Return and Exchange Policy

Return Policy

• No Returns Accepted: We do not accept returns unless the wrong item has been delivered.
• Manufacturing Defects or Wrong Items: If you receive an item with a manufacturing defect or the wrong item- Please contact our customer service team within 3 days of receiving your order. We will verify the issue and arrange for a replacement or refund if applicable.
  

Exchange Policy

• Eligibility for Exchange: You may request an exchange for a different size of the same product or a different product with equal or higher amount within 3 days of receiving your order. Accessories like hats are not eligible for exchanges. However, they can be included in new order.
• Exchange Conditions: The item must be unused, unwashed, and in its original condition with all tags attached. The item must be in its original packaging.

Shipping Costs

• The customer is responsible for all shipping costs associated with the exchange.
• Both the shipping cost to return the item to us and the cost to ship the new item to the customer must be covered by the customer in advance.

Credit Note

• In some cases of size unavailability, manufacturing defects or on case basis, we can issue a credit note to the customer valid for 6 months and customer can redeem it at once.
• It will be valid site-wide on sale and non-sale items.

Additional Conditions

• Products once exchanged are not eligible for a second exchange or return.
• Products purchased on sale are final sale and not eligible for exchange.
• Exchanges or returns will only be processed after discussion via email or whatsapp. Items sent to our store without prior discussion will not be accepted and must be picked up by the customer.
• Customized products and products purchased using credit notes are not eligible for exchanges or returns.
  

Mandatory Un-Packaging Video

• Recording Requirement: To support any claims for manufacturing defects, wrong items, or exchanges, you must record an unpacking video.
• Video Guidelines: The video should clearly show the package being opened, the condition of the item as it is unpacked, and any issues you are claiming.
• Retention: Keep the unpacking video until you are completely satisfied with your purchase, as it may be required for claim verification.

How to Request a Return or Exchange

• Contact Us: Email our customer service team at support@phoolini.com with your order number, details of the issue, the unpacking video, and any relevant photos.
• Approval: Once your return or exchange request is approved, we will provide further instructions.
• Shipping: We will schedule the pickup for the product.
• Processing: Once we receive the item and verify its condition, we will process your exchange or refund (in case of manufacturing defects or wrong items).

International Orders

Contact Information