Our main goal is to ensure all customers are happy and satisfied with our products, therefore we will arrange cancellation and returns in certain cases.
1. Cancellation
You could cancel the order after placing it, please email service@phivillaus.com and confirm your order status when you change your mind. We will do our best to help you cancel it when it is not processed. If the order is already shipped, we could not cancel it right away，please refuse to sign for the package when it is arrived.
2. Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. After that, all exchange or refund will be rejected.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.
If customers want to have a return, we will be responsible for the return fee for several situations: Item arrives in a damaged or defective state, or any other quality issues. If the return is requested by the buyer for personal reasons, the seller is not responsible for covering the shipping fee.
You can always contact us for any return question at service@phivillaus.com.
3. Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 2-4 days, and the refund will automatically be applied to your credit card or original method of payment. It takes up to 7 days when you use credit card. If you used Paypal, the money will be back to you immediately.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please check your bank account first.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@phivillaus.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at service@phivillaus.com to confirm the return address.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should contact our service team to confirm the return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
