Refund policy

Refund Policy

At Pherora, your satisfaction is our priority — and so is your pet's happiness and well-being. If for any reason you're not completely satisfied with your purchase, we're here to make things right.

Order Changes & Cancellations

You have 30 minutes after placing your order to make changes or cancel. After that, your order enters processing and we may not be able to make adjustments. Please double-check your cart and shipping details before checking out. If you need help, reach out to support@pherora.com and we'll do our very best.

Our 30-Day Money-Back Guarantee

We stand behind every product we sell. If you're not happy with your purchase, you have 30 days from the date of delivery to request a refund or return.

This guarantee applies to all orders, including subscription orders — and even if you've already opened and tried the diffuser. Give it a fair go, and if it doesn't help calm your pet, just reach out.

How Returns Work

To begin a return, simply contact our support team at support@pherora.com. We'll guide you through the process and make it as smooth as possible.

  • If your product is unused and still in its original sealed packaging, we'll ask you to return it to our returns address. Before arranging the return, we may ask for a photo of the sealed product to confirm its condition. Customers are responsible for return shipping costs, and we recommend a trackable shipping service.
  • If you've already started using the product, reach out and we'll assess your situation and work with you to find the best resolution — whether that's a full refund, a partial refund, or another solution.
  • If you purchased more than one kit and some remain unused, we may ask that the unused kits be returned as part of the refund process.

Please contact us before sending anything back — returns sent without prior approval may not be processed.

Damaged or Defective Items

We sincerely apologize if your order arrives damaged, defective, or not as described. Please contact us at support@pherora.com as soon as possible with:

  • Your order number
  • A description of the issue
  • Photos or video, where applicable

We'll prioritize getting you a replacement or refund as quickly as possible — in most cases with no return needed.

Subscription Orders

Our 30-day guarantee applies to subscription orders as well. If you'd like to cancel your subscription and request a refund on your most recent order, simply contact us within 30 days of delivery and we'll take care of it. You can also pause or cancel anytime before your next billing date through your account portal, or by emailing us at support@pherora.com.

Refund Timelines

Once your return is received and reviewed, we'll be in touch. Approved refunds are processed back to your original payment method within 3–7 business days. Depending on your bank or card provider, it may take additional time to appear on your statement. If you haven't received your refund after 10 business days, please contact us and we'll look into it straight away.

Please note: shipping fees (if any were paid) are non-refundable.

Items Not Eligible for Return

The following items cannot be returned:

  • Opened refill liquid returned for hygiene/safety reasons (we'll still help under the guarantee above — just contact us)
  • Hazardous or flammable materials sent back without approved packaging
  • Sale or clearance items
  • Gift cards

Not sure if your item qualifies? Just ask — we're always happy to help.

EU & UK Customers

If you are based in the European Union or United Kingdom, you have the right to cancel or return your order within 14 days of delivery. Items must be in their original condition and packaging, with proof of purchase. This right is in addition to our 30-day guarantee above.

Get in Touch

Our support team is here for you. If you have any questions or need help with a return or refund, don't hesitate to reach out at support@pherora.com. We're committed to making sure you and your pet have a great experience with Pherora.