Returns and refunds
The short version
Seven days from delivery, unopened and unused, in the original packaging, and we refund you. If the product arrived damaged or we sent the wrong thing, that window does not apply — tell us and we fix it, whenever you notice.
What we can take back
- Unopened tape, discs, gels, lotion and accessories in their original sealed packaging, within seven days of delivery.
- Anything that arrived damaged, faulty or incorrect — at any point after delivery, once you tell us.
What we cannot take back
- Tape or discs where the seal or backing sheet has been opened. This is a skin-contact product and we cannot resell it. This is the one rule we cannot bend, for the same reason a pharmacy cannot.
- Items returned after seven days without a fault.
- Free samples.
How to start one
Message us on WhatsApp or email with your order number and a photo if something is damaged. We will send you a return address and, where the fault is ours, arrange the pickup and pay for it.
Getting your money back
Once the parcel reaches us and we have checked it, the refund goes back to the original payment method within five to seven working days. For cash-on-delivery orders we transfer to a bank account you give us, in the same window. Shipping charges are refunded only where the return is our fault.
If it did not work for you
Being straight about this: if you opened the pack, used the product for a week and it did nothing for you, we cannot refund it — the pack is used. What we can do is talk to you about whether a different format or placement is worth trying, and if the honest answer is that Phiten is not going to help with your particular problem, we will say so and we will not sell you anything else.
Cancelling before dispatch
If your order has not shipped yet, message us and we will cancel it and refund in full, no questions.