2. RETURNS & REFUNDS POLICY

We hope you love your PHAFS order.

But if something isn’t right, this policy explains how returns and refunds work.

2.1 Return Period

You can request a return within 14 days of receiving your order.

To request a return, contact hello@phafs.com within the 14-day period and include your order number and the item or items you would like to return.

Once a return has been requested, the item must be sent back within 14 days.

2.2 Return Condition

Returned products should be in a condition that allows them to be resold.

You’re welcome to inspect or briefly try a product to check the size, fit and appearance. For example, a collar may be tried on indoors to check the fit.

Products should not be worn on walks, used outdoors or otherwise used beyond what is needed to check them.

If a returned product shows signs of use, wear, dirt, damage or handling that has reduced its value, the refund may be adjusted accordingly.

2.3 Return Shipping

For change-of-mind returns, the customer is responsible for the cost of returning the product to PHAFS.

Please package the item securely before sending it back. We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.

If you are returning a faulty, damaged or incorrect product, please see the section below.

2.4 Faulty, Damaged or Incorrect Products

In the unfortunate event of your order arriving damaged, you receiving the wrong product, or you believing there is a manufacturing fault, please contact hello@phafs.com with your order number and details of the issue.

Please include photos where helpful so we can review the problem and arrange the best solution.

If a return is needed, PHAFS will cover the reasonable return shipping cost.

2.5 Refunds

Once your return has been received and checked, we will confirm your refund by email.

Refunds are made to the original payment method.

We may wait until the returned item has been received, or until you provide proof that it has been sent back, before issuing the refund.

Please allow additional time for your bank or payment provider to process the refund once it has been issued.

2.6 Exchanges

We do not currently offer direct exchanges.

If you would like another size, colour or product, please return the original item and place a new order.

2.7 How to Request a Return

Contact:

hello@phafs.com

Please include your order number and the product you would like to return.
We will provide the return instructions and return address.