Returns & Refunds
Return, exchange and refund rules are separated below by the reason for the return and by applicable statutory rights.
Change-of-Mind / Normal Return
Request within 14 calendar days after receipt. The customer pays return shipping. No restocking fee.
Defective / Damaged / Incorrect / Incomplete
The merchant pays applicable return shipping. Mandatory rights relating to non-conforming goods remain available.
EU Statutory Withdrawal
Where applicable, EU consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason.
Return process
Email support@phaurex.com within the applicable return period.
Customer service provides the return steps and the return address.
Follow the Return Instructions and keep reasonable shipment evidence where appropriate.
Once the applicable conditions are met, the approved refund or exchange is processed.
Return eligibility
For a normal change-of-mind return, items 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. Under an applicable EU withdrawal right, consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning; any diminished value caused by handling beyond that level may be addressed as permitted by law.
Return shipping costs
Exchanges
Direct exchanges are supported.
- Normal non-defective exchange: customer pays the return shipping cost and replacement-item shipping cost.
- Damaged, defective, incorrect or incomplete goods: merchant pays applicable return and replacement shipping costs.
Refund timeline and method
Approved refunds are generally returned to the original payment method. Our internal processing target is within 7 business days after returned goods are received and the necessary review is completed.
This internal target does not extend, reduce or replace any mandatory statutory refund deadline. Banks, card issuers or payment providers may take additional time to display funds after processing.
EU withdrawal and original delivery cost
For an applicable EU statutory withdrawal, the merchant must comply with the mandatory statutory refund deadline. Where permitted by law, the refund may be withheld until the returned goods are received or the customer provides evidence that the goods have been sent back, in accordance with the applicable legal rule.
Where EU consumer law requires it, the standard original delivery cost must be refunded. If the customer chose a delivery method that cost more than the least expensive standard delivery option, the supplementary amount may be excluded from the refund to the extent permitted by law.
Exceptions where applicable
If clearly personalised, custom-made or made-to-order products are offered in the future, an applicable statutory withdrawal exception may apply where permitted by law. Such an exception does not remove rights for defective, damaged or incorrect goods, merchant production errors or other mandatory statutory rights.
Nothing in this policy limits mandatory statutory consumer rights.