Contents

Here you will find all information regarding:

-          Our 30 Day Returns Guarantee

-          Our Refunds Policy

-          Returning a Damaged, Defective or Incorrect Item

-          How to Return an Item

-          Your Statutory Rights

 

Our 30-day returns guarantee

The Phlib 30-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item - see our Refunds Policy below. We can only accept the return of opened items if they are faulty. Please note that we reserve the right to send back items to you that have been returned to us after 30 days unless they are faulty.

This returns policy does not affect your Statutory Rights (see below).

We are unable to exchange items that are not damaged, defective or incorrect. To return a damaged, defective or incorrect item, see Returning a Damaged, Defective or Incorrect Item below.

In the event of Phlib sending you a replacement for a damaged, defective or wrong item, you must return the item to Phlib within 30 days. Phlib reserves the right to charge the price of the replacement item to the payment card used for the original order if you do not return the original item to us within 30 days of the date on which Phlib confirms we will issue a replacement.

 

Our Refunds Policy

Our Refund Procedure

-          When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

-          If the return and refund do not appear in Your Account after four weeks from the day you sent us your return, please contact us for further assistance.

How Refunds Are Calculated

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (either via a personalised pre-paid return label, or by refunding your return postage costs).

Phlib will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Items returned within the seven-day cooling off period

By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:

-          Where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred

-          Where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred

-          We will refund only standard (Airmail) postage charges for items delivered outside the UK.

-          Where we collect an item from you, we reserve the right to recover the costs of collection from you.

-          If you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.

We will not refund the cost of giftwrapping, your costs in returning the item to us and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part or because it is defective.

Items returned under the 30-day or 14-day returns guarantee

Where you are withdrawing from your purchase between seven and 30 days after, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of giftwrapping, delivery or other services provided to you in connection with your purchase. If you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.

Note: personalised pre-paid return labels are not available for all UK delivery addresses, and they are not available for delivery addresses outside the UK.

Gift Refunds

If you return a gift purchased for you from Phlib, you'll receive a gift coupon code for the value of your return, which you may use as part or full payment for future purchases from our website. Don't worry, we won't let the person who sent you the gift know about your return.

Please remember that normal returns criteria apply unless the return is due to an error on our part. If the return is not due to an error on our part, the refund will not include the cost of giftwrapping or other services provided to you in connection with the purchase. The cost of returning the item to us will not be included.

 

Return a Damaged, Defective or Incorrect Item

This section explains what to do if you've received a damaged, defective or incorrect item from Phlib. This returns policy does not affect your statutory rights.

If the item was damaged in transit

If you take delivery of a Phlib package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please see How to Return an Item for instructions.

If the item is defective (within 30 days of receipt)

You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. Please see How to Return an Item for instructions.

If the item becomes defective (after 30 days of receipt)

Please keep all the warranty information that accompanies your item as this may be should there be a fault. Please see How to Return an Item for instructions.

If we sent you an item you did not order (an "incorrect" item)

As soon as you find out we've sent you an incorrect item, please see How to Return an Item for instructions. Send the incorrect item back to us using a personalised return label and we'll make sure you are not charged for it. If you want us to replace the item we sent you with the item you ordered, choose the "Replacement" option on the returns form and we'll send you the correct item as soon as we can.

Note: in the event of Phlib sending you a replacement for a damaged, defective or incorrect item, you must return the original item to Phlib within 30 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order.

 

How to Return an Item

You must first complete the form at: http://www.phlib.co.uk/pages/returns-form

You will receive a confirmation email. This will be followed within 3 working days by an email detailing how to deal with your return query. This typically includes a personalised returns number and the returns address and returns instructions.

Please note: We cannot accept returns without a valid, personalised returns number. We cannot accept returns if you deliver them to us by hand. For your protection we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.

We will notify you via e-mail when we have processed your return - this may take up to three weeks.

 

Your Statutory Rights

Cooling-off Period

Purchases

At Phlib we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why under our 30-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

To cancel your purchase within the seven-working-day cooling-off period, please see How to Return an Item, and print out a personalised return label for your item, giving the reason for the return as "I just don't want it anymore". Please package the relevant item securely and send it to us using the personalised return label within 30 days following the date that the item was delivered to you.

Please note that we cannot accept returns if you deliver them to us by hand.

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (e.g.: giftwrapping).

As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge - we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html

Other statutory rights

For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway website at: http://www.consumerdirect.gov.uk/