Terms of service

Terms of Service

Last updated: July 29, 2026

1. Overview

This website and online store are operated by Fyella SH.P.K., referred to in these Terms of Service as “Fyella,” “we,” “us,” or “our.”

Fyella operates this website, including its information, content, functionality, products, customer-support channels, and related services, collectively referred to as the “Services.”

Our online store is powered by Shopify, which provides the e-commerce platform used to display products, receive orders, and operate the Services.

These Terms of Service, together with our Privacy Policy, Return and Refund Policy, Shipping Policy, and any other policies displayed on the website, govern your access to and use of the Services.

By using the Services or placing an order, you confirm that you have read and agree to these Terms. If you do not agree with them, you should not use the Services or place an order.

Nothing in these Terms limits any mandatory rights you have under applicable consumer-protection law.

2. Eligibility and Age Restriction

You must be at least 18 years old to purchase or use Fyella products.

By placing an order, you confirm that:

you are at least 18 years old;
you have the legal capacity to enter into a contract;
the information you provide is accurate and complete; and
you are purchasing the products for lawful personal or household use.

You may not purchase products on behalf of a person under the age of 18.

Fyella may cancel an order where we reasonably believe that the customer does not meet the applicable age requirement.

3. Customer Accounts

You may be able to place an order as a guest or through a customer account, depending on the features available on the website.

Where you create an account, you are responsible for:

providing accurate and current information;
keeping your login details confidential;
preventing unauthorized access to your account; and
notifying us promptly if you believe your account has been compromised.

You may not transfer, sell, or provide your customer account to another person.

We may suspend or close an account where we reasonably believe it is being used fraudulently, unlawfully, or in breach of these Terms.

4. Product Information and Appearance

We make reasonable efforts to ensure that product descriptions, photographs, prices, quantities, and availability information are accurate.

However:

colours may appear differently depending on your screen and device settings;
natural materials such as wood may vary in colour, grain, texture, and appearance;
packaging may change without materially changing the product;
minor variations may occur between product batches; and
photographs may include props or accessories that are not part of the product unless expressly listed.

The contents of each product package will be those described on the applicable product page or order confirmation.

We may correct product information, update descriptions, limit quantities, or discontinue products. Changes will not affect an order already accepted unless required to correct an obvious error or comply with law.

5. Product Nature, Safety, and Responsible Use

Fyella sells Lio products intended exclusively for adults aged 18 and over.

Lio is a reusable flavoured-air and sensory-ritual device. Air is drawn through a replaceable core containing botanical aromas or essential-oil-based aromatic compounds.

Lio does not contain nicotine or tobacco and does not use a battery, heating element, combustion, or heated vapour.

No Medical or Smoking-Cessation Claims

Lio is a wellness and aromatherapy product. It is not:

a medical device;
a medicinal product;
a tobacco product;
an electronic cigarette or vape;
a nicotine-replacement product;
a smoking-cessation aid;
a treatment for addiction or substance dependence; or
a substitute for professional medical advice, diagnosis, or treatment.

Lio and the information provided through the Services are not intended to diagnose, treat, cure, mitigate, or prevent any disease, medical condition, addiction, or dependence.

Fyella does not claim or guarantee that Lio will:

help a person stop smoking or vaping;
reduce or eliminate nicotine cravings;
treat addiction or dependence;
relieve anxiety or stress;
improve concentration;
produce therapeutic effects; or
achieve any particular health or behavioural result.

Individual experiences and reactions may differ.

Information published through the Services is provided for general product-information purposes only and must not be treated as medical or healthcare advice.

Medication and Medical Conditions

Lio must not be used as a replacement for prescribed medication, medical treatment, counselling, nicotine-replacement therapy, or professional healthcare advice.

Do not stop or change prescribed medication or medical treatment because of information found on our website or because you have purchased or used a Lio product.

Consult a qualified healthcare professional before using Lio if you:

have or suspect that you have a medical condition;
are pregnant or breastfeeding;
are taking prescription or other medication;
have respiratory sensitivities;
have known allergies or intolerances;
are sensitive to essential oils or botanical aromas; or
have concerns about possible interactions or adverse reactions.

If you are experiencing addiction or substance dependence, seek advice and support from a qualified healthcare professional.

Ingredients and Allergies

Lio cores may contain essential oils, botanical aromas, natural aromatic compounds, and, depending on the flavour, other food-grade or cosmetic-grade ingredients or carriers.

Ingredients differ between flavours and product versions.

Before purchasing or using a product, you must:

review the ingredient information shown on the relevant product page and packaging;
check whether the product contains substances to which you are allergic or sensitive;
follow all product warnings and instructions; and
contact Fyella before ordering if you require further ingredient information.

Fyella does not guarantee that every product is suitable for every person.

Descriptions such as “natural,” “botanical,” or “food-grade” do not mean that an ingredient cannot cause an allergic reaction, sensitivity, irritation, or other adverse effect.

Adverse Reactions

Stop using the product immediately if you experience irritation, allergic symptoms, nausea, dizziness, breathing discomfort, or another unexpected or adverse reaction.

Seek appropriate medical attention where symptoms are serious, persistent, or concerning.

Fyella is not qualified to provide medical advice or assess whether a product is appropriate for a specific health condition.

Safe Use

You must:

use Lio only for its intended purpose;
read and follow the instructions supplied with the product;
use only compatible Lio cores and accessories;
avoid excessive or improper use;
not modify, dismantle, burn, heat, or misuse the product;
not eat, swallow, open, or otherwise ingest the cores or their contents;
keep devices, cores, packaging, and small components away from children and pets;
store the products according to the instructions on their packaging; and
stop using any damaged, contaminated, expired, or defective product.

Lio products must not be supplied to or used by anyone under 18 years of age.

Customer Responsibility

You are responsible for reading the product information, ingredient details, warnings, and usage instructions before using Lio.

You acknowledge that reactions to botanical aromas and essential-oil-based products can vary between individuals.

Fyella is not responsible for harm resulting from:

use contrary to the instructions or warnings;
use by a person under 18;
ingestion of a core or its contents;
continued use after an adverse reaction;
unauthorized modification or misuse;
use of incompatible or third-party components;
failure to consider known allergies or sensitivities; or
using the product as a substitute for medical care or prescribed treatment.

Nothing in this section excludes or limits Fyella’s responsibility for defective or unsafe products, misleading information, negligence, or any other liability that cannot lawfully be excluded or limited.

Supplier Information

Lio products are manufactured, branded, or supplied by third parties associated with the Lio brand.

Fyella is the seller of the products offered through this store in Kosovo and is responsible for its obligations to customers under applicable law.

Product specifications, ingredients, instructions, and warnings may be updated by the manufacturer or supplier. Where updated safety information becomes available, customers must follow the most recent instructions supplied with the product or published by Fyella.

6. Orders and Contract Formation

When you submit an order, you are making an offer to purchase the products listed in that order.

Before submitting the order, you are responsible for reviewing:

the selected products;
quantities;
prices;
delivery address;
telephone number;
delivery charge; and
payment method.

Submitting an order means that the order carries an obligation to pay if it is accepted.

An automatic order-confirmation message may only acknowledge that we have received your order. A contract is formed when we expressly accept the order, confirm it for processing, or dispatch it, whichever occurs first.

Fyella may contact you by telephone, email, or another available communication method to confirm the order and delivery information.

We may reject or cancel an order where:

the product is unavailable;
the price or product information contains an obvious error;
the delivery address is incomplete or outside our delivery area;
we cannot contact the customer;
the order appears fraudulent or abusive;
the customer does not meet the age requirement;
the order exceeds applicable quantity limits;
the customer has repeatedly refused confirmed cash-on-delivery orders; or
accepting the order would violate applicable law.

Where an accepted order is cancelled by us, we will notify you and refund any amount already paid.

7. Personal Use and Resale

Products sold through the Services are intended for personal or household use.

You may not purchase products for commercial resale, redistribution, export, marketplace listing, or unauthorized promotional use without our prior written approval.

We may limit or cancel orders that reasonably appear to have been placed for unauthorized resale or commercial distribution.

8. Prices, Charges, and Promotions

Prices are displayed in euros.

The product price applicable to your order is the price displayed when the order is submitted, subject to correction of an obvious pricing error.

Any applicable delivery fee will be displayed during the ordering process or communicated before the order is confirmed.

Before you become bound by the order, you will be informed of the total amount payable, including the product price and applicable delivery charge.

Prices and promotions may change without notice, but a price change will not affect an order already accepted.

Promotional offers may be subject to separate conditions, including:

validity periods;
quantity limits;
eligible products;
one use per customer; or
restrictions on combining promotions.

If promotional conditions conflict with these Terms, the specific promotional conditions apply to that promotion.

9. Pricing and Information Errors

We may correct typographical errors, pricing mistakes, inaccurate descriptions, availability errors, or other obvious mistakes on the website.

If an obvious error affects an order you submitted, we will contact you and provide the option to:

proceed using the corrected information or price; or
cancel the affected order.

We will not require you to pay a corrected, higher price without your agreement.

10. Payment

Unless another payment method is displayed and accepted during checkout, orders are paid in cash upon delivery.

You agree to pay:

the confirmed product price;
the applicable delivery charge; and
any other amount clearly disclosed before the order is submitted.

Please ensure that you or another authorized adult is available to receive and pay for the order.

If electronic payments are introduced in the future, additional payment-provider conditions may apply. Any such conditions will be presented through the relevant payment service.

Fyella will not impose payment-method charges exceeding the actual cost associated with that payment method where prohibited by applicable law.

11. Shipping and Delivery

Fyella currently delivers only within the Republic of Kosovo.

Delivery areas, charges, procedures, and estimated delivery times are described in our Shipping Policy.

Delivery estimates are not guaranteed deadlines unless we expressly agree to a specific delivery date.

Where no separate delivery period has been agreed, we will deliver the goods without undue delay and within the period required by applicable law.

Delays may occur because of:

courier workload;
adverse weather or road conditions;
public holidays;
inaccessible or remote addresses;
incorrect customer information;
unsuccessful delivery attempts; or
circumstances outside our reasonable control.

If a material delay occurs, we will provide information where reasonably possible. Your mandatory rights relating to delayed or failed delivery remain unaffected.

12. Transfer of Risk

Risk of loss or damage passes to you when you, or another person designated by you other than the courier, physically receives the order.

Risk does not pass to you merely because Fyella has handed the package to the courier.

Ownership of the products passes to you once the products have been delivered and the full amount due has been paid.

13. Delivery Information and Failed Deliveries

You must provide a complete and accurate delivery address and a valid telephone number.

Fyella is not responsible for delivery delays caused by inaccurate, incomplete, or outdated information provided by the customer.

The courier may contact you to arrange delivery.

If an order cannot be delivered because:

the recipient cannot be contacted;
no authorized person is available;
access to the address is unavailable;
the address is incorrect;
the recipient refuses the order; or
payment is not available,

the order may be returned to Fyella.

Repeated unjustified refusal of confirmed cash-on-delivery orders may result in future orders being declined or subject to additional verification, where permitted by law.

14. Cancellations, Returns, and Refunds

Cancellation, withdrawal, return, exchange, and refund requests are governed by our Return and Refund Policy and applicable consumer law.

Fyella currently offers an additional 30-day return period for eligible products, subject to the conditions described in that policy.

Certain opened or used products may not be returnable for health and hygiene reasons, particularly where:

a mouthpiece has been used;
a device or component has been placed in the mouth;
a refill or flavour-core package has been opened; or
a hygiene or protective seal has been removed.

These exclusions do not affect your rights where a product is defective, damaged, incorrect, incomplete, or otherwise not in conformity with the contract.

To request a cancellation, return, or refund, contact info@fyella.com.

15. Defective, Damaged, or Incorrect Products

You should inspect your order after delivery.

the product is damaged;
the product is defective;
parts are missing;
the package appears to have been opened or tampered with; or
you received a different product from the one ordered.

We may request:

your order number;
photographs of the product and packaging;
a description of the issue; and
other information reasonably needed to assess the claim.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, price reduction, refund, or another legally available remedy.

Nothing in these Terms excludes the legal guarantee that goods must conform to the sales contract.

16. Intellectual Property

The website and its contents, including text, graphics, photographs, videos, design elements, logos, layout, and software, are owned by or licensed to Fyella and are protected by applicable intellectual-property law.

The Fyella name, logo, and original brand materials may not be used without our prior written permission.

Product names, trademarks, photographs, and materials belonging to Lio, Shopify, or other third parties remain the property of their respective owners.

You may use the website only for personal and non-commercial purposes.

Without written permission, you may not:

copy or reproduce substantial website content;
republish product photographs or descriptions;
modify or create derivative works from our content;
use our branding in a way that suggests endorsement or authorization;
sell or commercially exploit website content; or
remove copyright, trademark, or ownership notices.

17. Reviews, Feedback, and Customer Content

You may be able to submit product reviews, comments, photographs, suggestions, or other content.

By submitting content, you confirm that:

you own it or have permission to submit it;
it is accurate to the best of your knowledge;
it does not violate another person’s rights;
it is not unlawful, defamatory, abusive, discriminatory, obscene, or misleading;
it does not contain malware or harmful code; and
you have disclosed any compensation or incentive connected to the review.

You grant Fyella a non-exclusive, worldwide, royalty-free licence to use, reproduce, translate, adapt, publish, and display submitted content for operating and promoting the Services.

This licence does not transfer ownership of your content to Fyella.

We may remove or decline to publish content that violates these Terms or applicable law.

18. Acceptable Use

You may use the Services only for lawful purposes.

You must not:

use the Services for fraud or unlawful activity;
submit false order or identity information;
impersonate another person;
interfere with the security or operation of the website;
introduce viruses, malware, or harmful code;
attempt unauthorized access to accounts, systems, or data;
collect personal information about other users without authorization;
scrape or systematically extract website content for commercial use;
infringe intellectual-property, privacy, or other legal rights;
send spam or unauthorized commercial messages; or
harass, threaten, or abuse another person through the Services.

We may restrict access where we reasonably believe the Services are being misused.

19. Third-Party Services and Links

The Services may contain links to or integrations with third-party websites, social-media platforms, payment services, delivery services, or other tools.

Third-party services are governed by their own terms and privacy policies.

Fyella does not control third-party websites and is not responsible for their content, availability, privacy practices, or independent actions.

Nothing in this section limits liability that cannot legally be excluded.

20. Relationship With Shopify

The online store is powered by Shopify.

Shopify provides the technical platform used to operate the store, but purchases made through the store are transactions directly between you and Fyella SH.P.K.

Fyella, and not Shopify, is the seller of the products and is responsible for:

accepting and fulfilling orders;
product information;
customer support;
delivery;
returns and refunds; and
compliance with applicable consumer law.

To the extent permitted by law, Shopify is not responsible for products purchased from Fyella or for disputes arising directly from those purchases.

Shopify may independently process certain personal information as described in our Privacy Policy and Shopify’s applicable privacy policies.

21. Privacy

Personal information collected through the Services is processed in accordance with our Privacy Policy.

Because the store is hosted by Shopify, personal information may also be processed by Shopify and its service providers to provide, secure, and improve the platform.

By using the Services, you acknowledge that you have had the opportunity to review our Privacy Policy.

22. Website Availability

We aim to keep the Services reasonably available and secure, but we do not guarantee that the website will always operate without interruption or error.

We may temporarily restrict access to perform:

maintenance;
security updates;
technical repairs;
feature changes; or
legal or regulatory measures.

This does not affect contracts already formed or your rights relating to an existing order.

23. Warranties and Consumer Rights

Products purchased from Fyella are subject to all warranties and conformity rights required by applicable law.

Nothing in these Terms excludes or restricts:

your mandatory consumer rights;
liability for fraud or intentional misconduct;
liability for death or personal injury where it cannot legally be excluded;
liability for defective or non-conforming products where imposed by law; or
any other liability that cannot legally be limited.

Except for rights and warranties required by law or expressly provided by us, we do not promise that:

the website will always be available or error-free;
every product will remain continuously in stock; or
a product will produce a particular subjective or personal result.

24. Limitation of Liability

To the fullest extent permitted by law, Fyella is not responsible for losses resulting from:

use of a product contrary to its instructions;
unauthorized alteration or misuse of a product;
inaccurate information provided by the customer;
unauthorized access caused by a customer failing to protect account credentials;
third-party websites or services outside our control; or
events outside our reasonable control.

For customers purchasing products for personal use, Fyella is not responsible for business losses, including lost profits, lost revenue, lost business opportunities, or business interruption.

Nothing in this section excludes or reduces liability where doing so would be prohibited by applicable law.

25. Events Outside Our Control

Fyella is not responsible for a delay or failure caused by an event outside our reasonable control, including natural disasters, severe weather, transport interruption, public-authority action, telecommunications failure, widespread technical outages, strikes, or similar events.

Where such an event affects an accepted order, we will take reasonable steps to minimize the effects and inform you where appropriate.

If fulfilment becomes impossible or is materially delayed, you retain any cancellation or refund rights provided by applicable law.

26. Suspension and Termination

We may suspend or terminate access to the Services where you:

materially violate these Terms;
use the Services unlawfully;
attempt fraud;
compromise website security; or
repeatedly abuse the ordering or delivery process.

Termination of website access does not:

remove payment obligations already incurred;
cancel an accepted order unless we notify you;
remove your mandatory consumer rights; or
affect provisions that are intended to continue after termination.

27. Severability

If any part of these Terms is found to be unlawful, invalid, or unenforceable, that part will be limited or removed only to the extent necessary.

The remaining provisions will continue to apply.

28. No Waiver

If Fyella does not immediately enforce a provision of these Terms, this does not mean that we have waived the right to enforce it later.

A waiver is effective only where clearly given for the specific matter concerned.

29. Assignment

You may not transfer your rights or obligations under these Terms to another person without our consent.

Fyella may transfer its rights and obligations as part of a legitimate sale, restructuring, or transfer of the business, provided that the transfer does not reduce your mandatory consumer rights.

30. Governing Law and Disputes

These Terms and contracts concluded through the Services are governed by the laws of the Republic of Kosovo.

Nothing in these Terms deprives a consumer of any mandatory protection available under applicable law.

If a dispute arises, please contact us first at info@fyella.com so that we can attempt to resolve it directly.

If the dispute cannot be resolved, it may be submitted to the competent authorities or courts of the Republic of Kosovo.

You are not required by these Terms to submit a dispute to private arbitration.

31. Changes to These Terms

We may update these Terms to reflect changes in:

applicable law;
our products or Services;
Shopify functionality;
payment or delivery methods;
security requirements; or
business operations.

The updated version will be published on this page with a revised “Last updated” date.

Changes apply prospectively. The Terms in effect when an order was accepted will normally continue to govern that order, unless applicable law requires otherwise.

32. Language

These Terms may be published in Albanian and English.

Both versions are intended to have the same meaning. If there is an inconsistency, the Albanian version will prevail to the extent permitted by applicable law.

33. Contact Information

Questions about these Terms or the Services should be sent to:

Fyella SH.P.K.
Unique Identification Number: 812443547
Registered address: Isa Kastrati 57, 10000 Prishtinë, Kosovo
Email: info@fyella.com
Telephone: +383 48 554 552