Return Policy
Our Return Policy
At Pholquixl, we are committed to ensuring your complete satisfaction with our smart garden lighting and irrigation products and services. We understand that sometimes a product may not meet your specific needs or expectations, which is why we offer a comprehensive return policy.
This policy applies to products purchased directly from us. For products purchased through one of our authorised dealers, please refer to their specific return policies.
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
Items must be returned within 30 days of the delivery date. After this period, returns may be considered on a case-by-case basis.
Products must be in their original condition, unused, and with all original packaging and accessories. Items showing signs of installation or use may be subject to a restocking fee.
The original receipt or proof of purchase must be provided. Without proof of purchase, we may only offer store credit at the current selling price.
Custom-designed systems, special orders, or products that have been customized to your specifications are generally not eligible for return unless defective.
Return Process
To initiate a return, please follow these steps:
Contact our customer service team at info@pholquixl.world or +447941570665 to request a return authorisation (RA) number. Please have your order number ready.
Securely pack the item(s) in the original packaging, including all components, accessories, manuals, and documentation. Include the RA number visibly on the outside of the package.
Ship the package to the address provided by our customer service team. We recommend using a tracked shipping method. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Once we receive your return, we'll inspect the item(s) and notify you of the status of your return. If approved, your refund will be processed within 5-7 business days.
Refunds
Once your return has been approved, we will process your refund according to the following guidelines:
- For purchases made with a credit or debit card, refunds will be issued to the original payment method.
- Bank transfers or other payment methods will be refunded as per our financial department's guidelines.
- Refunds typically appear in your account within 5-7 business days, though this may vary depending on your financial institution.
- Original shipping charges are non-refundable unless the return is due to our error.
- A restocking fee of up to 15% may apply for items that are returned in a condition that requires repackaging or are not in their original condition.
- All refunds are processed in British Pounds (GBP) and will include VAT adjustments where applicable.
If you purchase as a consumer within the United Kingdom, you benefit from statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including a 14-day cooling-off period for most online purchases. This policy operates in addition to those rights and does not affect them.
Exchanges
If you need to exchange an item for a different model or configuration, please follow the return process and place a new order for the desired item. This ensures the fastest processing of your exchange.
For exchanges due to defects or errors on our part, please contact our customer service team directly to arrange an expedited exchange process.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 48 hours of delivery. We will provide instructions for returning the item and will cover return shipping costs.
For items damaged during shipping, please retain all packaging materials and contact us immediately. We may need to file a claim with the shipping carrier.
Defective products that are covered under manufacturer warranty will be handled according to the warranty terms, which may involve repair, replacement, or refund.
Installation Services
For services such as consultation, installation, or maintenance:
- Cancellations made at least 48 hours before a scheduled service are eligible for a full refund.
- Cancellations within 48 hours of a scheduled service may incur a 25% cancellation fee.
- If you're dissatisfied with a completed service, please contact us within 7 days to discuss resolution options.
Contact Us
If you have any questions about our return policy, please contact us:
- By email: info@pholquixl.world
- By phone: +447941570665
- By mail: Oldbury Ct Rd, Bristol BS16 2HH, United Kingdom