Refund policy

This website (hereinafter – “Website”) and any other products labeled under the brand name ASUNO are operated by Wire Salad OÜ, which is a limited liability company incorporated under the laws of Estonia (company reg. No. 16105764) with a registered address at Harjumaa, Tallinn linn, Hobujaama tn 4, 10151 Estonia, European Union (hereinafter – “Company”, “us”, “we” or “our”).

Contact: support@asuno.com

Effective date: July 2026

1. About this Returns & Refunds Policy

1.1 This Returns & Refunds Policy applies to consumers in the European Union, European Economic Area and United Kingdom and explains how returns and refunds for ASUNO Products are handled. It forms part of the Terms of Sale, and defined terms have the same meaning as in the Terms of Sale. Where this Policy sets out a procedure or practical detail, it does so solely to implement the Terms of Sale and does not amend them.

1.2 Nothing in this Policy limits or excludes the mandatory consumer rights you have under the law of the country where you live. Your statutory withdrawal rights, remedies for defective or non-conforming Products, and applicable return exclusions are set out below.

1.3 Our Products are food supplements supplied in gummy or other forms in stand-up pouches secured by a peel-off, tamper-evident seal. Whether that seal remains intact is relevant to the Product’s eligibility for a return.

1.4 Subscription cancellation is governed by our Subscription Cancellation Policy. Cancelling a subscription does not, by itself, cancel, return or refund an Order that has already been paid for or dispatched.

1.5 Section 4 explains how to contact us and the procedures applicable to returns and refunds. It applies to all requests made under this Policy.

2. Your 14-day right of withdrawal

2.1 You may change your mind and return an eligible Product within 14 days without giving a reason. The Product’s tamper-evident seal must remain intact.

2.2 The 14-day period starts on the day after you, or a person chosen by you other than the carrier, receive the Product. If Products from the same Order are delivered separately, the period starts on the day after the last Product is received. For subscriptions, a separate 14-day period applies to each delivery.

2.3 You must tell us that you wish to withdraw before the 14-day period ends. You then have a further 14 days to send the Product back.

2.4 Each pouch has a tamper-evident seal. Because our Products are foodstuff and cannot be safely resold once opened, you lose the right to return a pouch for change-of-mind reasons if its seal is broken after delivery. This applies to each pouch separately: opening one pouch does not affect your right to return any other sealed pouches from the same Order or delivery.

2.5 The exclusion in clause 2.4 applies only where you have changed your mind. If a Product is faulty, damaged, expired, incorrect or otherwise not as described, your rights under Section 3 continue to apply even if the seal has been broken.

3. Faulty, damaged, incorrect or non-conforming Products

3.1 Products must match their description, be of the quality you can reasonably expect and be fit for their usual purpose. If a Product is faulty, damaged, expired, incorrect, missing or otherwise not as described, you are entitled to the remedies available under applicable consumer law.

3.2 These rights are separate from your 14-day right of withdrawal. They are not lost merely because you opened the seal, reasonably used the Product to identify the problem or more than 14 days have passed. They also apply to subscription deliveries.

3.3 Please contact us as explained in Section 4. We may ask for reasonable evidence of the problem, such as photographs or order details. Depending on the circumstances and applicable law, we will provide an appropriate remedy, such as a replacement, price reduction or refund, at no additional cost to you. Where the law that applies to you gives you the choice of remedy, that choice is yours. Consumers in the United Kingdom also have a short-term right to reject a faulty Product within 30 days of delivery and receive a full refund. Any refund will be based on the amount actually paid for the affected unit, as explained in Section 6.

3.4 We will deliver by the agreed date or, if no date was agreed, within 30 days. If we do not deliver on time, you may set a reasonable additional deadline. You may cancel the affected Order and receive a refund if we still do not deliver, or if delivery by the original date was essential.

3.5 Contact us if an Order is shown as delivered but has not arrived, or if anything is missing. We will investigate and, where appropriate, provide a replacement or refund. If delivery fails because of repeated failed delivery attempts or because you provided an incorrect address, we may deduct reasonable, evidenced costs where permitted by law and the Terms of Sale.

4. How to request a return

4.1 Contact us at support@asuno.com or through https://asuno.com/pages/contact. Please include your Order number and tell us which Products you wish to return or what problem you have experienced. To use your 14-day right of withdrawal, you may also use our online withdrawal function available at https://asuno.com/pages/widerruf-formular. You do not need to use any particular wording; a short and clear email is enough. We will not reject your request because of the wording or format you use. We will confirm receipt of your request without undue delay and email you with the next steps, including whether any Products need to be sent back.

4.2 To report a faulty, damaged, incorrect or otherwise non-conforming Product under Section 3, we may ask you to provide photographs of the Product, its pouch, batch or date markings, and the outer packaging. If a delivery arrives damaged or incomplete, please contact us as soon as reasonably possible and keep the Products and packaging until we have reviewed your claim. Prompt reporting helps us investigate the issue with the carrier, but a delay in reporting does not take away your legal rights. We will only ask for evidence that is reasonable and relevant to your claim. You do not need to provide evidence to exercise your 14-day right of withdrawal.

4.3 Condition of returned Products. Each Product must be unopened and its tamper-evident seal must be fully intact. A Product cannot be returned if the seal has been removed, broken, damaged or otherwise tampered with, or if the pouch has been opened or damaged so that the Product is no longer sealed, unless the Product was faulty, damaged, incorrect or otherwise not as described when it was delivered to you. You may inspect the outside of the pouch, including its label, ingredients and general condition, but you should not open, mark, alter or damage it, or remove any label, batch number or date marking. Please return the Product complete and, where reasonably possible, with its outer packaging, inserts and any other items supplied with it. If a sealed Product has been handled more than reasonably necessary and this reduces its value, we may make a reasonable deduction from the refund and explain why. We will not make a deduction merely because the Product was removed from its delivery box or the outside of the pouch was inspected

4.4 Sending Products back. Please contact us before returning any Products so that we can provide the return instructions and record your return. Include your Order number with the parcel. You must send the Products back without undue delay and no later than 14 days after telling us that you wish to return them. Send returns to:
Asuno Returns / Wire Salad OÜ
Lvivo str. 21, Vilnius 09309 Lithuania

4.5 Return costs. You must pay the direct cost of returning a Product if you have changed your mind within 14 days after receiving the Products. If you request a return more than 14 days after receiving the Products and we agree to accept it, we will refund the price paid for the returned Products and the standard delivery cost you originally paid. If you choose a more expensive delivery option, we will refund only up to the cost of our standard delivery option. If the Product is faulty, damaged, incorrect or otherwise covered by Section 3, we will cover the reasonable return cost. Do not send back a Product that may be unsafe or contaminated. Contact us first and follow our instructions. If we ask you to dispose of the Product, you will not need to return it to receive the applicable remedy.

4.6 Please pack the Products carefully so that they are not damaged in transit. We recommend using a tracked or otherwise evidenced delivery service and keeping proof of postage. We may wait to issue the refund until we receive the returned Products or you provide evidence that they have been sent, whichever happens first. We do not accept parcels sent cash on delivery or with postage payable by us. If you have difficulty arranging a return, please contact us so that we can help find a practical solution.

4.7 If you experience an adverse reaction that you believe may be connected to a Product, stop using it, seek appropriate medical advice and contact us with the lot or batch number and expiry date where available. We treat reports of this kind as claims about the Product rather than change-of-mind returns, and we will not ask you to send the Product back before we investigate.

5. Refunds

5.1 If you withdraw from the whole Order, we will refund the amount paid for the returned Products, calculated under Section 6, and the cost of our least expensive standard delivery option. If you choose a more expensive delivery option, we will not refund the additional cost.

5.2 If you return only part of an Order, we will refund the amount paid for the returned Products. We will also refund the standard delivery cost you originally paid for that Order, in accordance with the Terms of Sale. The delivery cost is refunded once per Order: if you make a further return from the same Order, we will refund the amount paid for those Products but not the delivery cost a second time.

5.3 We will issue the refund without undue delay and no later than 14 days after you tell us that you are withdrawing. We may wait until we receive the returned Products or you provide proof that they have been sent, whichever happens first.

5.4 We will use the same payment method you used for the purchase, unless you expressly agree otherwise. We will not charge you a refund fee. After we issue the refund, your bank or payment provider may need additional time to credit it to your bank account.

5.5 Where a remedy under Section 3 takes the form of a refund or price reduction, we will process it promptly and normally within 10 business days of agreeing it with you. This does not affect the 14-day period in clause 5.3 or any shorter period required by the law that applies to you

6. How we calculate your refund

6.1 Your refund is calculated in the same currency in which you paid for the Order and is based on the amount you actually paid for the affected Products, including any discount, promotion or Subscription price. A refund includes any taxes attributable to the refunded Products where those taxes were included in the amount you paid. A refund will not exceed the amount you actually paid for the affected Products unless applicable law requires an additional amount, such as delivery costs. Refunds are calculated and paid in the currency in which you paid for the Order.

6.2 If one payment covered more than one Product, we allocate the total amount paid proportionately between those Products. Where the Products were equally priced, the payment is divided equally between them. For example, if you paid 50 in the applicable currency for two Products under a Subscription offer, each Product is treated as having a paid value of 25 in that currency. If one eligible Product is refunded and you keep the other, the refund for the returned Product is calculated from 25. If both Products are refunded, the refund is calculated from the full amount of 50 paid.

6.3 We will not recalculate a Product at its higher standalone price because you cancel a Subscription, return another Product or request a partial refund. You will not be required to pay the difference between the Subscription price and the standalone price, and we will not deduct that difference from your refund.

6.4 A Product purchased as part of a Subscription or bundle is a paid Product and is not treated as a free or bonus item merely because its allocated price is lower than its standalone price. A Product genuinely supplied free of charge, such as a promotional gift, has no separate refund value. A replacement supplied at no extra charge also has no separate refund value; any refund will be based on the amount paid for the original Product. This does not affect any rights that apply if the free Product or replacement is defective, unsafe or otherwise not as it should be.

6.5 Cancelling a Subscription does not change the price allocated to Products you have already purchased. Any future purchase made after the Subscription ends will be charged at the price and in the currency shown at checkout at that time.

6.6 A refund includes any taxes attributable to the refunded Products where those taxes were included in the amount you paid. A refund will not exceed the amount paid for the affected Products unless applicable law requires an additional amount.

7. Promotions, goodwill returns and duplicate refunds

7.1 If you bought Products at a promotional, bundle or subscription price, we calculate your refund under Section 6 based on the amount you actually paid. We will not reprice any returned or retained unit at a higher standalone price or recover the difference between those prices.

7.2 If a genuinely free gift was provided only because your Order met a stated promotional condition, and a change-of-mind return means that condition is no longer met, we may ask you to return the gift. If you choose to keep it, we may deduct its value from your refund only where this was clearly explained before purchase and is permitted by law. This does not apply to proportionately priced subscription or bundle units, or where the return concerns a faulty, damaged, incorrect or otherwise non-conforming Product.

7.3 You cannot receive more than one refund or other form of compensation for the same Product and the same issue. We may ask for reasonable Order details to make sure that we process the correct purchase and avoid duplicate refunds. If you cannot provide a particular detail, we will try to identify the Order in another reasonable way.

7.4 We accept returns only for ASUNO Products purchased from our Website by you or for you. We may not refuse voluntary returns that appear to relate to resale or other commercial use.

7.5 Before asking your bank or card provider to reverse a payment (chargeback), please contact us first and give us a fair chance to put the matter right. Many chargebacks arise from issues we can resolve directly and more quickly, for example a delivery or billing query. If you have asked your bank or card provider to reverse a payment, please tell us. Where a chargeback covers the same amount as a refund request, we may pause that part of the refund while the chargeback is being considered to avoid paying the same amount twice. If the chargeback is rejected or withdrawn and you remain entitled to a refund, we will process it promptly.

8. Complaints, changes and contact information

8.1 If you are unhappy with how we have handled a return, refund or claim, contact us at support@asuno.com and we will do our best to settle it quickly and fairly. If we cannot reach an amicable settlement, you may submit your complaint to the Consumer Disputes Committee (Tarbijavaidluste komisjon) operating under the Estonian Consumer Protection and Technical Regulatory Authority, Endla 10a, 10122 Tallinn, Estonia, email info@ttja.ee, telephone +372 667 2000, www.ttja.ee. You may also have the right to complain to the consumer authority or court of the country where you live.

8.2 We may update this Policy; the version that applies to your order is the one published when you placed it.

8.3 You can contact us using the following details:
Email: support@asuno.com
Contact form: https://asuno.com/pages/contact
Returns address:
Asuno / Wire Salad OÜ,
Lvivo str. 21, Vilnius 09309 Lithuania