delivery with your order number and a photo of the parcel and its contents. We send a replacement or refund the affected item, your choice, at no cost. You do not need to send anything back.

Lost in transit

If tracking shows no movement for 10 business days, email us. We open a trace with the carrier, then replace or refund the order.

Marked delivered but not received

If tracking shows the parcel delivered but you did not receive it, check with household members, your neighbors and your building's mail area, then email us within 7 days of the delivery scan. We ask the carrier (USPS) to investigate. If the carrier confirms the parcel was misdelivered or lost, we replace it. We cannot replace or refund a parcel the carrier confirms was delivered to the address on the order.

Address mistakes

If you gave us the wrong address, the shipping policy explains what we can do: we correct it if the order has not yet been handed to the carrier, and if a parcel comes back to the warehouse as undeliverable we reship it to a corrected address or refund it, your choice.

You deal only with us. We sort out damaged, wrong, missing and lost orders with our fulfillment partner and the carrier.

Subscriptions

Subscribe & Save 15% is available on the four single products only, and renews every month until you cancel. You can skip, pause or cancel online from your account, or by email, at any time. If you cancel or skip before the charge date, that renewal is not charged. If you cancelled before a renewal was charged and the charge still went through, we refund it in full. If a renewal has already been charged, email us as soon as possible: if our fulfillment partner can still stop it, we cancel it and refund it in full, as under "Cancelling before shipment" above. Once a renewal has shipped, it is final like any other order, and the terms above on damaged, wrong, missing or defective items, lost parcels and parcels marked delivered but not received apply to it. The full terms are in the subscription policy.

Please do not send products back

We cannot accept returns, opened or unopened, so please do not mail products to us. For a damaged, wrong, missing or defective item, the photo is all we need.

Card disputes

If something has gone wrong with an order, please email hello@cilialabs.com before you open a card dispute with your bank or card issuer. We aim to reply within one business day. Contacting us first does not affect your right to dispute a charge.

Your rights

Nothing in this policy limits the rights you have under the law of the state where you live, including consumer protection and warranty law, for example if a product is defective.