Returns Policy
Returns & Warranty Policy
Last updated: October 17, 2025
We stand behind the quality of PHAEVERS gear. If something isn’t right, we’ll make it right—quickly and clearly. Please read the guidelines below before sending anything back.
Return Eligibility
- Return window: 30 days from delivery date.
- Condition: Items must be unused, unworn, and in original packaging with tags attached.
- Smell‑proof bags: For hygiene and resale integrity, used bags are not eligible for return. Bags with odor, residue, damage, pet hair, or signs of use will be refused and returned to sender.
- Non‑returnable: Final‑sale items, gift cards, custom items, and consumables.
Tip: If you’re unsure an item is eligible, email us first at customerservice@phaevers.com with your order number and photos.
How to Start a Return or Exchange
- Email customerservice@phaevers.com with your order number and the item(s) you’d like to return or exchange.
- We’ll reply with an RMA and instructions. Ineligible items will be flagged at this step to save you time.
- Pack items securely. Use the original box where possible and remove old labels.
Return Labels & Fees
- Defects / wrong item shipped (our error): We provide a prepaid label.
- All other returns: You may use your own label or request a discounted label from us. If we provide the label, its cost may be deducted from your refund.
- Original shipping charges (if any) are non‑refundable.
Exchanges
Want a different size or color? Start an exchange via email and we’ll hold the replacement item for 7 days. Once we see carrier movement on your return label, we’ll ship the exchange. If the item sells out, we’ll process a refund per the policy below.
Refunds
- Refunds are issued to the original payment method after inspection.
- Allow 3–5 business days after delivery to our facility for processing, plus your bank’s posting time.
- If a return is sent used or otherwise ineligible, it will be returned to you and no refund will be issued.
Limited Warranty
We offer a 6‑Month Limited Warranty on manufacturing defects for hardware and construction, including:
- Locks & zipper hardware (including combination locks and pulls)
- Zippers & seams
- Straps & stitching under normal intended use
This warranty does not cover damage from misuse, modification, accidents, abrasion, exposure to extreme elements, or normal wear and tear (including scuffs or fading).
How to Submit a Warranty Claim
- Email customerservice@phaevers.com with your order number, a description of the issue, and clear photos/video of the defect (close‑ups and full item).
- Our team will review within 2–3 business days and reply with next steps.
- Approved claims will be repaired or replaced at our discretion with the same or comparable item. If the exact item is unavailable, we may offer store credit or a refund.
Damaged or Incorrect Items
Received the wrong item or your product arrived damaged? Contact us within 7 days of delivery with photos of the packaging and item. We’ll prioritize replacements or refunds as appropriate.
Lost or Missing Packages
- If tracking shows no movement for 7+ days (U.S.) or the package is marked delivered but missing, email us so we can help file a carrier claim and explore a resolution.
- Claims must be initiated within 14 days of the marked delivery date.
International Orders (If Applicable)
Customs duties, taxes, and brokerage fees are the responsibility of the recipient and are non‑refundable. Returns from outside the U.S. must be sent DDU (Delivered Duty Unpaid). Warranty support is available internationally; shipping arrangements may vary.
Need Help?
We’re here for you. Reach us at customerservice@phaevers.com with your order number and details so we can assist.