Return & Refund Policy

At PhenQ, we are dedicated to helping you achieve your weight loss goals. We understand that every individual's body is unique, and while thousands have found success with our formula, we want you to feel completely secure in your purchase decision.

That is why we offer a comprehensive, transparent, and fair refund policy. If for any reason you are not fully satisfied with your PhenQ experience, we will refund your money, excluding shipping charges. Below, you will find the detailed terms and conditions of our guarantee.

1. Eligibility for Refunds

To ensure a fair process for all our customers, the following conditions must be met to qualify for a refund under our money-back guarantee:

• Timeframe: You must request a refund within 67 days of when you received your order. This includes our 60-day trial period plus one week (7 days) allowed for return shipping. Requests made after this 67-day window will not be eligible for a refund.
• Product Condition: We accept returns of both opened and unopened bottles. We want you to actually try the product. However, to prevent abuse of the policy, if you ordered multiple bottles (e.g., the 3-month or 5-month packages), we ask that you return the empty bottles along with any sealed, unused bottles.
• Purchase Source: This refund policy applies only to purchases made directly through the official PhenQ website (phenq.com or phenq-en.com). If you purchased PhenQ from a third-party retailer, marketplace (such as Amazon or eBay), or a physical store, you must contact them directly to follow their specific return policies. We cannot process refunds for orders not originating from our system.

2. How to Return Your Order (RMA Process)

We strive to make the return process as simple and hassle-free as possible. Please follow these steps carefully to ensure your refund is processed without delay:

Step 1: Contact Customer Support

Before mailing anything back, you must contact our Customer Support team to obtain a Return Merchandise Authorization (RMA) number. Returns received without an RMA number may not be processed, as we will not be able to link the package to your customer account.

• Email: [email protected]
• Phone: +1 (646) 513 2632
• Online Support: Use the contact form on our "Contact Us" page.

When contacting us, please provide your Order ID (found in your confirmation email) and, if you are willing, the reason for the return. While a reason is not strictly required for the refund, your feedback helps us improve our products and services.

Step 2: Package Your Return

Once you have your RMA number, please write it clearly on the outside of the package. You can use the original box or any sturdy shipping container. Ensure that all bottles (empty, opened, or sealed) are included in the package to receive a full refund.

Step 3: Ship the Product

Mail the package to the return address provided by our support agent. We have return facilities in the United States, United Kingdom, and Germany. You will be directed to the facility closest to your location.

3. Refund Processing Timeline

Once your return package is received and inspected at our fulfillment center, we will process your refund. Here is what to expect regarding timing:

• Inspection: We will verify the contents of the package against your RMA request. This typically takes 1-2 business days after the package arrives at our facility.
• Refund Issuance: Once approved, the refund will be automatically applied to your original method of payment (credit card, PayPal, etc.). We cannot issue refunds to a different card or via check/cash.
• Banking Processing Time: While we issue the refund immediately upon approval, your bank or credit card company may take additional time to post the credit to your account. This usually takes 3-5 business days, but can take up to 10 days depending on your financial institution's policies.

If you have not received your refund after 10 business days from our confirmation email stating the refund was issued, please contact your bank first, then contact us if the issue remains unresolved.

4. Damaged or Defective Items

Our "Money-Back Guarantee" refers to dissatisfaction with results. However, if your order arrives damaged, defective, or if you received the wrong item, a different, expedited process applies.

Do not return damaged bottles without contacting us first. Instead, please follow these steps within 7 days of delivery:

• Take a clear photo of the damaged product and the shipping box.
• Email the photos to [email protected] along with your Order ID.
• We will immediately ship a replacement order to you at no additional cost. You will likely not need to mail back the damaged product, saving you shipping fees.

5. Subscription Cancellations

If you have enrolled in our subscription or auto-ship program to save money on your PhenQ supply, please note that returning a specific shipment will trigger a refund for that shipment but does not automatically cancel future scheduled deliveries.

To cancel your subscription effectively, please contact our support team at least 48 hours before your next scheduled shipment date. If a subscription order has already been processed and shipped, you will need to treat it as a standard return following the RMA process outlined in Section 2.

6. International Returns

We welcome international returns under the same 60-day policy. However, please be aware of the following specific conditions for international orders:

• Customs Fees: We do not refund customs duties, taxes, or VAT that you may have paid to your local government upon delivery. These funds go to your government, not to PhenQ. You may be able to claim these back from your local customs office by providing proof of return, but this process varies by country.
• Shipping Times: International returns can take significantly longer to reach our warehouses. We will not be able to issue the refund until the package is physically received and scanned at our facility.

7. Excessive Returns and Abuse

To maintain fair pricing for all our customers and ensure the sustainability of our 60-day guarantee, we reserve the right to refuse refunds to individuals who we believe are abusing our return policy. This includes, but is not limited to:

• Returning products from the same household multiple times.
• Ordering large quantities with the clear intent of returning them all (we suggest starting with a 1-month supply if you are unsure).
• Accounts flagged for suspicious or fraudulent activity.

Our system tracks returns by customer account, address, and payment method. Customers with an excessive return history may be blocked from making future purchases.

8. Exchange Policy

We do not offer direct exchanges (e.g., trading one bottle for another) unless the product is defective. If you wish to change your order or package size, the fastest way is to return the unwanted item for a refund following the standard process and place a new order for the desired item immediately.

9. Questions?

If any part of this Return & Refund Policy is unclear, or if you have a specific situation not addressed here, please reach out to us. We are here to help you succeed in your health journey.

This Refund Policy was last updated on January 10, 2025.