Refund policy

Return and Refund Policy

Last updated: July 29, 2026

We want you to be satisfied with your purchase. Fyella offers a 30-day return period, which means that you may request a return within 30 days after receiving your order, subject to the conditions below.

This policy does not limit any mandatory rights you may have under applicable consumer-protection law.

14-Day Right of Withdrawal

For purchases made online or through another distance-selling method, you have the right to withdraw from your purchase within 14 calendar days after receiving the product, without providing a reason, except where a legal exception applies.

To exercise this right, you must notify us clearly of your decision before the 14-day period expires by contacting us at info@fyella.com.

You may inspect the product only to the extent reasonably necessary to determine its nature, characteristics, and operation. You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary.

Additional 30-Day Return Policy

In addition to your statutory 14-day withdrawal right, Fyella voluntarily allows eligible products to be returned within 30 days after delivery.

For return requests submitted after the first 14 days, the product must be:

  • unused and unworn;

  • unopened, where the product has a protective or hygiene seal;

  • in the same condition in which it was received;

  • complete with all accessories, components, instructions, tags, and original packaging; and

  • accompanied by a receipt or other proof of purchase.

Fyella may refuse a return under the additional 30-day policy if these conditions are not met.

Starting a Return

To request a return, contact us at:

Email: info@fyella.com

Please include:

  • your full name;

  • your order number;

  • the product you wish to return;

  • the reason for the return, where applicable; and

  • photographs if the product is damaged, defective, incomplete, or incorrect.

Once your request has been reviewed, we will provide instructions explaining how and where to return the product.

Returns must be sent to:

Fyella SH.P.K.
Isa Kastrati 57
10000 Prishtinë
Republika e Kosovës

Please contact us before sending a product back. Packages that cannot be matched to a return request or order may be delayed or returned to the sender.

Return Shipping Costs

Unless the product is defective, damaged, incomplete, or different from what was ordered, the customer is responsible for the direct cost of returning the product.

Fyella will cover reasonable return costs where the return results from an error on our part or where required by applicable law.

We do not accept cash-on-delivery return shipments unless this has been agreed with us in writing in advance.

Damaged, Defective, Incorrect, or Missing Products

Please inspect your order when it is delivered.

Contact us as soon as possible at info@fyella.com if:

  • the product arrived damaged;

  • the product is defective;

  • parts or items are missing; or

  • you received a product different from the one you ordered.

Please provide your order number and clear photographs showing the issue. We will assess the matter and provide an appropriate solution, which may include a replacement, repair, refund, or another remedy available under applicable law.

Damage resulting from misuse, accidental damage after delivery, failure to follow the usage instructions, or normal wear and tear is not considered a product defect.

Products That Cannot Be Returned

For health, hygiene, and safety reasons, we cannot accept returns of sealed products that have been opened after delivery and are not suitable for resale.

This includes, where applicable:

  • used or opened mouthpieces;

  • opened flavour cores, aroma cores, refill sachets, or refill packages;

  • devices or components that have been placed in the mouth or otherwise used;

  • products with a broken hygiene or protective seal;

  • personalized or specially ordered products; and

  • products that deteriorate or expire rapidly.

These exclusions do not apply where the product was defective, damaged, incomplete, incorrect, or where applicable law requires otherwise.

Promotional or discounted items remain subject to applicable consumer rights. Any additional return restrictions will be clearly stated before purchase and will apply only where legally permitted.

Gift cards, if offered, cannot normally be returned or exchanged for cash except where required by law.

Exchanges

We do not currently process direct exchanges.

The quickest way to receive another product is to return the original product in accordance with this policy and place a separate order after the return has been approved.

If you received a defective, damaged, or incorrect product, contact us before placing another order so that we can arrange an appropriate solution.

Refunds

We will notify you after receiving and inspecting the returned product.

Where the return is approved, we will issue the refund without undue delay and within the period required by applicable law. We may withhold the refund until we have received the returned product or until you provide evidence that the product has been sent back, whichever occurs first.

For a valid withdrawal made during the statutory 14-day period, the refund will include the amount paid for the returned product and, where required by law, the cost of the least expensive standard delivery method offered by us. Additional delivery costs resulting from a premium or non-standard delivery method are not refundable.

For returns made under Fyella’s voluntary return policy after the statutory withdrawal period, original delivery costs are not refundable unless the product was defective, damaged, incomplete, or incorrect.

Because orders may be paid for in cash upon delivery, refunds will normally be made by bank transfer or another method agreed with you. We may ask you to provide:

  • the account holder’s full name;

  • the IBAN or bank account number; and

  • any additional information reasonably required to complete the refund.

The refund method will not result in an additional fee charged by Fyella.

Fyella is not responsible for delays caused by banks, payment providers, incorrect account information, or circumstances outside our reasonable control.

Refused and Undelivered Orders

Refusing delivery or failing to collect an order does not automatically constitute a properly submitted return or withdrawal request.

Please contact us at info@fyella.com if you wish to cancel or withdraw from an order. We reserve the right to recover reasonable delivery or return costs arising from unjustified refusal or repeated failure to accept confirmed orders, where permitted by law.

Contact

For questions about returns, refunds, damaged products, or this policy, contact us at:

Fyella sh.p.k
Email: info@fyella.com
Telephone: +383 48 554 552
Address: Isa Kastrati 57, Prishtina, Kosovo