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Refund policy


Last updated: 9 October 2026


1. Return Window

We offer a 30-day return period from the date you receive your parcel. We accept returns for both defective items (e.g., manufacturing faults, damage in transit) and non-defective products provided they strictly meet the condition requirements below.

2. Return Eligibility

To qualify for a return, the item must be in New condition. This means:

  • The item must be unused, unworn, and in its original gift box.
  • The projection bead must show absolutely no signs of wear, scratches, or tampering.
  • You must provide the order number or proof of purchase.

3. How to Lodge a Return

Please email our support team at support@philu.co with:

  1. Your Order Number
  2. Your reason for returning the item; include clear photos if it is damaged or defective
  3. Your preferred resolution (Replacement or Refund)

We will reply within 2 business days. If your claim is approved, we will:

  • Confirm the return address and mailing instructions.
  • Provide packing instructions to protect the necklace in transit.

Packages sent back without prior authorisation cannot be accepted.

4. Damaged or Incorrect Items

Please inspect your parcel upon arrival. If the gift box or necklace is damaged, or the design is not what you ordered, please contact us within 48 hours so we can arrange a remake or refund promptly.

5. Personalised Returns and Fees

We accept returns of personalised items for non-quality reasons within the 30-day return period, provided the items meet the new-condition requirements above. A 30% restocking fee, calculated from the returned product price, is deducted from the refund for a non-defective return. The customer is responsible for the return shipping label and postage for these returns. The restocking fee does not apply to defective, damaged or incorrectly supplied items. This policy does not limit your rights under applicable consumer law.

Non-Returnable Items

The following items cannot be returned:

  • Gift cards and e-voucher codes.
  • Sale items marked as “Final Sale”.

6. Exchanges

We do not offer direct exchanges. Please follow the return process above; once approved, you may place a new order for the desired item.

7. Refunds

After we receive and inspect your return, we will email you the outcome.

  • Approved refunds are processed to the original payment method within 10 business days.
  • Please note that bank or card processing times may add a few extra days for the funds to appear in your account.

If you haven’t seen the credit 15 business days after our approval email, please write to support@philu.co with the subject: “Refund Follow-up – Order #XXXX”.