Refund policy

Return & Refund Policy

At PHYTO PURE, we want every order to arrive safely and in excellent condition. Because our products are skincare and personal-care items, we are unable to accept returns or exchanges for opened, used, or customer-customized products.

Returns

Due to hygiene, product integrity, and safety reasons, all skincare products are final sale once shipped.

We do not accept returns or exchanges for:

Opened or used products
Change of mind
Incorrect product selection
Skin preference, scent preference, or texture preference
Incorrect shipping address entered at checkout
Items sent back without prior approval

Please review your order carefully before completing checkout.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible.

Please include:

Your order number
A brief description of the issue
Clear photos of the product
Clear photos of the shipping box and packaging

Damage claims must be submitted within 7 days of delivery.

Once reviewed and approved, we may offer a replacement, store credit, or refund depending on the situation.

Lost Orders

If your order appears to be lost in transit, please contact us.

Lost order claims must be submitted within 30 days of the estimated delivery date.

We will review the tracking information and work with our fulfillment partners to determine the next step. If your claim is approved, we may offer a replacement, store credit, or refund.

Shipping Delays

Delivery times are estimates and may vary due to carrier delays, high order volume, weather, customs processing, or other circumstances outside our control.

If we are unable to ship your order within the timeframe stated at checkout or in our shipping policy, we will contact you with an update. You may choose to wait for the revised shipping estimate or cancel the unshipped order for a refund, in line with U.S. online order rules. The FTC requires online sellers to have a reasonable basis for stated shipping times and to offer the customer either consent to a delay or a refund if the order cannot ship on time.

Wrong Shipping Address

Please make sure your shipping address is correct before placing your order.

If an order is returned because of an incorrect or incomplete address, we may be able to arrange a reshipment after confirming the corrected address. Additional shipping fees may apply.