Refund policy
1. Scope of Application
This policy applies to orders shipped to the United States, Australia, Canada, the United Kingdom, and New Zealand, as Phasea currently ships to these countries only. This policy applies to both one-time purchases and subscription orders.
2. 30-Day Guarantee
You have 30 calendar days after receiving your item to request a return.
Eligibility Conditions
To be eligible for a return, all of the following must be true:
- Your request is submitted within 30 days of the delivery date, as confirmed by carrier tracking.
- The item is in the same condition you received it, unused, and in its original packaging.
- You have your receipt or proof of purchase (order number).
3. Start a Return
To start a return, contact us at support@phasea.co with:
- Your order number
- Your full name
- The reason for your return
Once your return request is approved, we'll send you instructions on how and where to send your package. Returns sent back without prior approval will not be accepted.
4. Damages and Issues
Please inspect your order upon reception and contact us immediately at support@phasea.co if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
5. Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods
- Supplement bottles or cosmetic products that have been opened, or whose safety seal has been broken
- Personal care products
- Custom or personalized items
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
If you have questions about whether your order is eligible, contact support@phasea.co.
6. Subscription Orders
Cancelling a subscription stops future charges and shipments only. Cancellation does not constitute, and is not treated as, a refund request for any order already delivered. Refunds on delivered orders are governed exclusively by the terms of this policy (Section 2).
See our Subscription Policy for how to manage or cancel a subscription.
7. Exchanges
We do not offer direct exchanges. The fastest way to get what you want is to:
- Return your original order (once approved)
- Place a new order separately
8. Refunds
We will notify you once we've received and inspected your return, and confirm whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since your refund was approved, contact support@phasea.co.
9. Refund Method
Refunds are issued as:
- Refund to the original payment method
- Refund to store credit (if applicable)
10. International Orders
For orders shipped outside the United States (Australia, Canada, the United Kingdom, New Zealand), the customer is responsible for return shipping costs unless the item is defective, damaged, or incorrect. Duties, customs fees, and import taxes are non-refundable.
11. Disputes and Chargebacks
Before filing a chargeback or payment dispute with your bank or card provider, please contact support@phasea.co so we can resolve the issue directly. Chargebacks filed without first contacting us may delay resolution and may result in a temporary suspension of your account while the matter is investigated. We reserve the right to contest any chargeback we believe was filed in error or in bad faith, and to provide proof of the transaction, delivery, and your acceptance of this policy to the relevant payment processor.
12. Contact Information
For all return, refund, or eligibility questions, contact us at support@phasea.co.