Frequently Asked Questions

Exchanges & Returns

How do I exchange my order?

You can return or exchange your order within 30 days of the day it shipped. Contact customer service through the live chat on our website or at cs@phonesoap.com to start the exchange process. We can ship your new order before we receive your exchange. 

Your return package must include:

  • Receipt of purchase
  • Original packaging
  • Assigned Return Merchandise Authorization Number (RMA #)
  • Tracking

Returns and Exchanges

Do you offer refunds?

We want you to be completely happy with your purchase. If you aren’t satisfied, you can return your product for a full refund*. You can return your order within 30 days of the day it shipped. The product must be returned in new condition and in the original packaging. The buyer must pay all return shipping costs and register their return package with a tracking number. You’ll be credited for the cost of the item(s) and any applicable tax minus actual shipping costs. Shipping will not be refunded. This policy does not apply to custom units. Please see below for more information regarding custom units.

Return packages must include:

  • Receipt of purchase
  • Original packaging
  • Assigned Return Merchandise Authorization Number (RMA #)
  • Tracking

Your refund will be processed once we have received the product in our warehouse.

* Gift cards are not refundable

For returns, exchanges, and defects contact customer service for an RMA # through live chat or at cs@phonesoap.com.

Custom Unit Return Policy

Personalized PhoneSoap units cannot be returned for a refund. As with all of our UV-C products, we offer a lifetime warranty on the unit that covers manufacturing defects. Should your bulbs burn out prematurely, we will replace those at no cost to you. For manufacturing issues that cannot be solved by replacing bulbs or hardware, we will send you a replacement unit with your original personalization. In the case that your original product or color choice is not available, you will receive the upgraded product in its place in the color of your choice and a new personalization.

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