Refund policy

Return and Exchange Policy

At Phiten Australia, your satisfaction is our top priority. To ensure a smooth and transparent process, please review our policy details regarding returns (refunds) and exchanges below.

1. Overview

We offer flexible options for returns (refunds) and exchanges within 7 days of purchase. This policy outlines the eligibility criteria, procedures, and responsibilities for each process.

2. Eligibility & Condition Guidelines

  • Timeframe:

    • Requests for returns or exchanges must be initiated within 7 days of purchase.

  • Item Condition:

    • Returned or exchanged items must be in their original condition, including all accessories, complimentary items, inner and outer packaging, and the original receipt.
    • Items should not show signs of intentional use, damage, scratches, stains, odors, or moisture.

  • Intimate Garments:

    • For underwear, socks, and similar items, any soiling (e.g., makeup, fake tan, deodorant, or personal stains) will render the item ineligible.

  • Documentation:

    • A valid original receipt is required for all returns and exchanges.
    • For products covered by a warranty, the warranty card (valid for one year from the purchase date) must be presented. Failure to do so may invalidate your warranty or exchange eligibility.

3. Returns (Refunds)

  • Eligibility:
    • Returns are accepted only for items that meet the condition guidelines above.
  • Return Shipping Fee:
    • A flat fee of $15.00 applies to all return shipments, unless the item is defective or an error occurred on our part. This fee will be deducted from your refund.
  • Exclusions:
    • Final sale items are not eligible for return.
    • No restocking fees will be charged.

4. Exchanges

  • Eligibility:
    • Exchanges are available on a new-for-new basis for the same item and must be initiated within 7 days of purchase.
  • Process:
    • In-Store Exchanges:
      • Please bring the item along with your original receipt and the original payment method (e.g., credit card, debit card) to complete the exchange.
    • Mail Exchanges:
      • If an in-store visit is not feasible, please contact our customer service team at info@phitenau.com.au for instructions on how to return the item via mail.
  • Limitations:
    • Exchanges are limited to one occurrence per purchase.
    • Items that have been unsealed, worn, or altered are not eligible for exchange.

5. Ineligible Items

The following items or situations are not eligible for return or exchange:

  • Missing the original receipt or warranty card (if applicable).
  • Items that have been unsealed, worn, or altered.
  • Personal hygiene items such as undergarments, socks, cosmetics, and skincare products once opened.
  • Promotional or special offer items (e.g., lucky bags, special product bundles, clearance items) that are marked as non-returnable or non-exchangeable.
  • Items purchased from non-authorized Phiten retailers or items altered through unauthorized repair.

6. Processing & Communication

  • Inspection & Processing:
    • Once your return or exchange is received, we will inspect the item. Approved requests will be processed within 3-5 business days.
  • Notifications:
    • You will receive an email confirmation once your return or exchange has been approved, along with any applicable refund details or instructions for the new item.

7. Policy Updates

This policy is subject to change without prior notice. We encourage you to review this page periodically for the most current information.

8. Contact Us

For any questions or concerns regarding our return and exchange policy, please contact our customer service team at info@phitenau.com.au.

By shopping with Phiten Australia, you agree to the terms outlined in this policy. We appreciate your business and are committed to ensuring you have a positive experience with our products and services.