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Return & Refund Policy

Face Mask:

Due to sanitizing reasons, we restrict the resell of face masks. All face masks from Phlona are not returnable.

Exceptions

If the order/items you received are incorrect, we offer a redelivery free of charge for your order. Please note, all face masks are not eligible for returns & refunds.

We apologize for any error made in the processing of your order and for any inconvenience it may have caused.

  • If you received extra items that are not yours, please contact us at the email support@phlona.com with the information from the items that are not yours.
  • If you are missing items from your order, please contact us with detailed information of what is missing so we can reorder it for you or reimburse you.
  • If you received someone else's order completely, please contact us for assistance with the order number from the order you did receive, as well as your order number so we can track your merchandise.

 

Clothing and Accessory:

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@phlona.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@phlona.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable items

Certain types of items cannot be returned, like face masks, custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 
Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Please allow several weeks for your return to be processed.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be posted to the original credit card used at time of purchase. Please allow up to 7 days to receive this refund back to your account. This processing timeframe may vary by your financial institution.

 

We reserve the right to refuse customer returns/exchanges if the above conditions are not met.