Cancellation, Return, and Refund Policy

Cancellation, Return, and Refund Policy

Last updated: August 2026

We want you to feel confident shopping with Cortell. This policy explains how cancellations, returns, and refunds work.

Order Cancellations

  • You may cancel your order free of charge at any time before it has been shipped. To cancel, contact us at admin@cortell.co or via WhatsApp with your order number as soon as possible.
  • Once an order has been shipped, it can no longer be cancelled, but you may be eligible for a return once you receive it (see below).

Returns

Because our products are consumable health and wellness items, we are only able to accept returns under the following conditions, in order to maintain product safety and hygiene standards:

  • The product is unopened, unused, and in its original sealed packaging
  • The return request is made within 7 days of delivery
  • You have proof of purchase (order number or confirmation email)

We are unable to accept returns of products that have been opened, used, or where the seal has been broken, except in the case of a defective or incorrect item received (see below).

To start a return, contact us at admin@cortell.co or via WhatsApp with your order number and reason for return. We will confirm eligibility and provide instructions.

Defective, Damaged, or Incorrect Items

If you receive a product that is damaged, defective, expired, or not what you ordered, please contact us within 48 hours of delivery with your order number and a photo of the item received. We will arrange a replacement or full refund at no cost to you, once verified.

Refunds

  • Once your return is received and inspected (or your claim for a defective/incorrect item is verified), we will notify you of the approval or rejection of your refund.
  • Approved refunds for online payments will be processed back to your original payment method within 7 to 10 business days.
  • Approved refunds for Cash on Delivery (COD) orders will be processed via bank transfer or another mutually agreed method, and may take 7 to 10 business days to complete.
  • Original shipping charges, where applicable, are non-refundable unless the return is due to our error (a defective, damaged, or incorrect item).

Exchanges

If you'd like a different product instead of a refund, contact us and we'll do our best to arrange an exchange, subject to product availability.

Non-Returnable Items

For hygiene and safety reasons, opened or used supplement products cannot be returned or exchanged, except where the item was defective, damaged, or incorrect as received.

Contact Us

For any cancellation, return, or refund request, reach out to:

Email: admin@cortell.co
Website: cortell.co

We aim to respond to all requests within a few hours during business hours.