Returns & Refunds
Return routes, exchange rules, refund timing and EU statutory withdrawal rights.
Change-of-Mind / Normal Return
For eligible non-defective returns such as change of mind, no longer wanted, size preference or personal preference:
- Contact support@phaqaro.com within 14 calendar days after receipt.
- Customer pays return shipping.
- Goods may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable.
- No restocking fee is charged.
Problem Goods
For damaged, defective, incorrect or incomplete goods:
- Contact support@phaqaro.com for assistance.
- The merchant covers the applicable return shipping cost.
- For an exchange, the merchant also covers the replacement shipping cost.
- Mandatory statutory rights remain fully available.
EU Statutory Withdrawal
Where EU distance-selling consumer rules apply:
- A 14-day statutory withdrawal right generally runs from receipt of the goods.
- No reason is required for the withdrawal.
- The customer pays return shipping where this responsibility was clearly disclosed before purchase.
- Required standard original delivery costs are refunded in accordance with applicable law.
- You may inspect goods to a reasonable extent similar to an in-store inspection. A reduction in value caused by handling beyond that reasonable inspection may be addressed as permitted by law.
Return process
Register the request
Contact support@phaqaro.com within the applicable return or withdrawal period.
Receive return instructions
Customer support provides the return steps and return address. Room 204, No. 1, Fengxianglou First Lane, Humen Town
Dongguan City Guangdong Province 523899
China is the registered address and is not automatically the return address.
Send the goods back
Follow the instructions provided. For an EU statutory withdrawal, goods should be returned within the period required by applicable law after notice of withdrawal.
Refund or exchange
Eligible refunds are returned to the original payment method, and approved exchanges are handled under the shipping-cost rules above.
Refund timeline
Our internal processing target for approved refunds is 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 display the refund.
EU refund rules
For an applicable EU statutory withdrawal, reimbursement follows the mandatory statutory deadline. Where permitted by law, reimbursement may be withheld until the returned goods are received or the customer supplies evidence that the goods have been sent back.
If the consumer chose a delivery method more expensive than the least expensive standard delivery offered, the supplementary delivery cost above that standard amount may be excluded where applicable law permits.
Return exceptions where applicable
If made-to-order, custom-made or clearly personalised products are offered, they may be excluded from ordinary change-of-mind returns or the statutory withdrawal right where applicable law permits. This does not exclude claims relating to defective, damaged or incorrect goods, merchant production errors, or other mandatory statutory rights.