Refund policy

1. When Can You Request a Refund?

You have 90 days from the date you receive your item to request a return. Here's when you're covered:

Eligible situations include:

  • Product defects, damage, or missing parts

  • Item looks or functions significantly different from how it was described on our website

  • Wrong item sent or missing items from your order

Personal reasons (changed mind, ordered by mistake, etc.) are also accepted, but only if:

  • The item is unused, unopened, and still in its original, resalable packaging

Note: For hygiene reasons, food, intimate apparel, and personal care products cannot be returned or exchanged unless they arrive defective.

2. How to Submit a Refund Request

Email our customer service team at service@macrocyte.com with the subject line:
Refund - Order No. #XXX

Please include the following in your email:

  • Your order number

  • A contact phone number

  • The reason for your return

  • Supporting evidence (photos or videos, if applicable)

  • Your payment account information

We will review your request promptly. If approved, we will send you return instructions.

Good to know: For all returns approved within the 90-day window, we will cover the cost of return shipping.

Once we receive and inspect your returned item(s), we will issue a refund back to your original payment method.

3. Important Details to Keep in Mind

  • Your return request must be submitted within 90 days of receiving your order.

  • For personal reason returns, items must be in original, unused condition.

  • Subjective issues like "not what I expected" or "slight color difference" do not qualify for a refund.

  • If you return an item for a personal reason, we may deduct the original shipping cost from your refund.

  • Returns submitted after the 90-day deadline, or items that are no longer in resalable condition, may be rejected – or you may be charged a 30% restocking fee.

4. Need Help? Contact Us

If you have any questions or concerns about a refund, please email us at service@macrocyte.com

We will respond as quickly as possible. If an issue cannot be resolved, it may be referred to third-party mediation or handled through appropriate legal channels.