Refund policy

Refund & Return Policy - Rephase

At Rephase, we take pride in the quality of our hair and skin care formulations. Our products are crafted with the highest standards of safety and efficacy. Due to the nature of personal care products, we have a specific policy regarding returns and refunds to ensure the safety of all our customers.

1. Hygiene & Safety (The "No Return" Rule)

For health and safety reasons, we cannot accept returns or exchanges on used or opened products. Once the seal is broken or the packaging has been opened, the item is considered non-returnable.

We only accept returns for items that are:

  • Unopened and unused.

  • In the original packaging with the seal intact.

  • Requested within 7 days of delivery.

2. Damages and Issues

Please inspect your order immediately upon reception. If your product arrives damaged, leaking, or if you receive the wrong item, please contact us immediately so we can evaluate the issue and make it right.

How to report a damaged item:

  1. Take a clear photo or video of the damaged product/packaging.

  2. Email us at info.rephase@gmail.com with your Order ID and the images.

  3. We will issue a replacement or a full refund for the damaged item. Note: You do not need to ship the broken glass/leaking bottle back to us.

3. Skin Sensitivity & Allergies

We provide full ingredient lists on our website for all Rephase products. We strongly recommend reading the ingredients and conducting a patch test before using any new hair or skincare product.

  • Rephase is not responsible for individual allergic reactions.

  • We cannot accept returns or issue refunds based on personal skin/hair incompatibility or allergic reactions, as individual results vary.

4. How to Request a Return

To start a return for an unopened item:

  1. Contact us at info.rephase@gmail.com.

  2. If your return is accepted, we will send you instructions on how and where to send your package.

  3. Items sent back to us without first requesting a return will not be accepted.

Note: Customers are responsible for return shipping costs unless the return is due to a mistake on our part.

5. Refunds

Once we receive and inspect your unopened return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5–7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

6. Cancellations

Orders can be cancelled before the item is shipped. Once the order has been dispatched, it cannot be cancelled.