1. Exchanges, Returns and Refunds Policy
1.1 Request Period
Customers may request one exchange of an eligible product within 3 days of delivery. A change of preference or size alone does not qualify for a refund under the voluntary exchange policy. This does not limit mandatory consumer rights for defective or incorrectly delivered goods or in other cases provided by law.
1.2 Exchange Conditions
Provide an order number or valid proof of purchase.
The product must be unused, unwashed, unaltered, clean and free of unusual odors, with labels, tags, packaging and accompanying accessories intact as far as reasonably possible.
The request must be made within 3 days of delivery. Contact PHAM OFFICIAL before sending the product back and follow its instructions.
A replacement requested for a different size or style must be of equal or greater value under the current published policy. If a lower-priced item is selected, the difference will not be refunded under the voluntary exchange policy unless required by law.
The customer pays shipping both ways for a requested change of size or style.
No additional exchange fee applies if PHAM supplied the wrong product, size or color, or if a manufacturing defect is confirmed.
1.3 Exclusions from Exchanges and Returns
Products that have been used, washed, altered, soiled, have developed an odor, or are missing tags or labels due to the customer’s actions.
Products damaged by care or use contrary to the instructions.
Made-to-measure or custom-designed products are ineligible for exchange or return due to a change of preference. PHAM OFFICIAL offers one fit adjustment if the product is too loose or too tight.
Discounted products are ineligible for voluntary exchanges and returns except for defective or incorrectly delivered products or where the law provides otherwise.
Requests that lack information or reasonable evidence to verify the transaction.
1.4 Exchange, Return and Refund Process
For a voluntary exchange, contact hellophamofficial@gmail.com or call 082 889 1789 within 3 days of delivery. Provide your order number, the reason for the request, and photos or video if there is a defect or delivery error. We recommend recording the unboxing to help verify any issue.
PHAM OFFICIAL will respond initially within 1 business day, confirm eligibility and provide the return address and shipping instructions.
Pack the product and return it as instructed. Do not send a parcel with charges payable by the recipient without prior approval.
PHAM OFFICIAL will inspect the product upon receipt and notify the customer of the exchange or refund outcome.
Replacement products are sent after verification is complete. Refunds are processed within 3 to 7 business days from approval of the request and receipt of all required information.
1.5 Exchange and Return Costs
For a change of size or style at the customer’s request, the customer pays shipping in both directions. PHAM OFFICIAL charges no additional exchange fee if the wrong design, size or color was delivered or a manufacturing defect is confirmed. In other cases, costs are allocated in accordance with applicable law.
1.6 Refund Method
Refunds are issued in eligible cases under PHAM OFFICIAL’s published exchange, return and refund policy or under a valid agreement between the parties.
For PayPal payments, PHAM OFFICIAL will seek to refund through the original PayPal transaction, subject to PayPal’s rules and processing capabilities.
PHAM OFFICIAL expects to process refunds within 3–7 business days after the request is approved and any required goods, documents or information are received.
When the funds actually reach the customer’s PayPal account, bank card or payment method depends on PayPal, the bank and the card issuer.
Any currency conversion charges or exchange-rate differences are handled under the policies of PayPal and the relevant bank and under applicable law.
1.7 Refund Eligibility
A manufacturing defect is confirmed.
PHAM OFFICIAL delivers the wrong product, size or color, or delivers fewer items than stated in the confirmed order.
The product is damaged in transit and no suitable replacement is available.
PHAM OFFICIAL cancels an order after receiving payment by bank transfer.
Other cases agreed by the parties or provided by law.
2. Service Termination and Refund Policy
This policy does not apply to ordinary sales of goods. Order cancellations, returns and refunds for goods are handled under the payment, shipping, and returns and refunds policies.