Return and refund policy
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@phanra.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@phanra.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Return Policy
You must request a return within 14 days of receiving your order.
Return process:
1. Ensure you meet the conditions for a valid return
2. Send us a message at support@phanra.com indicating your intent to return the item. Please include the following in your email:
•Photos/videos of the item depending on the item
•Attached with tags and labels
We will respond to you within 24 hours and assist you in processing the return of your purchased items.
If your return request is accepted, you will have 7 days to return the items.
• Please ensure that if you are returning an item, the product is in perfect condition, unused, unwashed and with its original packaging (if applicable)
• Buyer is responsible for return shipping
• The original shipping fee will not be refunded
Once we receive the item in factory condition, we will refund your purchase price and notify you via email.
Acceptable Reasons for Return
Your return can only be approved for the following reasons:
| reason | describe | |
| Objective reasons | damaged | The product was damaged in transit |
| defect | The product does not function as described in its manufacturer's specifications | |
| Error/wrong item | The product is not what the customer ordered (for example, wrong size or wrong color) | |
| Missing items/parts | Items/parts missing from the package | |
| Not suitable* | Customer received the size ordered but it does not fit* | |
| Website Error | The product does not match the website specifications, description or images (this issue can be attributed to a website bug/misinformation) | |
Returns and Refunds
Our 7-Day Money Back Guarantee
Phanra.com guarantees that any item purchased from us will be refunded within 7 business days after purchase.
Request a Refund
If you are eligible for a refund based on the refund reasons listed above, you can do so in My Account > Orders or by using the link given below:
Select an item or your entire order and click the " Request Refund " button. Let us know you would like a refund with a clear explanation of why you are unhappy with the delivery and upload pictures or any other supporting material. We want to know what went wrong or how we can improve customer satisfaction and work experience. Each issue will be processed within 1-2 business days. As such, the customer will receive an email and if the customer is eligible for a refund, it will be processed in accordance with the Refund Policy described below.
Time frame to receive a replacement/refund
Exchange Options: Once the item has gone through the quality assessment process, expect to be shipped within 10-15 business days from the date we receive tracking information on the returned merchandise.
Refund Options: Customers who request a refund can receive it within the following timeframes:
| Payment method (when purchasing) | Refund Options | Refund lead time (to check the amount on your bank statement) |
| Credit/Debit Card | Credit/Debit Offset | |
| PayPal | PayPal Withdraw (if PayPal balance) | 5-7 working days |
| Credit Reversal (if Paypal is linked to a credit card) |
5 to 15 business days Note: This amount may be reflected in your next billing cycle |
|
| Debit Reversal (if Paypal is linked to a debit card) |
5 to 30 business days (depending on your issuing bank) Note: This amount may be reflected in your next billing cycle |
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@phanra.com.