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Refund Policy

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1. Return Policy

We want you to be completely satisfied with your purchase. If you are not satisfied with a product you have purchased from us, you may return it within 30 days of delivery for a refund or exchange, subject to the conditions outlined below.

2. Eligibility for Returns

Under UK consumer law, you have the right to cancel your order within 14 days of receiving the goods (the "cooling-off period"). To be eligible for a return, the following conditions must be met:

  • The product must be unopened and in its original, undamaged packaging
  • The product must be in the same condition as when you received it
  • The return request must be made within 30 days of delivery (extended from the statutory 14-day cooling-off period)
  • You must have proof of purchase (order number or receipt)
  • The product must not have been used or damaged

Your statutory rights: This policy does not affect your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015.

3. Non-Returnable Items

The following items cannot be returned:

  • Opened or used products
  • Products without original packaging
  • Products damaged by misuse or negligence
  • Products returned after the 30-day return period

4. How to Return a Product

To initiate a return, please follow these steps:

  1. Contact our customer service team at callback@throxxenpholix.world or call +44 20 7486 4466
  2. Provide your order number and reason for return
  3. Wait for return authorization and instructions
  4. Package the product securely in its original packaging
  5. Ship the product to the address provided in the return authorization

5. Return Shipping

Return shipping costs are the responsibility of the customer unless the product is defective or we made an error in your order. We recommend using a trackable shipping service and retaining proof of shipment.

6. Refund Process

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 10-14 business days.

Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

7. Refund Amount

Refunds will be issued for the purchase price of the product. Original shipping costs are non-refundable unless the return is due to our error or a defective product.

8. Exchanges

If you wish to exchange a product, please contact us to discuss available options. Exchanges are subject to product availability and may require additional payment if the new product is of higher value.

9. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately. We will arrange for a replacement or full refund, including return shipping costs.

10. Cancellation Policy

You may cancel your order before it has been shipped. Once an order has been shipped, our standard return policy applies. To cancel an order, please contact us as soon as possible.

11. Late or Missing Refunds

If you haven't received your refund within the expected timeframe, please check your bank account again and contact your credit card company, as it may take some time before your refund is officially posted.

If you have done all of this and you still have not received your refund, please contact us at callback@throxxenpholix.world.

12. Your Consumer Rights Under UK Law

This policy does not affect your statutory rights as a consumer. Under UK consumer law, you have the following rights:

  • Consumer Rights Act 2015: Goods must be of satisfactory quality, fit for purpose, and as described. If goods are faulty, you have the right to a repair, replacement, or refund.
  • Consumer Contracts Regulations 2013: You have the right to cancel your order within 14 days of receiving the goods (the "cooling-off period") without giving any reason.
  • Consumer Protection Act 1987: Protection against defective products that cause damage or injury.
  • Sale of Goods Act 1979: Goods must match their description and be of merchantable quality.

If you believe your product is faulty or not as described, please contact us immediately. We will investigate and resolve the issue in accordance with your statutory rights.

For more information about your consumer rights, visit www.gov.uk/consumer-protection-rights or contact Citizens Advice.

13. Contact Us

If you have any questions about our Refund Policy, please contact us:

Throxxenpholix
York House, 45 Seymour St
London W1H 7LX, United Kingdom
Phone: +44 20 7486 4466
Email: callback@throxxenpholix.world