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How to Return a Product

Overview

This article explains how customers can return products purchased from the Philips Online Store. Philips offers a free 30-day return policy, allowing customers to return eligible products for a refund or replacement using the Do It Yourself (DIY) Return Portal.

Return Policy Summary

Policy ElementDetails
Return windowWithin 30 days from purchase
CostFree of charge
Refund methodOriginal payment method
Replacement optionAvailable if item is in stock
Shipping methodFedEx return label provided

Note: If a return option is not visible, the 30-day return window may have expired.

Prerequisites

Before starting a return, ensure you have:

  • Order number
  • Email address used for the purchase
  • Access to a MyPhilips Account (optional but recommended)

Return Process (Step-by-Step)

Step 1: Access the Return Portal

Choose one of the following options:

  • With MyPhilips Account
    • Log in to your account
    • Navigate to View active order history
    • Select the order you want to return
  • Without MyPhilips Account
    • Access the return page directly
    • Enter your order number and purchase email address

Step 2: Select Products

  • Tick the checkbox next to each product you want to return
  • Select the quantity per product

Important:

  • If returning multiple products, ensure they fit in one box
  • If multiple boxes are needed, create separate return requests per box

Step 3: Initiate Return

  • Click Return products

Step 4: Choose Return Type

Select one option:

  • Replacement (same item, subject to stock availability)
  • Refund

If only “Refund” is shown, the product is out of stock and cannot be replaced.

Step 5: Select Return Reason

  • Choose the appropriate reason from the drop-down list

Step 6: Packing & Shipping

  • Review the packing instructions
  • Download your FedEx return label
  • The return label is also sent via email

Special cases:
In some situations, Philips may request confirmation of product disposal instead of a physical return. In such cases, confirmation will be emailed and the refund or replacement will be processed accordingly.

Step 7: Drop Off Package

  • Use the suggested FedEx drop-off location
  • You may search for an alternative location if needed

Step 8: Return Processing

  • Once Philips receives and inspects the product:
    • Refund or replacement is processed
    • A confirmation email is sent

Step 9: Refund Completion

  • Refunds are issued to the original payment method
  • Only the relevant portion of the purchase price is refunded
  • All original parts must be included in the return

Subscription Orders

For subscription-related returns or cancellations:

  • Visit your Subscriptions Account
  • If issues occur, contact the Philips Online Store Call Center

Common Issues & Notes

  • ❗ Return option not visible → Likely outside the 30-day return window
  • 📦 Missing parts may delay or invalidate refunds
  • 🔁 Replacement depends on product availability

Payment Information

Accepted payment methods vary by region.
If a payment fails:

  • Retry with an alternative method
  • Contact Philips Online Store Support for assistance

Support & Contact

If you cannot find what you are looking for:

  • Contact the Philips Online Store Support Team
  • Available via official Philips support channels

Related Articles

  • Ordering from the Philips Online Store
  • Delivery options
  • Payment troubleshooting
  • Product defect handling

 

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