At Phlorena, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your purchase, we offer a hassle-free return policy.

Returns

For most products, you have a generous 30-day return window from the date of delivery. However, please note that medical devices have a specialized return policy. To initiate a return, please contact our customer service team at [email protected] to obtain a Return Merchandise Authorization (RMA) number. Once you receive your RMA number, you may ship the item(s) back to us in their original packaging with all tags and labels attached, along with the RMA number clearly marked on the outside of the package. Please note that you will be responsible for the shipping costs associated with the return unless the item(s) were defective or shipped in error.

Refunds

Once we receive the returned item(s), we will inspect them to ensure that they are in their original condition. If the item(s) are in good condition, we will issue a refund to your original method of payment, minus any shipping costs. Please allow up to [number of days] business days for the refund to be processed and reflected on your account.

Exchanges

If you would like to exchange an item for a different size or color, please contact our customer service team at phlorena.cares@altuslifescience to obtain an RMA number. Once you receive your RMA number, you may ship the item(s) back to us in their original packaging with all tags and labels attached, along with the RMA number clearly marked on the outside of the package. Please note that you will be responsible for the shipping costs associated with the exchange, unless the item(s) were defective or shipped in error. Once we receive the item(s), we will ship the exchanged item(s) to you at no additional cost.

Please note that we do not accept returns or exchanges for the following items:

  • Personalized or customized items
  • Gift cards
  • Clearance or final sale items

If you have any questions about our return policy, please contact our customer service team at [email protected]

Return & Refund Policy for Medical Devices:

All returns are eligible for a full refund within the initial 30-day period. Subsequently, from day 31 to the 60-day mark, a 25% restocking fee and disposal fee on used items. 

Please note that pelvic health devices, due to their sensitive nature, must be handled appropriately and disposed of in accordance with guidelines. The restocking fee for these devices includes the necessary disposal fee.

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