Refund policy
We want every PHAM object to arrive as intended. If there is an issue with your order, contact us at contact@phamofficial.com.
Return Requests
We accept eligible return requests made within 30 days after delivery. To be eligible, an item must be unworn, unused, in its original condition, with tags and original packaging, and accompanied by proof of purchase.
To request a return, email contact@phamofficial.com with your order number and the reason for the return. If your return is accepted, PHAM will provide the authorized return address and return instructions. Please do not send any item back before receiving return authorization from PHAM.
Return Shipping
Unless an item is defective, damaged, incorrect, or applicable law requires otherwise, return shipping costs are the customer’s responsibility. Original shipping charges, customs duties, import taxes, brokerage fees, and other third-party charges are generally non-refundable unless required by law. We recommend a tracked service; PHAM is not responsible for return parcels lost in transit.
Damaged, Defective, or Incorrect Items
Inspect your order on delivery. If an item is damaged, defective, or different from what you ordered, contact contact@phamofficial.com as soon as reasonably possible with your order number, a description of the issue, and clear photographs or other relevant evidence. PHAM will review the case and provide an appropriate resolution, which may include repair, replacement, return, or refund where applicable.
Non-returnable Items
Unless required by applicable law, we may not accept returns for:
- Customized or personalized products;
- Items worn, washed, altered, or damaged after delivery;
- Items returned without original tags or packaging;
- Gift cards; and
- Final-sale items clearly identified as non-returnable before purchase.
If you are unsure whether an item is eligible, contact us before sending it back.
Exchanges and Limited Editions
PHAM does not guarantee direct exchanges because quantities may be limited. We may ask you to return the original item and place a separate order for the replacement, subject to availability. Limited-edition products may sell out before an exchange can be completed.
Pre-orders and Waitlist
A pre-order is a purchase of a product that has not yet entered normal in-stock fulfilment. Production and dispatch timing is an estimate and may change due to production, material availability, quality control, logistics, or circumstances outside PHAM’s reasonable control. Mandatory cancellation and refund rights remain unaffected.
Joining the PHAM waitlist is not a purchase, does not create a payment obligation, does not begin production or a delivery timeline, and does not reserve inventory unless PHAM expressly states otherwise.
Mandatory Consumer Rights
If your order is delivered to a jurisdiction that provides mandatory cancellation, withdrawal, refund, or consumer-protection rights, those rights continue to apply. For customers in the European Union or European Economic Area, applicable law may provide a statutory withdrawal period for eligible distance purchases. Nothing in this policy limits rights that cannot legally be excluded or restricted.
Refunds
Once an authorized return has been received and inspected, PHAM will notify you whether the refund is approved. Approved refunds are issued to the original payment method. PHAM normally initiates approved refunds within 10 business days after completing the inspection; your bank, card issuer, or payment provider may need additional time to process and display the refund.
If more than 15 business days have passed since PHAM confirmed approval, contact contact@phamofficial.com.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has entered production, fulfilment, or shipment. Any mandatory right to cancel remains unaffected.
Contact Information
Trade name: PHAM
Phone number: +84 96 574 71 47
Email: contact@phamofficial.com
Physical address: 171 Nguyễn An Ninh, Thành phố Hồ Chí Minh 75300, Vietnam
VAT number: Not applicable
Business registration / Trade number: Not applicable