Refund policy
1. Order Issue Reporting
If you experience any issue with your order, please contact our support team within 48 hours of receiving your package.
To help us resolve your issue quickly, please include the following information:
- Your order number
- A brief description of the issue
- Clear photos or videos showing the product and packaging (if applicable)
Please send all requests to: phloia.team@gmail.com
2. Returns
Due to international shipping logistics, we currently do not accept product returns.
Our products are shipped directly from our international fulfillment partners, and returning items would involve significant cross-border shipping costs.
Instead of returns, we focus on resolving issues quickly through replacements or other appropriate solutions.
3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, we will review your request and provide a replacement when applicable.
In most cases, a replacement item will be shipped at no additional cost after verification.
Photo or video evidence may be required for quality review.
For faster verification, we recommend recording a video when receiving and opening your package, including the full unboxing and product inspection process. This documentation can help us verify claims and resolve issues more efficiently.
Claims submitted without sufficient evidence may be difficult to process.
4. Refunds
Refunds are not automatically issued once an order has been delivered.
However, if a replacement is not available or the issue cannot be resolved through other means, we may offer a refund at our discretion.
If approved, refunds will be issued to the original payment method used during checkout.
Please note that payment providers and banks may require several business days to process the refund.
5. Order Changes & Cancellations
Orders may only be cancelled or modified within 12 hours after they are placed.
After this time, orders may already be processed or shipped and cannot be changed.
6. Exchanges
We currently do not offer product exchanges.
7. Sale Items & Gift Cards
All sale items, promotional items, and gift cards are considered final sale and are not eligible for refunds.
8. Abuse & Fraud Protection
We reserve the right to refuse refund or replacement requests that appear fraudulent, abusive, or inconsistent with normal consumer behavior.
Shipping delays caused by customs, carriers, or other external factors after an order has been shipped are not eligible for refunds. If your order has not yet been shipped, you may cancel it for a full refund.