01Returns at a Glance
Eligible normal return requests must be made within 14 calendar days after receipt. There is no restocking fee.
If possible, contact us within 48 hours after discovering a return issue so support can begin promptly. This 48-hour service guideline does not shorten the 14-day return request window or any mandatory statutory consumer rights.
Before returning anything, contact support@phaelun.com for return instructions.
02EU Withdrawal Right
Where EU distance-selling rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason.
For a normal statutory withdrawal, the customer may bear return shipping costs if that responsibility was clearly disclosed before purchase.
Where required by law, the standard original delivery cost must be refunded. Any supplementary cost caused by choosing a more expensive delivery option than the least expensive standard method may be non-refundable to the extent permitted by law.
03A. Normal / Change-of-Mind Returns
Eligible non-defective returns may include change of mind, no longer wanted, size preference or personal preference.
Items may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These conditions do not remove mandatory rights, including reasonable inspection rights under applicable EU withdrawal law.
For a normal change-of-mind return, the customer pays the return shipping cost.
04B. Problem Goods
If goods are damaged, defective, incorrect or incomplete, contact our support team promptly with reasonable order information.
For merchant-responsibility issues, the merchant pays the applicable return shipping cost.
Mandatory statutory rights for non-conforming goods remain fully available.
05Return Steps
1. Contact our support team: email support@phaelun.com to register the return.
2. Receive instructions: customer support will provide the applicable return address and steps.
3. Send the item: follow the instructions and retain reasonable proof of shipment where appropriate.
4. Review and resolution: once received, the return is reviewed and the appropriate refund or exchange process is completed.
Important: No. 161-13, Jinmao West Road, Jinmao Subdistrict (Zhongshan Subdistrict), Longhua District Haikou City Hainan Province 570125 China is the registered business address and is not automatically the return address.
06Exchanges
Direct exchanges are supported. For non-defective exchanges, the customer pays both the return shipping cost and the replacement-item shipping cost.
For exchanges caused by damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return and replacement shipping costs.
07Refund Timing and Method
Our internal target is to process approved refunds within 7 business days after the return has been received and reviewed.
This is an internal merchant processing target only and does not extend, reduce or replace any mandatory statutory refund deadline. For applicable EU withdrawals, we may withhold reimbursement only as permitted by law until the goods are received or evidence of return is provided.
Approved refunds generally return to the original payment method. Your bank, card issuer or payment provider may take additional time to display the funds.
08C. EU Statutory Withdrawal Process
EU statutory withdrawal is distinct from the store’s ordinary commercial return policy.
After giving withdrawal notice, return the goods in accordance with applicable law and the return instructions supplied by customer support.
Nothing in this policy imposes a shorter statutory period or procedure that would remove a mandatory withdrawal right.
09Exceptions, Where Applicable
If clearly personalised, custom-made or made-to-order goods are offered in the future, they may be excluded from ordinary change-of-mind or statutory withdrawal rights where applicable law permits.
This does not exclude rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
10Statutory Consumer Rights
Nothing in this policy limits mandatory statutory consumer rights.