Refund policy

Last updated: 16 August 2026

1. Returns

We want you to be satisfied with your PHANTAZ purchase.

For eligible online purchases, you may request a return within 14 days of receiving your order.

To start a return, please contact us at infophantaz@protonmail.com within the 14-day return period. Please include your order number and details of the item you wish to return.

Once you have notified us of your return, the item must be sent back within the applicable legal timeframe.

Please do not send a return without first contacting us.

2. Return Conditions

Returned items should be in their original condition and should not have been worn beyond what is reasonably necessary to inspect the item, determine its nature, characteristics and fit.

Where applicable, items should be returned with their original packaging, tags and accessories.

Please take reasonable care of the product while it is in your possession.

If an item has been handled beyond what would reasonably be permitted when examining it in a physical store and its value has consequently been reduced, PHANTAZ may make an appropriate deduction from the refund where permitted by law.

3. PHANTAZ Security Seal

Certain PHANTAZ products may include a security seal or security fastener designed to help us determine whether an item has been worn or used beyond what is reasonably necessary to inspect it.

We recommend that customers do not remove or damage the security seal until they are satisfied that they wish to keep the item.

A missing, removed, cut or damaged security seal may be taken into consideration when assessing the condition of a returned product and whether its value has been reduced.

However, the security seal does not remove or restrict any statutory rights you may have, including your rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

4. Return Shipping

For standard change-of-mind returns, the customer is responsible for arranging and paying the cost of return shipping.

We strongly recommend using a tracked postal or courier service and retaining proof of postage until your return has been completed.

If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, please contact us before returning it. Your statutory rights and any applicable return-cost obligations will be respected.

5. Faulty, Damaged or Incorrect Items

Please inspect your order after delivery.

If you believe you have received an item that is faulty, damaged, incorrect or materially different from its description, contact us at infophantaz@protonmail.com with your order number and details of the problem.

Where useful, we may ask you to provide photographs so that we can assess the issue.

Nothing in this policy limits your statutory consumer rights.

6. Refunds

Once your return has been received and assessed, we will notify you regarding your refund.

Where a refund is due, it will normally be made to the original payment method.

For eligible cancellations under applicable consumer law, refunds will be processed within the legally required timeframe. Where permitted by law, we may wait until we have received the returned goods or you provide evidence that they have been sent back.

Your bank or payment provider may require additional time to process and display the refund after it has been issued.

7. Original Delivery Charges

Where applicable consumer law requires us to refund the original standard delivery charge following cancellation of the entire eligible order, we will do so.

If you selected a delivery service that was more expensive than our standard delivery option, any additional delivery cost above the standard service may not be refundable where permitted by law.

8. Exchanges

We do not guarantee direct exchanges.

If you require a different size, colour or product, please contact us at infophantaz@protonmail.com and we will advise you of the available options.

9. Non-Returnable Items

Certain products may not be eligible for change-of-mind returns where an applicable legal exception applies, including certain personalised, made-to-order or hygiene-sensitive goods where the relevant legal requirements are satisfied.

Any applicable return restriction will be communicated where required.

This does not affect your statutory rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

10. Special Order Service

Products purchased through the PHANTAZ Special Order Service are not automatically excluded from returns merely because they are Special Order products.

Where a Special Order item is personalised or made to the customer's specifications and an applicable legal exception applies, this will be clearly communicated where required.

Otherwise, applicable statutory cancellation and return rights remain unaffected.

11. European Union Customers

Customers purchasing from eligible European Union destinations may also benefit from mandatory consumer protection rights applicable in their country.

Nothing in this Return and Refund Policy is intended to restrict mandatory consumer rights that cannot legally be excluded.

12. Contact Us

To request a return or ask a question regarding a refund, please contact:

PHANTAZ
Email: infophantaz@protonmail.com
Website: phantaz.co.uk

Please include your order number when contacting us regarding an existing purchase.