Refund policy

EXCHANGES & RETURNS POLICY

1. GENERAL TERMS

We accept exchanges within 7 days of purchase under the following conditions:

• Items must be:
  • In original packaging with the original seal intact.
  • New, unused, undamaged, and in a re-sellable condition.
• Items purchased on sale or during promotions are not eligible for exchanges or refunds.
• Used or worn items will not be accepted.

2. Proof of Purchase

• Online Orders: Verified via our courier's acknowledgement slip.
• In-Store Purchases: Verified against the original purchase receipt.

3. Exchange Terms

1. No Cash Refunds:

   • Refunds will not be issued in cash under any circumstances.
   • Customers can:
     • Exchange the item for another product of equal value.
     • Top up the difference for a higher-priced item.
   • Unutilized balance amounts will not be refunded.

1. Membership Points:

   • Membership points earned on the exchanged item will be reversed.

1. Non-Exchangeable Items:

   • Undergarments, socks, bedding, innerwear, beauty care products, insoles, and sale items are strictly non-refundable and non-exchangeable.

4. HOW TO PROCESS AN EXCHANGE

Bring the item along with:

• The original receipt.
• The locally issued warranty card (if applicable).

Visit our store at:
📍 Marina Square, #02-313
Our team will assist you with the exchange process.

5. SHIPPING POLICY

Domestic Shipping

• For failed delivery attempts, customers must pay 20% of the total invoice value to offset delivery fees.

International Orders

• We are not responsible for delivery failures caused by:
  • Customs policies, regulations, or import taxes.
  • Issues beyond our control, such as the refusal to accept parcels due to importation taxes.
• Failed deliveries due to non-compliance with regulations will be treated as disposed packages.

Note: Customers are responsible for:

• All shipping costs and related taxes for returning non-faulty items.
• Shipping costs are non-refundable.

6. IMPORT TAXES & REGULATIONS

• Customers must check and comply with their country’s import rules and taxes.
• We will not accept returns or refunds if customers refuse delivery due to import taxes.

7. WARRANTY POLICY

• Where applicable, products include a 6 to 12-month warranty from the date of purchase.
• Warranty covers manufacturing defects only.
• Wear and tear, misuse, or post-purchase damage are not covered under warranty.

 

8. REFUND TERMS

• Refunds, where applicable, will be issued as in-store credit only.
• Refunds are subject to a 20% administration fee to cover payment gateway and administrative costs.
• Banks may take up to 90 days or longer to process the refund. Please check with your respective bank for updates.
  

CONTACT US

For further assistance or inquiries, please contact us:
📧 crm@phitensg.com