Return Policy

1. Introduction

This Return Policy explains your rights and our procedures for returning products and claiming refunds when you buy from Phogrynzaran via our website https://phogrynzaran.ddd. We are based in the United Kingdom and this policy is designed to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. If you have any questions, please contact us using the details at the end of this document.

2. Your right to cancel (distance and off-premises contracts)

If you are a consumer (an individual acting for purposes outside your trade, business or profession), you have the right to cancel your order without giving a reason within 14 days of the day on which you (or a person you nominate) receive the goods. The 14-day period is a “cooling-off” period that allows you to change your mind.

To exercise the right to cancel, you must inform us clearly of your decision. You may do so by sending a clear statement (e.g. by email or post) to the contact details in section 9. You may use a model cancellation form if we have provided one, but it is not mandatory. If you cancel, we will reimburse all payments received from you, including the cost of standard delivery (we do not have to reimburse the cost of premium or express delivery if you chose that option). We will make the refund using the same means of payment you used for the original transaction, unless you expressly agree otherwise. We will process the refund without undue delay and in any event within 14 days of the day we receive the goods back or (if earlier) of you providing evidence that you have sent the goods back.

3. Returning the goods

If you cancel within the 14-day period, you must send the goods back to us without undue delay and in any event not later than 14 days from the day you inform us of your cancellation. You are responsible for the cost of returning the goods unless we have agreed to bear that cost or the goods were faulty or not as described. We recommend that you use a trackable delivery service and keep proof of postage.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. In other words, you may unpack and inspect the goods as you would in a shop, but you must not use them beyond what is necessary. If the value of the goods has been diminished by your use beyond what is necessary, we may deduct an amount from the refund accordingly.

Please return products in their original packaging where possible, and include any documents that were sent with the order (e.g. order confirmation or packing slip) to help us process your return quickly. Our return address is: Phogrynzaran, Unit A, 31 North Road, Market Estate, London N7 9GL, United Kingdom.

4. Faulty or misdescribed goods

If the goods are faulty, not as described, or do not conform to the contract at the time of delivery, you have rights under the Consumer Rights Act 2015. You may be entitled to a repair or replacement, or (in certain circumstances) a full or partial refund. You should contact us as soon as you discover the fault or non-conformity. We may ask you to provide evidence (e.g. photos or a description) and to return the product for inspection. If we agree that the product is faulty or not as described, we will refund the cost of return delivery and will provide a refund, repair or replacement in accordance with your legal rights.

5. Exceptions to the right to cancel

Your right to cancel does not apply in the following cases (in line with the Consumer Contracts Regulations):

• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery (e.g. certain sealed food or supplement products once the seal is broken). We may still accept returns at our discretion or where the product is defective.
• Goods that are made to your specifications or clearly personalised.
• Goods that are liable to deteriorate or expire rapidly (e.g. certain perishables).

For sealed supplement bottles: once the seal is broken, we may refuse a return for hygiene reasons unless the product is faulty. If the seal is intact and the product is returned within the 14-day period in a resaleable condition, we will process the refund as set out above. If you are unsure whether your product can be returned, please contact us before sending it back.

6. Method of refund

Refunds will be made to the same payment method you used for the original purchase. We will process the refund within 14 days of receiving the returned goods or (where applicable) of you providing proof of return. Depending on your bank or payment provider, it may take a few additional days for the refund to appear in your account. We will not charge you any fees for the refund. If you paid by credit or debit card, we will refund that card. If you used another method (e.g. PayPal), we will refund via that method unless we have agreed otherwise with you.

7. Exchanges

We do not offer direct exchanges. If you wish to receive a different product, please cancel the order (if within the cancellation period) and return the goods for a refund, then place a new order for the product you want. If you are outside the cancellation period or the product is faulty, contact us and we will assist you in line with your legal rights and this policy.

8. Business customers

If you are buying in the course of a business (trade, profession or business purpose), the statutory cancellation rights described above may not apply. Returns and refunds for business customers may be subject to separate terms agreed with you or to our discretion. Contact us to discuss any return before sending goods back.

9. Contact us

For return requests, refunds or any questions about this policy, please contact us:

Phogrynzaran
Unit A, 31 North Road, Market Estate, London N7 9GL, United Kingdom

Phone: +44 207 700 7585

Email: chat@phogrynzaran.world

Please include your order reference (if you have one), your name and the reason for the return so we can process your request quickly.