Refund and Returns Policy


Due to their nature and source, the majority of products and services purchased via PB MEDICAL GROUP LTD are exempt from being returned.  Otherwise, our refund and returns policy lasts 5 working days.

Only skincare displayed under the ‘Skincare Shop’ categories may the purchased using Klarna methods.

Products purchased through Klarna, and only via Klarna which would by virtue of this policy be non-eligible for refund, will be subject to a 14 day money back guarantee should it be found that an incorrect product has been received or that an error has been made on part of the distributor (HealthxChange).  In the event that service arrangements with Klarna cease operations, then we reserve the right to withdraw this clause.

If eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, shipped and received within the 5 working day period.

Types of products and services which are exempt from being returned; 

  • Services via Phi Balance Clinic
  • Upfront Deposit paid to Phi Balance Clinic in the event of non-attendance to appointment or failure to change or cancel appointments prior to the required 48 hour notice period. 
  • Services via PB MEDICAL GROUP LTD
  • Products via Phi Balance Clinic which required prescription or ordered under a persons identifiable information (i.e Name, Date of Birth etc)

The Directors and Managers of PB MEDICAL GROUP LTD and any of it’s trading names, reserve the right to act beyond these policies should they deem it appropriate to do so. 


Where refunds are permitted, inspection of the products will also be required to be undertaken by the distributer.  We will notify you of the approval or rejection of your refund once this step has taken place.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: to be notified at the time.

Shipping returns

I approval has been granted to you, then to return your product, you should mail it to: to be notified at the time.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.

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Expires 12 months after purchase