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:

  1. To initiate a return, please log in to your customer account at account.masticlife.com and submit a return or cancellation request. Alternatively, you may notify us by email at info@masticlife.com.
  2. Packaging: Place the unused items in their original packaging in a shipping box. Include a receipt or your order number.
  3. 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.
  4. 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.

We refund the full purchase price, including the cost of delivery to you (equivalent to the cheapest standard delivery method offered at the time of order).

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.

6. Failure to Collect the Shipment and Reimbursement of Costs

  • The buyer is obligated to accept delivery of the ordered goods and pay the purchase price.
  • Unjustified failure to collect a shipment (in particular for cash-on-delivery orders) does not constitute a withdrawal from the purchase contract. The purchase contract remains in full force and effect.
  • Failure to collect the goods constitutes a breach of the purchase contract by the buyer. In such a case, and in accordance with the governing law specified in Section 13 (Governing Law) of our Terms of Service, the seller is entitled to compensation for the costs actually incurred in connection with the unsuccessful delivery attempt and the return of the goods to the seller (in particular, shipping and packaging costs).
  • If, for reasons attributable to the buyer, a repeat delivery of the goods becomes necessary, the buyer is obligated to cover the costs associated with such repeat delivery (new shipping costs). The seller is entitled to request advance payment of these costs, as well as the costs of the previous unsuccessful delivery attempt, by way of a pro forma invoice. If the buyer does not pay the costs incurred within 14 days of the request, or does not make a repeat delivery possible, the seller is entitled to withdraw from the purchase contract and to claim the resulting transport costs from the buyer.

Model Withdrawal Form

(complete and return this form only if you wish to withdraw from the contract)

To: Notia, spol. s r. o., Londýnská 730/59, 120 00 Prague 2, Czech Republic, info@masticlife.com
I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*):
Ordered on/received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.