Refund Policy

Product returns

Because these are personal care products, we can only accept returns on items that are unopened and unused, with any seal intact.

• Return window: 30 days from the delivery date
• Condition: unopened, unused, in original packaging
• Return shipping is paid by you unless the item was faulty or incorrect

How to start a return

Email hello@pholarnatural.com with your order number and what you would like to return. We will send return instructions within one business day. Please do not send anything back before you hear from us.

Faulty, damaged or incorrect items

If we sent the wrong item, or it arrived damaged, we cover return shipping and either replace it or refund it in full — your choice. Report it within 48 hours of delivery.

Booking cancellations

Appointments are held with a 10% deposit. How that deposit is treated depends on when you cancel.

• Within 30 minutes of booking — cancel for any reason and the deposit is refunded in full.
• Within 24 hours of your appointment — the deposit is forfeited. At that point the slot is very unlikely to be refilled.
• Between those two points — this part of the policy is being finalised. Until it is published here, contact us directly and we will deal with you fairly — we are not going to keep a deposit on a technicality while our own policy is incomplete.

Rescheduling

Rescheduling more than 24 hours ahead carries your deposit over to the new appointment at no charge. Contact us rather than cancelling and rebooking, so the deposit follows you.

If we cancel

If we have to cancel or move your appointment for any reason, your deposit is refunded in full, or carried to a new slot if you prefer — regardless of notice.

How refunds are issued

Refunds go back to the original payment method. Once we process a refund, your bank typically takes 5–10 business days to post it. We cannot refund to a different card or account.

See also our shipping policy and terms of service.