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We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.  Return items with any sign of being worn are classified as unacceptable and will not be refunded. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@phatkool.com.

If your return is accepted we send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@phatkool.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), personal care goods (such as beauty products). For hygiene reasons we do not accept exchange or return of panties, bikinis, g-string, thongs, or similar intimate items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Return the item and if it is possible use the original packing material. Remove or cover the original shipping label. Send it together with the receipt and date of the order. When the item is return and once accepted we can sent you the other item or money back. The fastest way to ensure you get what you want is to make a separate purchase for the new item.

Shipping Charges for Return Items: Customers are responsible for the shipping charges of the returned items and they should take up the insurance on their own.

Items Not Returnable: For hygiene reasons, we do not accept exchange or return of panties, bikinis, g-string, thongs, or similar intimate items.

Shipping Charges for Return Items: Customers are responsible for the shipping charges of the returned items and they should take up the insurance on their own.

Shipping Option or Return Items: When sending a return or exchange it is recommended that you use a parcel service such as DHL that offers a tracking method. If you do not use a courier that offers a way to track the package or offers a return receipt request, our company cannot be held responsible for non-receipt of return goods.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@phatkool.com.