Refund Policy

This Refund Policy ("Policy") explains when and how Phiusion Labs ("we," "us," or "our") issues refunds to you, the licensed health professional ("Practitioner" or "you"), for cosmetic skincare products and subscription fees purchased through the Phiusion application or shop. It sits alongside the Terms of Service ("ToS") and the Terms of Sale ("Sale Terms"). Where this Policy conflicts with the Sale Terms or the ToS on a refund or return topic, this Policy controls; where it is silent, the Sale Terms and the ToS apply.

By placing an order or paying a subscription fee, you accept the version of this Policy in effect at the time of that transaction. Checkout asks you to confirm acceptance and records it with the order. Nothing in this Policy limits a remedy that the consumer-protection law of your jurisdiction makes non-waivable, including the mandatory provisions of the Quebec Consumer Protection Act and the Civil Code of Quebec.

1. Scope

This Policy covers refunds for two kinds of purchase: (a) cosmetic skincare products you order through the Phiusion shop and (b) subscription fees you pay for access to the Service. Shipping fees, customs duties, and import taxes follow the rules at §5 and the Shipping Policy. This Policy does not cover refunds from third parties (for example, your card issuer's chargeback process or Stripe's own dispute mechanism), although we will cooperate with them as described in the Terms of Sale §4.

The products are cosmetic skincare for licensed practitioner use. They are not approved or cleared as a regulated medical product, and we do not make any disease-treatment claim about them.

2. Eligibility — when we issue refunds

You are entitled to a refund or, at our option, a replacement, when any of the following applies to an order placed through the shop:

• Defective product. The product arrives with a manufacturing defect — for example, a leaking container, a sealed unit that is empty or grossly underfilled, or contents that do not match the labeled product.
• Damaged in transit. The shipment arrives with visible carton, container, or seal damage that makes the product unfit for professional use. Document the damage with photos at receipt; see §7.
• Wrong item shipped. We send you an item that does not match the order confirmation, in description, strength, or quantity.
• Order not delivered within a reasonable time. The shipment is not delivered, or the carrier confirms it as lost, within a reasonable period after the lead time published in the Shipping Policy for your destination.

Inspection window. You have 14 days from the date of delivery to inspect each shipment and notify us in writing of any of the conditions above. Notice within the 14-day window preserves your right to a replacement or refund under this section. After 14 days, the express right under this section ends, and your remaining rights are those set by the non-waivable consumer-protection statutes called out in §8 and by the limited warranty at §7 of the Terms of Sale.

Quebec and other Canadian provinces with mandatory statutory remedies (notably the legal warranty of quality at Civil Code of Quebec art. 1726) apply on top of this section; the 14-day window does not shorten the statutory periods set by Quebec law.

3. Non-returnable items

For hygiene and safety reasons — because we cannot verify storage conditions or seal integrity once a product has left our control — the following items are non-returnable except where §2 (defective / damaged / wrong / undelivered) or a non-waivable statute applies:

• Opened serums and other opened skincare products. Once the primary or secondary seal is broken, we cannot resell the item, and we cannot verify that it has been stored in line with the labeled conditions.
• Products with broken safety seals. A broken tamper-evident or hygiene seal on receipt means the product must be treated as opened.
• Expiring-soon stock. Items with less than six months of remaining shelf life at the time you wish to return them, because the buyer of any restocked unit could not use it within its labeled period.
• Custom or special-order items. Items configured, compounded, or ordered specifically for your practice and not held in normal inventory.

If a non-returnable item is defective, damaged in transit, or shipped in error, §2 still applies and we will replace or refund it; the hygiene rule does not override the eligibility rule.

4. Subscription refunds

Current billing period. Subscription fees you have already paid for the current billing period are non-refundable when you cancel for convenience, except where a non-waivable consumer-protection statute requires a pro-rated refund. Where the law of your jurisdiction does require pro-ration on early cancellation — notably the Quebec Consumer Protection Act for contracts the statute treats as consumer contracts, and the British Columbia Business Practices and Consumer Protection Act for contracts within its scope — we will pro-rate the refund as the statute requires. Cancellation under §11 of the Terms of Service takes effect at the end of the current billing period; access continues to the end of that period.

New-subscription cooling-off. For a new subscription, we honor a 14-day full-refund cooling-off period from the date the subscription first starts, on written request to billing@phiusionlabs.app. This mirrors the consumer-protection cooling-off framework that Quebec applies to certain remote and itinerant contracts (Quebec Consumer Protection Act art. 230 and related provisions) and the European Union consumer-rights framework. We extend it across all jurisdictions for clarity, regardless of whether the statute would technically apply to your particular contract. The 14-day cooling-off does not apply to renewals or to a subscription you have already used to deliver patient-facing work product that depends on the Service; in those cases the standard "current billing period non-refundable" rule applies, subject to mandatory statutory rights.

Annual prepay. If you prepaid an annual subscription and cancel mid-term, we will refund the unused months on a pro-rated basis where required by law (Quebec, BC) and at our discretion in other jurisdictions, less any volume discount you received for committing to the annual term.

Price-change refusal. If you cancel because you do not accept a price change, the prior price runs to the end of your then-current term; no early-cancellation refund applies. See §7 of the Terms of Service.

5. Refund mechanism

We refund to the original payment method through Stripe. If your card has expired or the account has been closed, Stripe routes the refund to your card issuer, who is responsible for crediting your account; if Stripe cannot route the refund automatically, we will contact you to arrange an alternative method.

Processing time. After we approve a refund, Stripe typically credits the original payment method within 5 to 10 business days, depending on your card issuer or bank. We do not control your issuer's posting time. We refund the product price, applicable taxes we collected, and, where §2 applies, the original outbound shipping fee. Customs duties and import taxes paid to a destination country are not refundable by Phiusion; you may be able to reclaim them from the destination customs authority directly.

Currency. Refunds are issued in the currency of the original charge. Any foreign-currency-conversion difference between the charge and the refund is set by your card issuer, not by Phiusion.

6. Restocking fee

For non-defective returns that you elect to make within the 14-day window — for example, you ordered the wrong size and the unopened item still has more than six months of shelf life — we charge a 15% restocking fee on the product price, deducted from the refund. The restocking fee covers inspection, repackaging, and re-listing.

The restocking fee is waived when §2 applies (defective, damaged in transit, wrong item shipped, or order not delivered within a reasonable time) and where a non-waivable statute prohibits charging it. Return shipping for non-defective returns is at your cost; for §2 returns, Phiusion arranges and pays for return shipping (see the Shipping Policy).

7. How to request a refund

To request a refund, write to returns@phiusionlabs.app within the 14-day window with the following information:

• Order number from your order confirmation email.
• Reason for the refund, mapped to one of the categories at §2 or §4 where possible.
• Photos of the product, packaging, and seal (especially for damage-in-transit, defect, or wrong-item claims). For damage in transit, include a photo of the outer carton before disposal.
• Quantity of units affected, where the order included multiple units.

We will acknowledge your request and respond with a decision within 5 business days. If we approve a return, we will issue a return-merchandise-authorization (RMA) number and, for §2 returns, a prepaid return label. Do not ship items back without an RMA; unauthorized returns may be refused or held without refund.

For a subscription refund under §4, write to billing@phiusionlabs.app instead of returns@phiusionlabs.app, with your account email and the billing-period date you want to cancel.

Before raising a chargeback with your card issuer, please give us a chance to resolve the issue under this Policy. Most refund situations resolve faster through returns@phiusionlabs.app than through Stripe's dispute system.

8. Provincial and state-specific carve-outs

Nothing in this Policy waives, limits, or substitutes for a remedy that the consumer-protection law of your jurisdiction makes mandatory. The following carve-outs apply on top of this Policy where they are in scope:

• Quebec. The Quebec Consumer Protection Act and the Civil Code of Quebec apply to contracts within their scope. The legal warranty of quality (Civil Code of Quebec art. 1726) is non-waivable, mandatory pro-ration on early cancellation of certain contracts applies, and the prohibition on certain waivers (Consumer Protection Act art. 10) overrides any conflicting provision of this Policy. Quebec mandatory rights cannot be waived by contract.
• British Columbia. The Business Practices and Consumer Protection Act ("BPCPA") applies to contracts within its scope, including the mandatory rules on early cancellation and pro-rated refunds for continuing-services contracts.
• Ontario. The Consumer Protection Act, 2002 ("OCPA") applies to contracts within its scope, including the rules on cooling-off, future-performance contracts, and remedies for non-conforming goods.
• Other Canadian provinces and territories. The equivalent provincial or territorial consumer-protection statute applies where it cannot be waived.
• United States — California. California Civil Code §1723.5 requires retailers selling to California buyers to display the refund policy clearly. This Policy is published at /legal/refund-policy and is shown at checkout for that purpose. California's other consumer-protection laws (including the Consumers Legal Remedies Act and the Song-Beverly Consumer Warranty Act, where they apply to a sale) operate on top of this Policy.
• United States — other states. Each state's consumer-protection law applies to the extent it cannot be waived. The Sale Terms's reference to Article 2 of the Uniform Commercial Code (see Terms of Sale §7) governs the underlying sale of goods.

Personal-information handling in the course of a refund request — for example, the photos and order details you send us — is governed by the Privacy Notice for Practitioners under PIPEDA, Quebec Law 25, and equivalent provincial privacy law.

9. Limitation of liability for refund disputes

Phiusion's liability for any refund dispute under this Policy is subject to the limitation-of-liability section at §9 of the Terms of Service and the equivalent at §8 of the Terms of Sale, including the cap on liability, the exclusion of indirect and consequential damages, and the carve-outs for fraud, willful misconduct, and non-waivable consumer-protection statutes. The Quebec mandatory-rights carve-out at those sections applies fully to this Policy.

10. Contact and supervisory authorities

For anything covered by this Policy, write to:

• Returns, refunds, and damage claims: returns@phiusionlabs.app.
• Subscription billing and cancellation: billing@phiusionlabs.app.
• Privacy Officer (Phiusion Labs): Jonathan Garbutt, privacy@phiusionlabs.app.
• Data Protection Officer (Universkin SAS, France): Maître Eric ELABD, +33 (4) 93.00.11.96, dpo@universkin.com. Universkin SAS has appointed Maître Eric ELABD as its Data Protection Officer in compliance with GDPR Art. 37. The contact details published here also satisfy the public-publication prong of GDPR Art. 37(7); the corresponding notification to the Commission Nationale de l'Informatique et des Libertés ("CNIL", the French supervisory authority) is administered by Universkin SAS.

If you have a complaint we have not resolved, you may also contact the supervisory authority for your jurisdiction, as listed in §14 of the Terms of Service. For consumer-protection complaints specifically, the relevant authority is usually your provincial consumer-protection office in Canada (for example, the Office de la protection du consommateur in Quebec, Consumer Protection BC in British Columbia, and the Ministry of Public and Business Service Delivery in Ontario) or your state Attorney General in the United States.

For related documents, see the Terms of Service, the Terms of Sale, the Shipping Policy, and the Privacy Notice for Practitioners.