Shipping & Exchange

1. Once the Customer places an order on our website it CANNOT be modified or refunded under any circumstances.

2. Products once sold are not liable for returns. Exchanges can be considered only in circumstances when goods received are in an unusable condition due to damage during transit, or wrong product sent, or lost in transit. The request for such should be raised within 24-48 hours of receipt of the product by the customer. We shall replace the same with a new product as early as possible after receiving proof of damage in form of pictures / videos. Also, the decolouration of product while using is normal as it is a natural crystal and causes no impact in the efficacy / effectiveness of the product. Hence, exchange request for decolouration will not be considered.

3. As soon as the shipment is received, customers are requested to check the contents and report to us any discrepancy in their order(s). Customers must record an unboxing video immediately upon receiving the package which will help us to resolve any issues in case your product is damaged or if items are missing from your order. This video must clearly show the condition of the packaging, as well as any damage or missing items. The unboxing video should be submitted to our customer service team within 48 hours of delivery for your return request to be processed. The video must be clear, unedited, and capture the entire unboxing process from start to finish, ensuring no items are removed or tampered with before recording. Exchanges are subject to the validation of such requests, verifying images / videos for the same. Please note that failure to provide a valid unboxing video as requested may result in exchange request being denied.

4. Any damage to the shipment should be brought to our notice at the earliest with video evidence as stated above for us to take it up with the courier company.

5. All our packing in our warehouse is done under strict supervision ( camera ). In case of any issues, we will check and if we find that we have sufficient evidence to prove that we have sent all the relevant products, we will not be liable for any loss of the products.

6. Phitku will be regularly sending Email/ WhatsApp/SMS updates regarding the orders received/shipped/shipping updates etc. So, we request our customers to keep the filters of your Email/WhatsApp/Phone settings appropriately so that you receive such Emails/WhatsApp/Messages from us. Phitku will not be responsible for such mails or messages not received in case of wrong set up of settings at the customers’ end.

7. The essence of online business is what you see, is what you get. Normally we send only the same visible products. However sometimes due to variance in light or location or due to climatic conditions, the colours might vary. However, the quality of the product will remain the same. Phitku is not responsible for any such variance in colour due to reasons beyond their control.

8. Phitku will be revising the product packaging/ containers etc from time to time to keep pace with the changing times. While we will definitely keep updating the same on a regular basis, sometimes there could be a lag because of which you can get an updated/ higher version product even before it is updated on the site.

9. All product or order related queries are to be raised only with our official customer support email: care@phitku.com. Instagram, Facebook, LinkedIn and other social media platforms are only a marketing medium and handled by a different team. While we try and address this to the extent possible in those social medias, referred above, customers are advised to raise the issues only with care@phitku.com.We prefer to avoid discussing specific issues on social media platforms as every query requires time to check and resolve.

10. All queries are generally replied within 5 business days and if there is a delay, the customers will be informed, especially when external dependencies like checking with Payment Gateway / Courier partner / or any other agencies is to be done. These queries/exchange/return days are subjected to differ if there is a weekend, Festivals, Courier Company Strikes, National holidays etc.

11. Although allergic reactions to our pure and natural ingredients are uncommon, We recommend, if you see any redness / experience any irritation in the applied area, discontinue the usage and seek an advice from the healthcare professional for the same.

12. All disputes are subject to West Bengal jurisdiction.