Refund policy

Our goal is to ensure every customer is satisfied with their purchase. If you are not completely happy with your order, we are here to help.

1. Cancellation

If you wish to cancel your order, please contact us at service@phivilla.co.uk as soon as possible.

We can cancel your order if it has not yet been processed or shipped. Once an order has been dispatched, it can no longer be cancelled. In this case, please wait for delivery and then request a return.

 

2. Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • Unused and in original condition
  • With original packaging
  • With all tags and components included

Return Shipping

  • If the item arrives damaged, defective, or incorrect, we will cover the return shipping cost.
  • If the return is due to personal reasons (e.g. change of mind), the customer is responsible for return shipping costs.

You can always contact us for any return question at service@phivilla.co.uk.

 

3. Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 2-4 days, and the refund will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)

If you haven’t received a refund yet:

  • First check your bank account
  • Then contact your payment provider (PayPal or bank), it may take some time before your refund is officially posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at service@phivilla.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at service@phivilla.co.uk to confirm the return address.

 

4. Shipping
To return your product, you should contact our service team to confirm the return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.