We want you to love what you bought. If something isn't right, most items can be returned or exchanged within 30 days of delivery. Here's how it works.
How it works
- Start your request in our returns portal — you'll get step-by-step instructions and a shipping label.
- Pack it up in the original packaging with all accessories, and ship it back with the tracking provided.
- We'll take it from there. Once your item arrives and passes inspection, we'll process your refund or send your exchange.
What you need to know
- Window: start your return within 30 days of the delivery date.
- Condition: items must be new and unused, in the original packaging, with all included accessories.
- Return shipping: if you added Redo package protection at checkout, your return shipping is covered. If you didn't, return shipping is your responsibility. If it's a warranty defect, we cover the shipping.
- Refunds: processed to your original payment method after we receive and inspect your return. Original shipping charges aren't refunded.
Damaged, defective, or wrong item?
If your order arrives damaged, defective, or incorrect, email us at cs@phonesoap.com within 30 days with your order number and a photo — we'll make it right at no cost to you.
Custom & personalized units
Personalized and custom units are made to order, so they can't be returned or refunded. They're still covered by our 1-year limited warranty against manufacturing defects — if a covered defect can't be resolved, we'll replace the unit with your original personalization (or a comparable/upgraded model if yours isn't available). See our Warranty page for details.
A few exceptions
- Gift cards are non-refundable.
- Items marked final sale can't be returned.
- International (non-U.S.) sales are final, and import duties and taxes are the buyer's responsibility.
For the complete terms, see our Refund Policy. Questions? Reach us anytime at cs@phonesoap.com.
