Returns & Refunds
Return routes for normal preference returns, product problems and EU statutory withdrawal, together with exchanges and refund timing.
Change of mind / preference
Includes change of mind, no longer wanted, size preference, personal preference and other non-defective returns.
Return shipping: customer pays.
Defective / damaged / incorrect / incomplete
These cases are handled separately from normal preference returns.
Applicable return shipping: merchant pays.
14-day withdrawal right
Where EU distance-selling rules apply, consumers generally have 14 days from receipt to withdraw without giving a reason.
Return shipping: customer may be responsible where disclosed before purchase.
Return eligibility and condition
For a normal change-of-mind return, goods may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These conditions do not remove mandatory statutory rights.
For an EU statutory withdrawal, consumers may inspect goods to an extent comparable to checking them in a physical store. Any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may be handled according to applicable law.
Return process
Contact customer service
Register the return within the applicable window at support@phaqeli.com.
Receive return instructions
Customer service provides the correct return address and steps. The registered address is not automatically the return address.
Send the goods back
Use the provided instructions and retain reasonable proof of return.
Refund or exchange processing
After the goods are received and the necessary review is completed, approved outcomes are processed subject to applicable statutory deadlines.
Return shipping costs
| Reason | Return shipping | Replacement shipping |
|---|---|---|
| Change of mind / size preference / non-defective return | Customer | Not applicable unless exchanging |
| Normal non-defective exchange | Customer | Customer |
| Damaged / defective / incorrect / incomplete return | Merchant | Not applicable unless exchanging |
| Damaged / defective / incorrect / incomplete exchange | Merchant | Merchant |
Refund timeline and method
Approved refunds are generally returned to the original payment method. Our internal target is to process approved refunds within 7 business days after returned goods are received and the necessary review is completed. A bank, card issuer or payment provider may need additional time to show the funds.
This internal target does not extend, reduce or replace any mandatory statutory refund deadline.
EU statutory refund rules
Where the EU statutory right of withdrawal applies, refunds follow mandatory law. The merchant may, where legally permitted, withhold the refund until the returned goods are received or until the customer provides evidence that the goods have been sent back, according to the applicable rule.
Standard original delivery costs that must be refunded under applicable consumer law will be refunded. If the customer selected a delivery option more expensive than the least expensive standard delivery offered, the supplementary amount may be excluded to the extent permitted by law.
Exceptions where applicable
If the website offers made-to-order, custom-made or clearly personalised goods and an applicable statutory withdrawal exception applies, those goods may be excluded from an ordinary change-of-mind return. This does not exclude rights relating to defective, damaged or incorrect goods, merchant production errors or other mandatory statutory consumer rights.