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Returns & Exchanges


All hygiene items, such as masks and filters, are non-returnable and non-exchangeable.

All hygiene items will be considered for refund under these scenarios:

Defective Item 

Incorrect Item / Size received

For such cases, kindly keep the original item.

At the same time, please contact us and we will offer the option to either

  1. Arrange a replacement to you (Subject to product availability) or
  2. Make a refund via store credit to your account (Valid for 1 year)

*All return and exchange will be handled case by case basis.


Any Return or Exchange will be processed in credit term. Cash refunds are strictly not allowed. Shipping charges are not creditable.

All Return or Exchange requests can only be requested by the original purchasing account. Third parties will not be allowed.

Return or Exchange are only applicable for orders made directly from our webstore.

Return or Exchange are allowed for purchases made using our tiered pricing / member discount. No sale item allowed. 

Return or Exchange requests can only be made once per order number.

Return or Exchange has to be requested within 15 days from the time you receive your item. 

Kindly email to sales@thephaseco.com for request. Return or Exchange will not be processed and accepted if we do not receive any request alert(s).

Any Return or Exchange requested after the timeframe will not be accepted. 


Step Actions to Take

Kindly email to sales@thephaseco.com with subject “Order #XXXX Return & Exchange Request

Email subject: Order #XXXX Return & Exchange Request
REASONS: (e.g. do not fit / unsatisfactory / defective / incorrect item)
*Kindly attach images to support your reason for exchange when possible

Kindly wait for our reply and will advice the next step forward.


My mask does not fit. What should I do?
Sorry, we're unable to accept any return or exchange as this is a sensitive hygiene item. We do not take back any masks & hygiene items sent out. Thank you for your understanding.
Should you require any assistance, kindly contact us at +65 9859 0184, sales@thephaseco.com or the contact form below.
Can I visit your office for the return / exchange?
Yes. Kindly contact us at +65 9859 0184, sales@thephaseco.com or the contact form below within 15 working days upon receiving the parcel to make the arrangement.

I would like to request a refund in cash (in any condition).
We apologize that we are unable to provide any refunds in cash. We only refund in credit term.
The colour looks different from the website?
Colour of products may varies due to studio lightings used. Please allow some colour variation between product image and actual product. It may appear darker or lighter. 
 We don’t accept the following reasons of return or exchange:
i. Measurements may vary 1cm - 3cm due to mass production of item. In such cases, it will not be considered a defect and return or exchanges is allowed.
ii. For printed items, please note that the placement of prints will differ for every piece due to the cut of fabric.
iii. Colours of actual product may differ from picture
iv. For light coloured items, there may be minimal small black dots that are not obvious. As this does not change the overall appearance of the item, it will not be considered a defect.
v. Items with slight imperfections (loose thread, off line) which do not affect the overall appearance of the item will not be considered a defect.
vi. Stain below 2cm will not be considered a defect.
vii. Button hole or pocket hole that cannot be opened
viii. Defects caused by vandalism

If you are unsure or require more assistance, kindly contact us at +65 9859 0184, email to sales@thephaseco.com, or contact us via the form below.

ThePhase Co Pte. Ltd. reserves the right to amend the terms from time to time without prior notice. By purchasing from our website, you are deemed to have agreed to the above terms and conditions listed. If you have any enquiries, email us at sales@thephaseco.com.