Refund policy

Philogeni Skincare Inc. Last updated: September 6, 2026

Skincare is personal, and what restores one person's barrier will not always suit another. We would rather you find that out with our support than with our silence. This page explains exactly what happens if a Philogeni product is not right for you.

The 60-Day Guarantee

If a Philogeni product is not right for you, we will refund it. You do not need to send anything back and you do not need to tell us why.

How it works

  • You have 60 days from the date your order is delivered.

  • The guarantee covers one product of your choosing, refunded at the price you paid for it.

  • Keep the product. There is nothing to return and nothing to ship back to us.

  • Email hello@philogeni.com with your order number and tell us which product you would like refunded.

What the refund includes:

We refund the price you paid for the one product you choose, after any discount applied to your order. Shipping charges, duties and taxes are not refundable, because those are paid to carriers and customs authorities at the time of shipping and cannot be recovered.

Refunds go back to your original payment method, in the currency of your original order. Most refunds appear within 5 to 10 business days, depending on your bank or card issuer.

One claim per customer

The 60-Day Guarantee can be used once per customer. Not once per order or once per year. Once, in total.

We say this plainly because we would rather set the expectation up front than disappoint you later. Every subsequent order is covered by the returns and resolutions described below.

What the guarantee does not cover:

  • Wholesale, trade and retail partner orders, which are governed by our wholesale terms.

  • Orders placed more than 60 days before your claim.

  • Products bought from a retailer or third party rather than from us directly. Please contact the retailer you purchased from.

Products bought in person at an event or market are covered, on presentation of proof of purchase.

Unopened Returns Within 30 Days

Separate from the guarantee, if you ordered something you have not opened and no longer want, you can return it.

  • The product must be unopened, unused, and in its original packaging, with any seal intact.

  • Contact us within 30 days of delivery at hello@philogeni.com and we will send return instructions.

  • Return shipping is at your cost.

  • Once we receive and inspect the product, we refund the price you paid to your original payment method. Original shipping charges, duties and taxes are not refunded.

An unopened return does not use up your 60-Day Guarantee. It stays available to you.

Please do not send anything back without contacting us first. Returns received without prior arrangement may not be able to be processed.

Damaged, Incorrect or Missing Items

If something arrives broken, if we sent you the wrong item, or if part of your order is missing, that is on us and we will make it right.

Email hello@philogeni.com within 14 days of delivery with your order number and a photo of the item and its packaging. We will send a replacement or issue a full refund, including shipping, whichever you prefer.

This is not a guarantee claim and does not use up your 60-Day Guarantee.

Packages marked delivered but not received. Contact us and we will open a trace with the carrier. If the parcel cannot be located, we will replace or refund the order.

Subscriptions

Subscription orders are covered by the 60-Day Guarantee on your first order only. Renewal orders are not covered by the guarantee.

If you make a guarantee claim on a subscription:

  • Your subscription is cancelled automatically, so you are not charged again.

  • If a renewal has already been charged but has not yet shipped, we cancel and refund it in full.

  • A renewal that has already been delivered is not refunded, as you had the opportunity to cancel before it was charged.

Full details on changing, pausing and cancelling a subscription are in our Purchase Options Cancellation Policy.

Order Changes and Cancellations

If you need to change or cancel an order, email hello@philogeni.com as quickly as you can. We can usually help if the order has not yet been packed. Once a parcel has shipped we cannot recall it, but the 60-Day Guarantee will still be there for you.

Shipping to the United States

We ship to US customers on a Delivered Duty Paid basis, which means any duties and taxes are calculated and collected at checkout. There is nothing further to pay when your parcel arrives.

Because those amounts are remitted to customs authorities when the parcel crosses the border, they cannot be refunded to us and are therefore not included in any refund. Refunds cover the product price only.

We do not currently ship to Quebec.

Your Rights

Nothing in this policy limits any rights you have under applicable consumer protection law, including the British Columbia Business Practices and Consumer Protection Act and the consumer protection laws of your own province or state.

Contact

Philogeni Skincare Inc. PO Box 35016, Victoria RPO Royal Bay, BC, V9C 0T5  hello@philogeni.com


We read every message and we answer them ourselves.