Refund policy

Return & Refund Policy

At Costenia, we want every customer to shop with confidence.

We stand behind our products and are committed to providing fair, transparent returns, refunds and customer support.

This policy applies to purchases made through costenia.com, operated by Barsotti Enterprises Ltd.

Please read the following terms before requesting a return, refund, exchange or replacement.

1. Products Covered by This Policy

Costenia sells two main categories of products:

Physical devices

Including VitalFlow and other eligible massagers, EMS devices, wellness devices and physical accessories.

These products are covered by our 90-Day Satisfaction Guarantee and, where applicable, our 1-Year Limited Warranty.

Supplements and consumables

Including Costenia Iron Strips and other eligible dietary supplements.

These products are covered by our 90-Day Empty-Tin Guarantee, subject to the conditions explained below.

Our guarantees are voluntary benefits provided in addition to any applicable consumer rights.

2. 90-Day Satisfaction Guarantee — Physical Devices

We want you to feel confident trying your Costenia device.

Eligible physical devices are covered by our 90-Day Satisfaction Guarantee, beginning on the date the product is delivered.

If you are not satisfied with your purchase, you may request a return within 90 calendar days of delivery.

Return Conditions

To qualify for a voluntary satisfaction return:

Contact us within 90 days of delivery.
Provide your order number or other proof of purchase.
Return the physical product, including its supplied accessories.
Package the product securely to prevent damage during transit.
Obtain return authorization and shipping instructions from Costenia before sending anything back.

Original packaging is appreciated but is not mandatory.

Products returned with missing accessories, significant damage caused by misuse, or unauthorized modifications may be subject to additional review.

Return Shipping

Customers are responsible for return shipping costs on voluntary satisfaction returns.

We do not normally provide prepaid return labels for change-of-mind or satisfaction returns.

Customers are responsible for using a reliable shipping service and, where appropriate, obtaining tracking information.

We recommend keeping proof of postage until your refund has been completed.

10% Restocking Fee

A 10% restocking fee applies to approved voluntary device returns under the 90-Day Satisfaction Guarantee.

The fee is calculated on the amount actually paid for the eligible physical product, after any discounts.

This fee helps cover inspection, handling, processing and other return-related costs.

Refund Amount

Approved voluntary returns are refunded as follows:

Amount paid for the eligible physical product − 10% restocking fee = refundable product amount.

Original shipping fees, express delivery charges, separately purchased digital products, delivery protection and other separately priced services are excluded, except where applicable law requires otherwise.

Example: If you paid $100 for an eligible device, the 10% restocking fee would be $10, resulting in a $90 product refund, excluding any applicable shipping charges.

Restocking fees do not apply to remedies for defective, incorrect or damaged goods where prohibited by law or where Costenia is responsible for the issue.

3. 90-Day Empty-Tin Guarantee — Supplements

We understand that choosing a new supplement is a personal decision.

That's why eligible Costenia supplements include our 90-Day Empty-Tin Guarantee.

If your first supplement purchase isn't right for you, you can request a refund within 90 calendar days of delivery, subject to the terms below.

Your First Opened Tin

On your first qualifying order of an eligible supplement:

One opened tin is covered by the guarantee.
You may use all the strips inside that tin.
You may request a refund even if that tin is completely empty.
You do not need to return the opened tin.
You do not need to provide blood tests, medical records or proof of specific health results.
No restocking fee applies to the one qualifying opened tin.

Simply email info@costenia.com with your order number within 90 days of delivery.

Additional Unopened Tins

If your qualifying first order contains multiple tins, any additional unopened tins may be returned for a refund, provided that:

The tins remain unused and unopened.
Any original tamper-evident or safety seals remain intact.
You request return authorization within 90 days of delivery.
You follow the return instructions provided by our support team.

Customers pay return shipping costs for these additional unopened tins.

Authorized returns are shipped to our returns address in the United Kingdom. Customers pay international return postage, which may exceed the refund value of a single tin. We recommend contacting us first, as we may offer a no-return alternative (see Section 11).

Unopened tins must be received at our designated return facility within 30 calendar days of the return authorization, unless we agree otherwise.

Costenia may waive the physical return requirement at its discretion.

Additional Opened Tins

If you purchase a multi-tin bundle and open more than one tin, only one opened tin is covered by the Empty-Tin Guarantee.

Additional opened or consumed tins are not eligible for voluntary satisfaction refunds.

This restriction applies even when the original order contains enough strips for a 60-day, 90-day or longer routine.

Multi-Tin Bundles and Promotional Offers

Refunds are calculated using the actual amount paid, including applicable bundle discounts.

For multi-tin bundles, the net product price is allocated equally among identical tins unless the offer expressly specifies a different allocation.

For example, if a three-tin bundle costs $99.99, each tin has an allocated value of $33.33.

If a customer opens one tin and returns the other two unopened:

First opened tin: $33.33 refund, with no return required.
Two unopened tins: $66.66 refund once received and inspected.
Total eligible product refund: $99.99, excluding non-refundable shipping or separately purchased services.

This is an illustrative example. Actual refunds depend on the customer's purchase price, promotion and eligibility.

Products advertised as free or included in a bundle have no additional refundable value beyond the net price paid for the bundle.

Eligibility

The Empty-Tin Guarantee applies to:

The customer's first qualifying purchase of each eligible supplement product.
One qualifying order per customer and household for that supplement.
Eligible one-time purchases.
Refund requests received within 90 days of delivery.

Subsequent orders are not covered by this voluntary first-order satisfaction guarantee.

This does not affect rights relating to defective, damaged, incorrect or otherwise nonconforming products.

Shipping Fees

Original shipping and express delivery charges are excluded from voluntary satisfaction refunds unless applicable law requires otherwise.

Return shipping for additional unopened tins is paid by the customer.

Refund Processing

Approved refunds are issued to the original payment method.

We normally initiate an approved refund within 5 business days after approval or, where applicable, after the returned products have been received and inspected.

Your bank or payment provider may take up to 10 additional business days to display the refund.

4. How to Request a Return or Refund

To request a return or refund, contact:

Email: info@costenia.com

Please include:

Your order number.
The product involved.
Whether the request concerns a satisfaction return, damage, defect or incorrect item.
A brief explanation of the issue, where relevant.

For satisfaction claims under the Empty-Tin Guarantee, you do not need to explain your personal health circumstances or provide medical evidence.

Our team will review your request and provide the appropriate next steps.

Authorized returns must be sent to the returns address we provide with your return authorization. Do not send products to a supplier's warehouse. Unauthorized returns may not be accepted.

For authorized returns, we will provide the designated return address and any necessary reference information.

Products sent without authorization may experience delays or be sent to a facility unable to process them.

5. Return Shipping and Restocking Fees

For clarity, the following rules apply to voluntary returns:

Physical devices

Customer pays return shipping.
10% restocking fee applies.

First qualifying opened supplement tin

No return required.
No restocking fee.

Additional unopened supplement tins

Customer pays return shipping.
No restocking fee.

Additional opened supplement tins

Not eligible for voluntary satisfaction returns or refunds.

Damaged, defective or incorrect products

No restocking fee for remedies Costenia is legally required to provide.
We cover reasonable necessary return shipping or provide an appropriate alternative where required by applicable law.

Nothing in this section limits statutory rights or legally required refunds.

6. Damaged, Defective, Incorrect or Tampered Products

Please inspect your order after delivery.

Arrives damaged.
Is incorrect or significantly different from what was ordered.
Has missing parts or accessories.
Has a manufacturing defect.
Does not function as intended due to a defect.
Is a supplement with damaged, compromised or missing required safety packaging or seals.

For supplements, do not consume any product if you suspect the packaging has been tampered with or its integrity has been compromised.

To help investigate the issue, we may request photographs, videos, the batch or lot number, or a description of the problem.

Depending on the circumstances and applicable law, we may offer a replacement, repair, missing parts, refund or other appropriate remedy.

The 10% voluntary restocking fee does not apply to legally required remedies for defective, damaged or incorrect products.

Any reasonable necessary return-shipping costs for such remedies will be handled in accordance with applicable law.

We encourage customers to report damage or incorrect deliveries promptly, preferably within 7 days of discovering the problem. This is not a restriction on statutory rights.

7. 1-Year Limited Warranty — Physical Devices

Eligible Costenia physical devices are covered by a 1-Year Limited Warranty, beginning on the date of delivery.

This warranty covers manufacturing defects arising during normal consumer use.

Depending on the problem, we may offer:

Troubleshooting assistance.
Replacement parts.
Repair, where practicable.
Replacement of the defective product.
Another appropriate resolution.

Warranty Exclusions

The limited warranty does not cover:

Accidental damage.
Misuse or abuse.
Improper handling or storage.
Unauthorized modifications.
Damage caused by unauthorized repairs.
Normal cosmetic wear that does not affect functionality.

This warranty does not apply to supplements, consumables or products expressly excluded from warranty coverage.

Contact info@costenia.com before disposing of a potentially defective device or attempting a repair.

This warranty is additional to any non-waivable legal rights.

8. Refund Processing

Refunds are issued to the original payment method whenever possible.

For physical devices, approved voluntary refunds are processed after the returned product has been received and inspected.

For supplements, refunds under the Empty-Tin Guarantee are processed after approval of the qualifying opened-tin claim and, where applicable, receipt and inspection of additional unopened tins.

We normally initiate approved voluntary refunds within 5 business days of the relevant approval or inspection.

Banks and payment providers may take up to 10 additional business days to post refunds.

Refunds required by applicable law will be processed within any shorter legally required timeframe.

If you have not received your refund after the stated processing period, contact:

info@costenia.com

9. Digital Products and Downloadable Content

Digital products may include:

eBooks.
Downloadable guides.
Digital manuals.
Training programs.
Digital bonus materials.
Other electronically delivered content.

Where permitted by applicable law, digital products become non-refundable once supplied, accessed or downloaded.

Separately priced digital products are not included in voluntary refund calculations for eligible physical goods.

Any applicable statutory cancellation rights remain unaffected.

10. Delivery Protection

Optional delivery protection or shipping-protection services are separate from physical products.

Where legally permitted, these services may become non-refundable once the protection service has commenced.

Delivery protection is not included when calculating percentage-based refunds of separately priced physical products.

This does not limit legal rights relating to undelivered, damaged or incorrectly supplied goods.

11. Alternative Resolutions

In some cases, Costenia may offer an alternative to a standard return.

Depending on the circumstances, this may include:

A partial refund.
A replacement.
Store credit, if accepted by the customer.
A no-return refund.
Another mutually agreed resolution.

We may offer these options where returning the product is impractical, unusually expensive or unnecessary.

For example, we may choose not to require an unopened supplement tin to be shipped back if the cost of return processing would be disproportionate.

For additional unopened supplement tins, we may offer a partial refund with no return required as an alternative to a physical return. You may accept this alternative or choose to return the unopened tins under Section 3 for a refund of their full allocated value. The refund for your first qualifying opened tin is not affected by which option you choose.

Any discretionary alternative will be explained to the customer before acceptance.

Where a cash refund is legally required, we will not substitute store credit without the customer's agreement.

12. Shipping Delays, Undelivered Orders and Lost Packages

Delivery estimates on our website are provided in good faith.

Occasionally, shipments may be delayed by carriers, customs processing, weather, public holidays or other logistical events.

If we are unable to ship within the promised shipping timeframe, we will comply with applicable notification, cancellation and refund requirements.

Customers will not be required to accept an indefinite shipping delay.

If an order is confirmed lost, undelivered or otherwise not fulfilled, we will investigate and provide an appropriate replacement or refund in accordance with applicable law.

No restocking fee applies to an order cancelled or refunded because Costenia failed to fulfil it as legally required.

For US internet orders, statutory shipment-delay cancellation and refund rights apply independently of our voluntary satisfaction guarantees.

13. Refused Packages and Incorrect Addresses

Customers are responsible for providing accurate delivery information during checkout.

If you notice an address error, please contact us immediately so we can determine whether the shipment can be corrected before dispatch.

If you refuse delivery of an otherwise conforming product as a voluntary return, please contact our support team.

Refund eligibility will depend on whether the shipment is successfully recovered, the condition of the merchandise and applicable law.

Reasonable return shipping and the applicable 10% voluntary restocking fee may apply where legally permitted.

If delivery is refused because the package is visibly damaged or the merchandise is defective or incorrect, we will handle the matter under Section 6 and applicable law.

Nothing in this section overrides legal rights concerning lost, undelivered, damaged or incorrectly supplied goods.

14. Exchanges

We do not generally offer direct exchanges for change-of-mind purchases.

If you wish to order a different product, please contact customer support to discuss available options.

Replacements for defective, incorrect or damaged products are handled separately and are not considered discretionary exchanges.

For hygiene and product-integrity reasons, opened supplements are not eligible for ordinary exchanges.

15. Non-Returnable and Excluded Items

Subject to applicable law, the following may be excluded from voluntary returns:

Additional opened or consumed supplement tins beyond the first qualifying opened tin.
Digital content once delivered, accessed or downloaded.
Gift cards.
Personalized or custom-made products where return exclusions are legally permitted.
Certain hazardous or restricted-return products.
Optional services already performed or commenced.
Items otherwise expressly identified as excluded before purchase.

Important: The first qualifying opened supplement tin remains eligible for the Empty-Tin Guarantee, even when empty.

Additional unopened tins remain eligible for voluntary return under Section 3.

Exclusions do not remove legally required rights concerning defective, damaged, incorrect or misdescribed products.

16. Medical Results and Health Information

Costenia dietary supplements are not sold with a guarantee of any particular medical or laboratory outcome.

The Empty-Tin Guarantee is a customer-satisfaction promise, not a promise that a supplement will produce a specific change in ferritin, haemoglobin, hair growth or energy levels.

You do not need to provide blood-test results, medical documents or other sensitive health information to request a qualifying satisfaction refund.

If you voluntarily share health-related information with our support team, we will handle it in accordance with our Privacy Policy and applicable data protection law.

Nothing in this Return & Refund Policy constitutes medical advice.

17. Customer Support and Payment Disputes

We encourage customers to contact Costenia support before opening a payment dispute or chargeback.

Many issues involving deliveries, refunds or defective items can be resolved through our support process.

Contacting us first allows us to investigate the issue and offer an appropriate resolution.

However, customers are not required to waive chargeback rights, payment-provider protections or other legal remedies.

18. UK, European Union and Other Consumer Rights

Costenia may sell different products in different countries.

Customers in the United Kingdom, European Union and other jurisdictions may have statutory cancellation, return, warranty and consumer-protection rights.

These rights may differ from the voluntary guarantees described in this policy.

For example, eligible online purchases delivered in the United Kingdom or European Union may carry statutory cancellation rights, subject to relevant exceptions and conditions.

For health-protection and hygiene reasons, the statutory cancellation right does not apply to sealed goods such as supplements once they have been unsealed after delivery, where the applicable legal conditions for this exception are met.

Nothing in this policy is intended to exclude, restrict or replace consumer rights that cannot legally be excluded.

Where applicable law provides greater protection than this policy, that law takes precedence.

19. Changes to This Policy

Costenia may update this policy to reflect changes in our products, operations or legal obligations.

The version applicable to an order will be determined by the terms presented at the time of purchase, subject to applicable law.

We will not retroactively remove accrued rights under an existing order.

20. Contact Information

For returns, refunds, warranty claims or other customer support requests, contact:

Costenia

Operated by Barsotti Enterprises Ltd

Email: info@costenia.com

Our support team is available seven days a week through our published support channels.

Authorized returns must be sent to the returns address we provide with your return authorization. Do not send products to a supplier's warehouse. Unauthorized returns may not be accepted.

An authorized return address will be provided for eligible physical returns.

This policy describes Costenia's voluntary guarantees and return procedures. Nothing in it limits rights or remedies that cannot legally be excluded under applicable consumer law.