Returns & refunds

RETURNS, REFUNDS AND CANCELLATIONS POLICY — PHAINO Our Commitment We want customers to receive the products they ordered in proper condition. Please contact us if an order arrives damaged, defective, incorrect or incomplete. Hygiene-Sensitive Products For hygiene and safety reasons, we may restrict voluntary returns of opened skincare products, subject to applicable law. This restriction does not remove any rights a customer may have where a product is defective, damaged, incorrect or otherwise eligible for a remedy under applicable law. Damaged, Defective or Incorrect Products Please contact support@phainocosmetics.com with your order number, a description of the issue and photographs where available. We may request reasonable information to verify the issue. After review, we will offer an appropriate resolution, which may include replacement, refund or another remedy, as applicable. Reporting Window Please notify us as soon as reasonably possible after delivery so we can investigate the shipment. Any requested reporting window is intended to facilitate investigation and does not restrict mandatory legal rights. Order Cancellations Cancellation requests must be sent to support@phainocosmetics.com or submitted through the available order-support channel. Cancellation may not be possible once an order has been dispatched. Where cancellation is accepted, any eligible refund will be processed using the original payment method where feasible. Refund Processing Approved refunds will generally be initiated within 5–10 business days after approval. The time taken for the funds to appear in the customer's account may depend on the payment provider or bank. If a payment is debited but the order is not confirmed, customers should contact us with the transaction reference so we can investigate. Non-Returnable Situations A return may be declined where a product has been used improperly, intentionally damaged or returned without the required verification, to the extent permitted by law. These conditions do not override statutory customer rights. Pricing Policy All prices on the PHAINO website are displayed in Indian rupees (INR). Contact Email: support@phainocosmetics.com Phone: +91 87791 17007 Business address: Shop no E1, Mukund Nagar CHS Ltd, Andheri Kurla Road, Marol Pipeline, JB Nagar, near Mukund Hospital, Andheri East, Mumbai 400059, India Effective date: October 2026