Effective date: 14 September 2026
Last updated: 14 September 2026
UAB "Aim Health" · Reg. 307399925 · info@aimcellhealth.com · +370 618 60663
This Policy explains how to return a product and get your money back. It covers three separate routes: your statutory 14-day right of withdrawal, our voluntary 180-day money-back guarantee, and faulty, incorrect, or lost orders.
1. Your statutory right of withdrawal (14 days)
As a consumer in the EU you have the right to withdraw from your purchase within 14 days, without giving a reason, under Directive 2011/83/EU.
The period runs from the day you, or a person you nominate, take physical possession of the goods. For a subscription, each delivery carries its own 14-day period.
How to withdraw. Tell us before the 14 days expire by emailing info@aimcellhealth.com with your order number and a clear statement that you are withdrawing. You may use the model withdrawal form in section 7 but do not have to.
Important exception for opened supplements. Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for health-protection or hygiene reasons and which have been unsealed after delivery. Our capsules are sealed food supplements, so:
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Unopened, with the seal intact — returnable under the statutory right.
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Opened or unsealed — not returnable under the statutory right. However, it may still be covered by our 180-day money-back guarantee in section 2.
Returning the goods. Send the product back within 14 days of telling us you withdraw. You pay the return shipping cost. We recommend a tracked service — you are responsible until the parcel reaches us.
Your refund. We refund the full price plus the standard delivery charge you paid on the outbound order, within 14 days of receiving the goods back or of your proof of return, whichever is earlier. Refunds go to your original payment method; you pay nothing for the refund itself. If you chose express delivery, we refund only up to the cost of our standard delivery. We may reduce the refund to reflect any diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.
2. Our 180-day money-back guarantee
We go beyond the law. If you have tried the product and it has not worked for you, we will refund it — up to 180 days from the date you received your first order, even if the product is opened.
How it works:
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Email info@aimcellhealth.com with your order number and a short note on your experience. We may ask a couple of questions to see whether an adjustment would help first, but we will not make you jump through hoops.
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We will ask you to return any unused product, including empty containers, so we can log the claim. You pay the return shipping.
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We refund the product price to your original payment method within 14 days of receiving the return.
Conditions:
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One guarantee claim per customer and per household.
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Applies to your first order or first subscription cycle — the point of the guarantee is to remove the risk of trying us.
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Outbound delivery charges are not refunded under the guarantee. (They are under the statutory 14-day right — see section 1.)
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The guarantee is voluntary and additional. It does not restrict your statutory rights in any way.
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We may decline claims where there is evidence of abuse, such as repeat claims across multiple accounts or addresses.
If you have an active subscription, claiming the guarantee does not automatically cancel it. Cancel separately as set out in section 4.
3. Damaged, faulty, incorrect, or missing items
You always have the statutory right to goods that are as described and of satisfactory quality. This is in addition to the rights above, and it costs you nothing.
Report within 14 days of delivery to info@aimcellhealth.com with your order number, a description of the problem, and photographs of the product and the outer packaging. Photos let us settle most claims without a return.
We will replace the item free of charge or refund you in full, at your choice. Where a return is needed, we pay the return shipping and send you a label.
Parcel lost in transit. If tracking shows no movement for 15 business days, contact us. We will open a claim with FedEx and, once confirmed, send a replacement at no cost or refund you in full, at your choice.
Wrong item received. We arrange collection or send a prepaid label, and dispatch the correct item immediately.
4. Cancelling a subscription
Email info@aimcellhealth.com from the address on your account, at least 48 hours before your next renewal date. We confirm by email within two business days.
An order already charged and dispatched when you cancel is not refunded on that basis alone — but it remains covered by your statutory 14-day right if unopened, by the 180-day guarantee if applicable, and by section 3 if anything is wrong with it.
5. Undeliverable and refused parcels
If a parcel cannot be delivered because the address was wrong or incomplete, nobody collected it within the carrier's holding period, or you refused it, and it returns to us, we refund the product price less the original delivery cost and any return-to-sender fee charged by the carrier. If you would prefer us to re-ship, we will, and invoice you for the new delivery cost.
6. Return address
Send all returns to:
UAB "Aim Health" c/o UAB "Pekitas"
Statybininkų g. 5
LT-96155 Gargždai
Lithuania
Always contact us before sending anything back — we need to register the return so it can be matched to your order. Include your order number inside the parcel. Returns sent without prior notice may be delayed.
7. Model withdrawal form
To: UAB "Aim Health", Kviečių g. 2-107, LT-08418 Vilnius, Lithuania — info@aimcellhealth.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on: ______________
Order number: ______________
Name of consumer: ______________
Address of consumer: ______________
Signature (only if this form is sent on paper): ______________
Date: ______________
8. Complaints
Email info@aimcellhealth.com and we will respond within 14 days. If we cannot resolve matters, you may apply free of charge to the State Consumer Rights Protection Authority (Vilniaus g. 25, LT-01402 Vilnius, tarnyba@vvtat.lt, www.vvtat.lt) or use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.