Refund policy

Returns & Refunds Policy

Last updated: 17 September 2026

At Myphe, we want you to feel confident when shopping with us. We carefully select the products available in our store and aim to ensure that every order reaches you in good condition and as described.

If something is not quite right with your order, this policy explains your rights and how returns, refunds and faulty items are handled.

This policy applies to purchases made through the Myphe online store and does not affect any statutory rights you may have under UK consumer law.

1. Your Right to Cancel

If you purchase a product from us online, you generally have the right to change your mind and cancel your purchase within 14 days of receiving your order, without having to provide a reason.

If your order contains several items delivered separately, the cancellation period begins when you, or a person nominated by you other than the carrier, receives the final item from the order.

To exercise your right to cancel, you must contact us within the 14-day cancellation period and clearly inform us that you wish to cancel and return your purchase.

Once you have notified us, you must send the eligible item back within 14 days.

Please contact us at myphesuporte@gmail.com before returning any item so that we can provide the appropriate return instructions.

2. Return Conditions

When returning an item because you have changed your mind, you should take reasonable care of the product while it is in your possession.

Where applicable, items should be returned:

complete and with all parts and accessories supplied;
with their original packaging where reasonably possible;
without unnecessary signs of use, wear or damage;
with any labels, manuals or accompanying materials supplied with the product.

You are entitled to inspect and handle a product to the extent reasonably necessary to determine its nature, characteristics and functionality, in much the same way as you would be able to examine it in a physical shop.

If an item has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

The absence of original packaging does not automatically remove your statutory rights.

3. Items That Cannot Normally Be Returned After Opening

Certain products may be excluded from the right to cancel where permitted by UK law.

This may include:

sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
personalised or made-to-order products;
products made specifically to a customer's requirements;
products that deteriorate or expire rapidly; and
other products for which an exception to the statutory cancellation right applies.

Because Myphe offers baby and children's products, some personal-care, oral-care, feeding or hygiene-related items may fall within the health and hygiene exception when they have been supplied sealed and the seal has been broken after delivery.

This exception does not limit your rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

4. Faulty, Damaged or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is:

faulty;
damaged;
not as described;
not fit for its intended purpose; or
different from the item you ordered,

please contact us as soon as reasonably possible at myphesuporte@gmail.com.

To help us investigate the issue efficiently, we may ask you to provide:

your order number;
photographs or video showing the problem;
photographs of the packaging;
the product name; and
a brief description of the issue.

Providing photographs or videos can help us resolve your request more quickly, but nothing in this policy is intended to impose unreasonable requirements that restrict your statutory consumer rights.

5. Your Rights for Faulty Goods

Products sold by Myphe must meet the standards required by applicable UK consumer law, including being of satisfactory quality, fit for purpose and as described.

Under the Consumer Rights Act 2015, consumers may have a 30-day short-term right to reject faulty goods and receive a refund, subject to the circumstances and legal requirements applicable to the purchase.

If a fault is discovered after the initial 30-day period, you may still have legal rights to a repair, replacement, price reduction or refund, depending on the circumstances.

Nothing in this Returns & Refunds Policy limits or replaces these statutory rights.

6. Return Shipping Costs

Change-of-mind returns

If you are returning an eligible item because you have changed your mind, you will normally be responsible for the direct cost of returning the product to us, unless we state otherwise.

We recommend using a tracked or otherwise reliable postal service and keeping proof of postage until your return has been completed.

Myphe cannot be responsible for items lost during a return where the return method has been arranged independently by the customer.

Faulty, damaged or incorrect items

If an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, Myphe will bear reasonable return costs where required by applicable law.

Please contact us before arranging a return so that we can provide the appropriate instructions.

7. Please Do Not Return Items Without Contacting Us

Return arrangements may vary depending on the product and fulfilment location.

For this reason, please do not send a return to the address shown on the original parcel unless we have specifically instructed you to do so.

The address shown on a parcel may belong to a fulfilment, logistics or shipping facility and may not be authorised to receive customer returns.

Please contact myphesuporte@gmail.com first. We will provide the correct return instructions and, where applicable, the relevant return address.

Sending an item to an unauthorised address may delay the processing of your return.

This does not affect your statutory rights.

8. Refunds

Once a return has been received, or acceptable evidence of return has been provided where applicable, we will assess the return and process any refund to which you are entitled.

For valid cancellations under your statutory right to cancel, we will make the required refund without undue delay and, in any event, within the period required by applicable UK law.

Refunds will normally be made using the same payment method used for the original purchase, unless another method has expressly been agreed.

You will not be charged a fee by Myphe for receiving an eligible refund.

After we issue a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account. These processing times are outside our control.

9. Original Delivery Charges

Where you exercise your statutory right to cancel the entire order, we will refund the applicable standard delivery charge you originally paid, where required by law.

If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to refund the additional cost of that upgraded delivery service.

If only part of an order is returned, the treatment of the original delivery charge will depend on the circumstances of the order and applicable law.

10. Refund Deductions

For change-of-mind returns, we may reduce the amount refunded to reflect any reduction in the value of the product caused by handling beyond what would reasonably be permitted when examining the product in a shop.

We will not make arbitrary deductions from refunds.

Any deduction will be made only where permitted by applicable law and will reflect the actual reduction in the value of the product.

11. Exchanges

We do not guarantee direct exchanges for every product.

Where an exchange is not available, the simplest option may be to return the eligible item in accordance with this policy and place a new order for the preferred product, size, colour or variation.

If an incorrect or faulty item has been supplied, please contact us before placing another order so that we can determine the appropriate solution.

12. Orders Lost in Transit

If your order has not arrived within the expected delivery period stated in our Shipping Policy, please contact us.

We may investigate the shipment with the relevant carrier or fulfilment partner before determining the appropriate resolution.

Where goods have not been delivered within the timeframe required by applicable law or an agreed delivery deadline, your statutory rights remain unaffected.

13. Refused and Uncollected Deliveries

If a delivery is refused or is not collected and is subsequently returned to us or our fulfilment partner, please contact us.

Once the parcel has been confirmed as returned, we will determine the appropriate refund in accordance with the circumstances of the order and applicable consumer law.

Any deduction for costs will only be made where legally permitted.

14. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at myphesuporte@gmail.com.

We will make reasonable efforts to stop the order before dispatch.

However, orders may enter processing or fulfilment shortly after being placed, so we cannot guarantee that a cancellation request will reach the fulfilment process before the parcel has been dispatched.

If the order has already been dispatched, you may still exercise any applicable cancellation and return rights described in this policy.

15. Promotional and Sale Items

Products purchased during a promotion, discount or sale are covered by the same statutory consumer rights as products purchased at their normal price.

A discounted price does not remove your rights in relation to faulty, damaged, misdescribed or otherwise non-conforming products.

16. Gifts

If an item was purchased as a gift, the refund will generally be made to the original payment method used by the purchaser.

Where appropriate, please contact us so that we can determine what options are available.

17. How to Request a Return or Refund

To request a return or report a problem with your order, contact us at:

Myphe
Email: myphesuporte@gmail.com

Please include your order number and a brief explanation of your request.

For faulty, damaged or incorrect items, photographs of the product and packaging may help us resolve the matter more efficiently.

We will provide return instructions where a return is required.

18. Your Statutory Rights

Nothing in this policy is intended to exclude, restrict or otherwise affect rights that cannot legally be excluded or restricted under applicable consumer protection law.

UK customers may have rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where there is any conflict between this policy and a mandatory right provided by applicable law, the mandatory legal right will apply.

19. Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our business practices, services or applicable legal requirements.

The version in force at the time of your purchase will apply to your order, except where changes are required by law.

The date of the most recent revision is displayed at the top of this policy.

20. Contact Us

If you have any questions regarding a return, refund or your rights under this policy, please contact: