01. Our Return Window

Customers may request a return for an eligible pheksi™ purchase within 30 days after receiving the product. The standard return period begins on the date the customer receives the order, not the date on which the order was placed.

To begin a return request, email service@pheksi.com with your order number and reason for return. Standard eligibility requirements and applicable consumer rights are described below.

02. Standard Return Eligibility

For ordinary change-of-mind returns, the item generally must:

• Have a return request initiated within 30 days of receipt.
• Be unused, clean, and in its original condition.
• Be free from customer-caused wear, modification, or damage.
• Include all original components, accessories, and instructions supplied.
• Be appropriately packed to avoid damage in return transit.
• Be identifiable through a valid order number or proof of purchase.
• Be returned according to the instructions supplied by customer support.

These standard conditions do not remove legal rights concerning faulty, unsafe, incorrect, or misdescribed goods.

03. How to Request a Return

04. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact us promptly after delivery.

To help review the situation, include the order number, a description of the issue, and clear photographs of the item, packaging, or shipping label when possible. Please retain the original product and packaging until instructions are provided.

Depending on the circumstances and applicable law, an appropriate remedy may include a replacement, exchange, repair where suitable, refund, or another legally required resolution.

05. Items That May Be Excluded

For ordinary change-of-mind returns, exclusions may apply where legally permitted and appropriately disclosed before purchase. Examples can include:

• Products that have been used, heavily worn, altered, or damaged after delivery.
• Personalized goods where a lawful exception applies.
• Items expressly identified as nonreturnable or final sale where permitted by law.
• Products missing essential components or affected by substantial customer-caused damage.

For hygiene-sensitive pet-care products, any return restriction depends on the nature of the product, the condition in which it is returned, prior disclosure, and applicable law. Statutory rights for faulty or misdescribed goods remain unaffected.

06. Return Shipping Costs

For ordinary change-of-mind returns, return shipping is generally the customer's responsibility unless we agree otherwise or applicable law requires a different arrangement.

For qualifying defective, damaged, or incorrectly supplied products, reasonable return shipping costs will be addressed as part of the appropriate remedy under applicable consumer law.

We recommend retaining proof of shipment and using a trackable service where practical.

07. Inspection of Returned Goods

After an authorized return reaches the designated receiving location, it may be inspected to confirm the item, its condition, completeness, and the applicable reason for return.

We will notify the customer of the outcome and provide the appropriate refund, replacement, or further instructions. Mandatory legal remedies take priority over inconsistent standard return conditions.

08. Refund Amounts & Methods

Approved refunds are ordinarily issued to the original payment method when supported. The refundable amount depends on the reason for return, applicable order charges, and the customer's legal rights.

For ordinary change-of-mind returns, original shipping charges may not be refundable where legally permitted and appropriately disclosed. A different result may apply for defective or incorrectly supplied goods.

09. Refund Processing

When a refund is approved, we will arrange it in accordance with the applicable payment service requirements and law. The time needed for funds to appear in the customer's bank or payment account varies by provider.

If you receive a refund confirmation and the amount does not appear after the relevant provider's normal processing period, contact support with your order details.

10. Exchanges & Replacements

Customers wishing to exchange an item or request a replacement should contact our support team first. Exchanges are subject to item availability, return eligibility, and the specific circumstances of the request.

If a replacement is unavailable, we will review appropriate alternatives, which may include a refund where required or agreed.

11. Order Cancellations

Please contact us as soon as possible if you wish to cancel an order. We will attempt to assist, but cancellation is not always possible once processing, packing, or shipping has progressed.

Customers may still have applicable return rights after receipt if an order could not be canceled in time.

12. Applicable Consumer Rights

Nothing in this policy restricts rights or remedies that cannot legally be excluded. Where applicable consumer protection law provides additional return, refund, or product remedies, the mandatory legal requirements take precedence.

13. Returns & Refund Contact

For assistance with an eligible return, damaged product, exchange, or approved refund, please email service@pheksi.com or call 00852-2890960.

Customer Service Hours: 8:00 AM – 10:00 PM Daily.