Refund policy

Last updated: July 3, 2026

We want you to love what you bought. If you're not completely satisfied, most items can be returned or exchanged within 30 days of delivery. This policy explains how returns, exchanges, refunds, and warranty claims work. It is part of, and should be read together with, our Terms of Service.

How to start a return or exchange

Start your return or exchange through our returns portal: phonesoap.com/pages/returns. You'll receive step-by-step instructions and a return shipping label. Please do not send items back without starting a return first, as we may be unable to identify or process unregistered packages.

Return window and condition

To be eligible for a return or exchange:

  • Your request must be started within 30 days of the delivery date.
  • The item must be in new, unused condition and returned in its original packaging with all included accessories.
  • The return must be shipped with a valid, trackable shipping method.

Items returned outside the return window, or that arrive used, damaged, or incomplete, may be refused or subject to a reduced refund.

Return shipping costs

  • If you purchased Redo package protection at checkout: your return shipping is covered — you won't pay to send eligible items back.
  • If you did not purchase Redo protection: you are responsible for return shipping costs. Original outbound shipping charges are non-refundable.
  • Warranty claims: if the return is due to a manufacturing defect covered by our warranty, we cover return shipping (see Warranty below).

Refunds

Once we receive and inspect your returned item at our warehouse, we'll process your refund to your original payment method. You'll be refunded for the price of the item(s) and any applicable tax. Please allow a few business days after we receive the item for the refund to be issued, and additional time for your bank or card issuer to post it. Original shipping charges are not refunded unless the return is the result of our error or a warranty defect.

Exchanges

If you'd like a different product, color, or size, choose the exchange option in the returns portal. Exchanges are processed once we receive your original item. If there is a price difference, we'll collect or refund it as applicable.

Non-returnable items

  • Custom and personalized units cannot be returned or refunded (see Personalized Unit Policy below).
  • Gift cards are non-refundable.
  • Items marked as final sale at the time of purchase.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us at cs@phonesoap.com within 30 days of delivery with your order number and a photo of the issue. We'll make it right with a replacement or refund at no additional cost to you.

Warranty

PhoneSoap products are backed by a 1-year limited warranty against defects in materials, electronics, and workmanship, beginning on the date of delivery. If a covered defect occurs, we will repair or replace the affected unit at no charge and cover shipping on approved claims during the first year. In addition, the UV-C bulb is covered for the life of the product: if it naturally wears out (as opposed to being broken), we'll replace it — you ship the unit to us and back, and we cover the shipping within the first year. The warranty does not cover normal wear, accidental damage, misuse, or unauthorized modification. For full warranty details and to file a claim, see our Warranty page.

Personalized Unit Policy

Personalized and custom PhoneSoap units are made to order and cannot be returned or refunded. They are, however, covered by the same 1-year limited warranty against manufacturing defects. If a covered defect cannot be resolved, we will send a replacement unit with your original personalization. If your original product or color is unavailable, we will provide a comparable or upgraded product in the color of your choice with a new personalization.

International orders

All international (non-U.S.) sales are final and are not eligible for returns, exchanges, or refunds except where required by law or in the case of a covered warranty defect. International customers are responsible for all import duties, taxes, and customs fees, which are not refundable. See our Shipping Policy for details.

Questions

Contact our support team at cs@phonesoap.com and we'll be glad to help.