Refund & Returns Policy
At CPHAGEN, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
Your Right to Return (EU Consumer Rights)
As an EU-based business, we comply with EU Consumer Rights Directive 2011/83/EU. You have the right to cancel your order and return products within 14 days of receiving your order, without giving any reason.
Return Conditions
To be eligible for a return, your item must meet the following conditions:
- Notification: You must notify us of your intention to return within 14 days of receiving your order
- Unopened packaging: Products must be in their original, unopened packaging
- Unused condition: Items must be unused and in the same condition that you received them
- Original packaging: Products should be returned in their original packaging where possible
Please note: We cannot accept returns of opened food products due to health and safety regulations.
Important: Due to hygiene and food safety reasons, food products can only be returned unopened and in their original sealed packaging.
Return Shipping Costs
If you've changed your mind: You are responsible for the cost of return shipping.
If we made an error or the product is faulty: We will cover the return shipping costs. Please contact us first at hello@cphagen.com so we can arrange the return.
How to Return an Item
Step 1: Contact us at hello@cphagen.com within 14 days of receiving your order to notify us of your return.
Step 2: We'll provide you with return instructions and a return authorization.
Step 3: Ship your return to:
CPHAGEN
Chaussée de Saint-Job 305
1180 Uccle
Belgium
Step 4: Once we receive your return and verify it's in satisfactory condition, we'll process your refund.
Refund Processing
- Inspection: We will inspect returned items upon arrival
- Refund method: Refunds will be issued to your original payment method (bank account/credit card)
- Processing time: Please allow 5-10 business days after we receive your return for the refund to appear in your account
- Notification: You'll receive an email confirmation once your refund has been processed
Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately at hello@cphagen.com with:
- Your order number
- Photos of the damaged/defective item
- A brief description of the issue
We'll arrange a replacement or full refund, including return shipping costs.
Non-Returnable Items
The following items cannot be returned:
- Opened food products (for health and safety reasons) — due to hygiene and food safety reasons, food products can only be returned unopened and in their original sealed packaging
- Products not in their original packaging
- Items damaged due to misuse
Questions About Returns?
If you have any questions about our return policy or need assistance with a return, please contact us:
Email: hello@cphagen.com
Response time: We typically respond within 1-2 business days