Refund policy

RETURN AND REFUND POLICY

Last updated: May 6, 2026

All sales of Pyreni products are considered final unless they meet the strict eligibility requirements outlined below. By placing an order, you acknowledge and agree to the terms of this policy.

Eligibility Window

You have 14 days from the date of delivery (as confirmed by carrier tracking) to submit a return request. Requests submitted after the 14-day window will not be accepted under any circumstances.

Eligibility Requirements

To be eligible for a return, all of the following conditions must be met:

  • The product is unopened, unused, and factory-sealed with all tamper-evident seals fully intact.
  • The product is in its original, undamaged retail packaging, including all inserts, scoops, and outer cartons.
  • You provide a valid order number and proof of purchase.
  • You have obtained a Return Merchandise Authorization (RMA) number from our team prior to shipping the product back.

Returns received without a valid RMA number, or that arrive opened, used, damaged, missing seals, missing packaging components, or outside the 14-day window, will be refused and discarded, and no refund will be issued.

Non-Returnable Items

The following items are final sale and cannot be returned, exchanged, or refunded for any reason:

  • Any product that has been opened, used, or had its seal broken
  • Multi-bottle bundles, subscription orders, and any "Buy X Get Y" promotional packs
  • Discounted, promotional, sale, or "Last Chance" items
  • Gift cards and digital products
  • Free items or bonus gifts included with an order
  • Items received as part of a trial, sample, or giveaway
  • Subscription renewals that have already shipped
  • Personal care items, perishable goods, and any product past its labeled use-by date

Damaged or Incorrect Orders

If your order arrives damaged in transit or you received the wrong item, you must notify us in writing at support@pyreni.com within 7 days of delivery, including:

  • Your order number
  • Clear photos of the damaged or incorrect item
  • Clear photos of the outer shipping packaging

Claims submitted after 7 days, or without supporting photo evidence, will not be honored. Approved damage/error claims may be resolved at our sole discretion via replacement, store credit, or refund.

Return Process

To request a return:

  1. Email support@pyreni.com within the 14-day window with your order number and the reason for return.
  2. If approved, you will receive an RMA number and return instructions.
  3. Ship the product back at your own expense within 7 days of receiving the RMA. We strongly recommend a trackable, insured method.
  4. You assume all risk of loss and damage during return transit. Lost or damaged returns are not eligible for refund.

Customer is responsible for all return shipping costs. Original shipping fees, expedited shipping fees, and insurance fees are non-refundable.

Restocking Fee

A 15% restocking fee will be deducted from the refund amount on all approved returns to cover inspection, repackaging, and inventory handling.

Refund Processing

Once we receive and inspect your return, we will notify you of approval or rejection. If approved, the refund — net of the restocking fee and original shipping costs — will be issued to the original payment method only within 10 business days. Bank or card processing times may extend the time it takes for the refund to appear in your account.

We do not issue refunds in cash, check, or to any payment method other than the one originally used.

Chargebacks

We monitor and dispute all unauthorized chargebacks. Customers who initiate a chargeback without first contacting us and exhausting the return process outlined above may be permanently banned from purchasing from Pyreni and may be referred for collection.

Subscriptions

Subscriptions auto-renew on the cycle you selected at checkout. To cancel, modify, skip, or pause a subscription, you must do so at least 48 hours before your next billing date via your account portal or by emailing support@pyreni.com. Subscription renewals that have already been billed and processed are non-refundable, regardless of whether the order has shipped.

EU 14-Day Cooling-Off Period

Customers in the European Union retain their statutory right to cancel an order within 14 days of receipt without justification, provided the product is returned unopened, unused, and factory-sealed. All other terms of this policy continue to apply.

Modifications

We reserve the right to modify this Return and Refund Policy at any time without prior notice. The version in effect on the date of your order governs that order.

Contact

All return inquiries must be directed to support@pyreni.com. We do not accept return requests via social media, SMS, or any other channel.