LEGAL
returns & refunds
Effective: 01.07.2026 Applies to: phase1.store
If you would like to initiate a return or request a refund, please use our returns request page. Contacting us before returning any item helps us process your request as quickly as possible.
Overview
We want you to be satisfied with your PHASE¹ order. If you change your mind or the product is not right for you, you may return it within 14 days of receiving your order, subject to the conditions below.
Return window
You have 14 days from the date of delivery to notify us that you wish to return your order. After notifying us, you have a further 14 days to send the product back to us. Returns requested or received outside of these timeframes will not be accepted except in the case of a faulty product.
Eligibility
To be eligible for a return, the product must be in its original, unused condition, with all original packaging and accessories included. Products that have been worn, damaged, or returned in an incomplete state may not be eligible for a full refund. We reserve the right to reduce the refund amount to reflect any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.
How to return an item
To initiate a return, submit a request through our returns request page within 14 days of receiving your order. Once your request has been reviewed and confirmed, we will provide you with the return address and any further instructions. Do not send items back without first submitting a request, as this may delay processing.
Return shipping costs
Return shipping is the responsibility of the customer. We recommend using a tracked shipping method, as we cannot be responsible for items lost or damaged in transit on the way back to us. The cost of return shipping will not be reimbursed except in cases where the return is due to a fault or error on our part.
Refund processing
Once we receive and inspect your return, we will process your refund within 3 business days. Refunds are issued to the original payment method. Please allow additional time for your bank or payment provider to process the transaction — this is typically 3 to 5 business days after we issue the refund, but may vary.
We will refund the original product price. Original outbound shipping costs are refunded only if the return is due to a fault or error on our part.
Faulty or incorrect products
If your product arrives damaged, faulty, or is not what you ordered, please contact us at info@phase1.store within 7 days of delivery with a description and, where possible, a photo of the issue. In these cases, we will cover return shipping and arrange a full refund or replacement at no additional cost to you.
Exchanges
We do not currently offer direct exchanges. If you would like a replacement product, please follow the standard return process to receive a refund, then place a new order.
Non-returnable items
Digital products, including the PHASE¹ Sleep Guide, are non-returnable once accessed.
Your statutory rights
This returns policy does not affect your statutory rights under EU consumer law. Under the EU Consumer Rights Directive, you have a legal right to withdraw from a distance contract within 14 days of delivery without giving a reason. The conditions and process for exercising this right are described in our Terms & Conditions.
Contact
For any questions about returns or refunds, contact us at info@phase1.store or use our returns request page.
PHASE¹ — The first phase of elite recovery.