Return Policy
Returns & Exchanges
We want you to feel confident that every item is the right fit for your home. If it isn’t quite right, we are here to help.
For returns or exchanges, please contact us at service@phivilla.co.uk to confirm the return process and address.
Return Policy
You may return most items within 30 days of delivery for a refund or exchange.
To be eligible for a return, items must be:
- In original condition
- In original or suitable packaging
- With all accessories included
Return Shipping Cost
Return shipping costs may be deducted from your refund depending on the reason for return and your location.
We will cover return shipping if the item arrives damaged, defective, or incorrect.
In such cases, we may request photos or videos to help assess the issue and process your refund.
Return Process
1. Please contact Customer Service at service@phivilla.co.uk, indicating the item(s) you would like to return and the reason. We will get back to you within 48 hours. Your patience will be highly appreciated. For damaged or defective products, we require pictures or videos of defective/damaged items to process the return/refund.
2. Prepare the shipping label. Once the return request is approved, we will provide you a return address. Print your shipping labels or ask the carrier location for assistance. For damaged or defective products, we will send you a pre-paid shipping label.
3. Pack up the item(s) to be returned with the original packing, along with all accessories in the original shipment.
4. Drop off your package at a carrier location near you and ship the items to us. Once it ships, contact us at service@phivilla.co.uk, we will track the process and issue the refund to your original payment method after we receive the package.
There are a few items that can’t be returned:
- Pre-order items (unless the products have quality issues)
- Gift cards
- Personalised items
- Bundled or promotional items unless the full bundle is returned
- Items marked as “Non-Returnable”
- Fully assembled items
