Refund policy

We want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, exchanges, damaged products, and refunds are handled by PhraseLoom.

30-Day Return Policy

You may request a return within 30 days after receiving your order. To begin a return, email us at contact@phraseloom.shop.

Please include your order number, the product you wish to return, the reason for the return, and photographs where relevant. If your request is accepted, we will provide return instructions and the correct return address.

Products sent to us without first requesting a return may not be accepted. Please do not return products to the sender address shown on the original parcel unless we specifically instruct you to do so.

Return Eligibility

To qualify under our voluntary 30-day return policy, the product must:

  • Be returned in the condition in which it was received;
  • Be complete, functional, and free from avoidable damage;
  • Include all supplied parts, accessories, manuals, and packaging where reasonably possible; and
  • Be accompanied by a receipt or other proof of purchase.

You may carefully inspect and test the product as you would reasonably do in a physical shop. If the product has been used or handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, we may reduce the refund to reflect any loss in value where permitted by applicable law.

Return Shipping and Tracking

Unless the product is defective, damaged, incorrect, or applicable law requires otherwise, you are responsible for the cost of returning the product.

Returns must be sent using a tracked shipping service. You must email the tracking number to contact@phraseloom.shop. Please retain your shipping receipt until your return and refund have been completed.

PhraseLoom is not responsible for a customer-arranged return that is lost or damaged in transit. We recommend using appropriate protective packaging and purchasing carrier insurance when necessary.

Damaged, Defective, or Incorrect Products

Please inspect your order when it arrives. Contact us as soon as reasonably possible if a product is defective, damaged in transit, or different from what you ordered.

Email contact@phraseloom.shop with your order number, a description of the problem, and clear photographs or video where appropriate. We will assess the issue and provide a suitable solution, such as a repair, replacement, price reduction, or refund, as required by applicable law.

When we confirm that a return is required because the product is defective, damaged, or incorrect, we will provide instructions concerning the return method and eligible return costs.

Non-Returnable Products

The following products may not be eligible for a change-of-mind return, except where they are defective or where applicable law provides otherwise:

  • Products made or personalized specifically for you;
  • Gift cards;
  • Products that cannot be returned safely for health, hygiene, or safety reasons after being unsealed;
  • Products damaged through misuse, improper installation, unauthorized modification, or normal wear and tear; and
  • Any other products excluded from cancellation rights by applicable law.

Discounted or sale products are not automatically excluded from returns. The eligibility rules and statutory rights described in this policy still apply.

Exchanges

We do not currently process direct exchanges. The fastest way to obtain a different product is to request a return for the original product and place a new order after your return request has been accepted.

European Union and United Kingdom Cancellation Rights

If mandatory consumer-protection laws apply to your purchase, you may have the right to cancel an online order within 14 days after receiving it, without providing a reason.

To exercise this right, send a clear cancellation statement to contact@phraseloom.shop before the cancellation period expires. After notifying us, return the product within the period required by applicable law.

You are generally responsible for the direct cost of a change-of-mind return when we informed you of that responsibility before purchase. We will refund eligible payments, including the cost of our least-expensive standard delivery method where required by law. Additional charges for an upgraded or insured delivery service may not be refundable beyond the cost of standard delivery.

These statutory rights are separate from, and are not limited by, our voluntary 30-day return policy.

Refunds

We will notify you after receiving and inspecting your return. If the return is approved, the refund will be issued to the original payment method without undue delay. We aim to process approved refunds within 10 business days after receiving the returned product or acceptable evidence that it was sent, where applicable.

Your bank, card provider, PayPal, Klarna, or other payment provider may require additional time to post the refund to your account.

If 15 business days have passed since we confirmed that your refund was issued, contact us at contact@phraseloom.shop.

Order Cancellation Form

You may use the form below to cancel an eligible order, but using this exact form is not required:

To: PhraseLoom β€” contact@phraseloom.shop

I hereby give notice that I cancel my contract for the sale of the following product(s):

Order number:
Product(s):
Ordered on / received on:
Customer name:
Customer address:
Date:

Contact Us

For questions about returns or refunds, contact:

PhraseLoom Customer Support
Email: contact@phraseloom.shop
Available every day from 9:00 to 19:00 German local time.