Returns & Refunds
Return eligibility, shipping responsibilities, exchanges, EU withdrawal rights and refund processing in one place.
Three return paths
Return responsibilities depend on why the item is being returned and whether mandatory statutory rights apply.
Includes no longer wanted, size preference, personal preference or another non-defective return. Contact support@pharqio.com within 14 calendar days after receipt.
Damaged, defective, incorrect or incomplete goods. Contact support so the issue can be reviewed and the appropriate resolution arranged.
Where EU distance-selling rules apply, consumers generally have 14 days after receipt to exercise the statutory right of withdrawal without giving a reason.
How to return an item
Contact support
Email support@pharqio.com and register the return.
Receive instructions
Support provides the return steps and return address.
Send the item
Follow the instructions and retain reasonable proof of shipment.
Review and refund
After receipt and the necessary review, an approved refund is processed to the original payment method.
Condition for normal change-of-mind returns
For a normal change-of-mind return, items may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These requirements do not remove mandatory statutory rights. Under the EU statutory right of withdrawal, consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning; any diminished value caused by handling beyond that may be addressed as permitted by law.
Direct exchanges
Direct exchanges are supported. For a normal non-defective exchange, the customer pays the original return shipping cost and the replacement shipment cost. For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return and replacement shipping costs. No restocking fee is charged.
Standard original delivery cost
Where an EU consumer validly exercises the statutory right of withdrawal, the standard original delivery cost is refunded as required by applicable consumer law. If the customer selected a delivery service that costs more than the least expensive standard option, the supplementary amount above that standard cost may be excluded where permitted by law.
After withdrawal notice, goods should be returned in accordance with the applicable statutory timetable. Return procedures in this policy do not shorten or remove mandatory rights.
Refund timing and method
Approved refunds are generally returned to the original payment method. Our internal processing target is within 7 business days after returned goods are received and the necessary review is completed. Banks, card issuers or payment providers may need additional time to display the funds.
For EU statutory withdrawal, the mandatory statutory refund deadline applies. Where permitted by law, reimbursement may be withheld until the goods are received back or the customer provides evidence that the goods have been sent back, whichever condition satisfies the applicable legal rule first.
Personalised or made-to-order goods where applicable
If made-to-order, custom-made or clearly personalised goods are offered and an applicable statutory withdrawal exception applies, such goods may be excluded from change-of-mind withdrawal to the extent permitted by law. This does not exclude rights relating to defective, damaged or incorrect goods, merchant production errors, or other mandatory statutory consumer rights.
Statutory rights
Nothing in this policy limits Mandatory Statutory Consumer Rights.