Refund policy

RETURN & REFUND POLICY

Last updated: 17 August 2026

At Phuworf, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing products from Phuworf.store, including your statutory rights under applicable UK consumer law.

Nothing in this policy is intended to limit, exclude or otherwise affect any rights you have under applicable consumer protection legislation.

1. RIGHT TO CANCEL

If you are a consumer purchasing goods online, you generally have a legal right to change your mind and cancel your order without giving a reason.

For most eligible goods, you have 14 days from the day after you, or a person nominated by you, receives the goods to notify us that you wish to cancel your order.

Where an order contains multiple goods delivered separately, the cancellation period generally begins after you receive the final item covered by that order where the applicable rules provide for this.

To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires.

You can contact us at:

Email: hello@Phuworf.store
Website: Phuworf.store

Your cancellation request should include sufficient information for us to identify your order, such as your name, order number and the email address used to place the order.

2. RETURNING GOODS AFTER CANCELLATION

After notifying us that you wish to cancel, you must send the eligible goods back without undue delay and no later than 14 days after informing us of your decision to cancel.

We will provide the appropriate return instructions and return address after receiving your request.

Please do not send products to an address that has not been confirmed by our customer support team.

You are responsible for taking reasonable care of the goods while they are in your possession.

3. CONDITION OF RETURNED GOODS

You may inspect and handle an item to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to how you would normally inspect an item in a physical shop.

You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Where possible, please return products with their original packaging, labels and accessories.

The absence of original packaging does not automatically remove statutory rights that otherwise apply.

4. RETURN COSTS

Unless the product is faulty, damaged, incorrect, or we have expressly agreed otherwise, you may be responsible for the direct cost of returning goods when you exercise your right to cancel, provided you were properly informed of this responsibility before entering into the contract.

If an item is faulty, not as described, or otherwise does not conform to the contract, we will handle return costs where required by applicable UK law.

5. REFUNDS FOLLOWING CANCELLATION

Where you validly exercise your statutory right to cancel, we will reimburse payments received from you in accordance with applicable law.

This generally includes the price paid for the returned goods and the cost of the least expensive standard delivery option we offered for the original order.

If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

For sales contracts, we may withhold reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where permitted by law.

The reimbursement will be made without undue delay and, where applicable, no later than 14 days after the relevant statutory refund period begins.

Unless expressly agreed otherwise, refunds will be made using the same payment method used for the original transaction.

We will not impose a refund fee simply for issuing a refund required under your statutory cancellation rights.

6. FAULTY, DAMAGED OR MISDESCRIBED GOODS

Your rights relating to faulty goods are separate from your right to change your mind.

Under the Consumer Rights Act 2015, goods supplied by a trader must meet applicable legal requirements, including being:

of satisfactory quality;
fit for a particular purpose where the relevant legal requirements are met;
as described; and
otherwise compliant with the contract.

If your product does not meet these requirements, you may be entitled to statutory remedies.

Depending on the circumstances and how much time has passed, these remedies may include:

rejecting the goods and obtaining a refund;
repair;
replacement;
a price reduction; or
a final right to reject the goods.

For qualifying faulty goods, consumers generally have a 30-day short-term right to reject them and obtain a refund, subject to the requirements and exceptions contained in the Consumer Rights Act 2015.

Rights may continue after the initial 30-day period. Depending on the circumstances, you may instead be entitled to repair or replacement and potentially further remedies if the problem is not resolved.

Nothing in this policy limits these statutory rights.

7. DAMAGED OR INCORRECT ORDERS

If you receive an item that is damaged, defective or different from what you ordered, please contact us as soon as reasonably possible at hello@Phuworf.store.

Please provide:

your order number;
your full name;
a description of the issue; and
photographs of the product where reasonably useful to help us assess the problem.

We will review the matter and provide an appropriate remedy in accordance with your statutory rights.

Providing photographs can help us investigate an issue more quickly, but we will not use unreasonable evidence requirements to remove rights you have under consumer law.

8. EXCEPTIONS TO CHANGE-OF-MIND CANCELLATION RIGHTS

Certain products may be excluded from the statutory change-of-mind cancellation right where permitted by law.

Depending on the circumstances, examples may include:

goods made to the consumer's specifications or clearly personalised;
sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
goods that become inseparably mixed with other items after delivery; and
other products or contracts specifically excluded under applicable legislation.

An exception to the change-of-mind cancellation right does not remove statutory remedies where goods are faulty, misdescribed or otherwise fail to conform to the contract.

9. SALE AND PROMOTIONAL ITEMS

Purchasing an item at a reduced, promotional or sale price does not remove your statutory consumer rights.

Eligible sale items remain subject to applicable cancellation rights for online purchases.

Goods that are faulty or not as described remain subject to the remedies provided by applicable consumer law.

However, where an item was discounted because of a specific defect that was clearly disclosed to you before purchase, you may not be entitled to rely on that same disclosed defect as the basis of a claim.

10. EXCHANGES

Where available, exchanges may be offered as an additional customer service.

Unless required as a statutory remedy, an exchange is not intended to replace your legal right to request an applicable refund, repair, replacement or other remedy.

If you would like a different size, colour or product, contact hello@Phuworf.store for instructions.

Availability of replacement products cannot be guaranteed.

11. ORDERS CANCELLED BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at hello@Phuworf.store.

Where cancellation is possible before dispatch, we will process the cancellation and applicable refund.

If the order has already entered fulfilment or been dispatched, you may need to follow the standard cancellation and return process described above.

This does not affect any statutory cancellation rights available to you.

12. REFUND PROCESSING

Once a refund has been issued by us, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

Such banking processing periods are outside our direct control.

If we confirm that a refund has been issued and you have not received it after a reasonable processing period, please contact your payment provider and then contact us if further assistance is required.

13. LOST RETURNS

We recommend retaining evidence of postage or shipment when returning an item.

Where appropriate, using a tracked return service can help establish that the goods were sent back.

Nothing in this section affects any legal rights you may have concerning evidence of return or reimbursement.

14. REFUSED OR UNDELIVERABLE PARCELS

If an order is returned to us because it was refused or could not be delivered, please contact us.

Any refund, redelivery or deduction will be handled according to the circumstances of the order, the reason for the failed delivery, the information provided before purchase and applicable consumer law.

We will not impose deductions that would unlawfully restrict your statutory rights.

15. PROOF OF PURCHASE

We may reasonably request information that allows us to identify and verify your purchase, such as an order number, confirmation email or other evidence of the transaction.

This requirement will be applied reasonably and will not be used to unlawfully deny statutory consumer rights.

16. FAIR COMMERCIAL PRACTICES

Phuworf aims to provide clear and accurate information about returns, refunds, products, pricing and consumer rights.

We do not intend to use this policy in a way that misleads consumers about their legal rights or creates an unfair barrier to exercising those rights.

Any discretionary commercial return benefits offered by Phuworf operate in addition to, rather than instead of, applicable statutory rights.

17. YOUR STATUTORY RIGHTS

This policy operates alongside applicable UK consumer protection legislation, including, where relevant:

the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
the Digital Markets, Competition and Consumers Act 2024; and
other applicable UK consumer protection legislation.