Shipping | Returns
1. Return Policy
Our returns policy is governed by Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users, as well as by Law 7/1996 on the Regulation of Retail Trade, amended by Law 47/2002 to adapt it to European Directive 97/7/EC.
Within this framework, PHASE FOUR customers have a period of 14 days to exercise their right of withdrawal by making an unequivocal declaration indicating their decision to cancel their purchases.
2. How to make a return?
In order to offer the best user experience, the usual way for returns at PHASE FOUR is also the online route at incidencias@phasefourbrand.com .
To make a return, please contact the email address indicated above, indicating the product purchased along with your order number and the incident in this case that you wish to make.
Once you have requested the return on the website, you must prepare the package in the same conditions and with the packaging received upon delivery. After receiving our confirmation, the package will be collected within approximately 48/72 hours by a courier who will pick it up at the same address indicated in the order.
Within a maximum of 7 business days from correct receipt in our warehouse, the respective refund agreed between the parties will be made.
Please note that if the refund is a credit/debit card, depending on the specific bank used, it may take up to 30 days to be effective.
The customer is responsible for the return shipping costs, which will depend on the weight and volume. If the package is placed in a shoe box and does not weigh more than 2 kilos, XX€ will be deducted directly from the refund.
EXCEPTIONS : If the package exceeds 2 kilos in weight or volume, the return costs that will be deducted from the refund, as established by law, vary according to the costs marked by the courier, regardless of whether free shipping costs have been applied to the purchase.
Please take this into account.
Once we have completed the refund, you will receive an email confirming the refund and a link to download the invoice for the refund.
3. Are there products that CANNOT be returned?
Based on the current law cited at the beginning of this page, the following returns are NOT accepted:
- Items that are not suitable for resale . They must be returned in the same condition in which they were received, with their original individual packaging and all their labels, in perfect condition. Used items are not accepted.
- Items identified with the Encargo seal : Handcrafted, made to order exclusively for the client.
- Imported items ordered on request .
Items that are in contact with the body during use : For hygiene reasons, these types of items cannot be returned or exchanged. Examples: stockings, underwear, etc. Returns will only be accepted if they are opened and returned in their original packaging with all labels intact.
4. Order cancellations
Orders can be cancelled at any time as long as they have not entered the preparation or shipping phase. If the order has one or more items ORDERED, cancellation or return is not allowed, unless the cancellation is communicated within the first 24 hours from the initial date of the order.
The order may be cancelled in the event of a delay in the delivery date, which is different from the date provided on the item itself at the time of purchase.
PHASE FOUR reserves the right to cancel an order in the event of:
- System failure : If errors occur in the order due to system errors, it is considered a case of force majeure in which we reserve the right to cancel the order to guarantee the best customer service.
- Stock error : occasionally, although not usual, there may be a lapse in synchronization and stock update due to two or more simultaneous purchases of the same unit. This may happen with items with aggressive offers and high demand. In this case we cannot guarantee the delivery dates of the product and we reserve the right to inform you, cancel the order and refund the amount immediately.