Return Policy

Our Return Guidelines

At Pherhai, we want customers to have a clear and straightforward return experience. This Return Policy explains the general requirements and process for requesting a return or refund for products purchased through our website.

Please review this policy before submitting a return request.

1. Return Request

If you wish to return an eligible item for reasons other than a product defect, damage, an incorrect item, or an error on our part, you may request a return within 30 days of receiving your order, subject to the conditions outlined in this policy.

For returns based on a change of mind or other reasons not caused by a product defect or our error, the customer may be responsible for the applicable return shipping costs.

Products from our kitchen collections, including Kitchen Tools & Utensils, Cookware & Bakeware, Premium Kitchen Appliances, and Kitchen Storage & Dining, should be returned in their original condition and with the original packaging and accessories where applicable.

If you receive an item that is defective, damaged during transit, incorrect, or materially different from the product description, please contact us as soon as reasonably possible after delivery.

We will review the issue and, where appropriate, provide a suitable resolution. Depending on the circumstances, this may include a replacement, refund, or other appropriate remedy.

Customers should contact our customer service team before sending any item back. Please do not send a return to the company address unless our customer service team has specifically provided return instructions.

2. Return Requirements

To qualify for a return, products should generally:

  • Be returned within the applicable return period.

  • Be in their original condition and, where applicable, unused and resalable.

  • Include original packaging, labels, accessories, manuals, and other components supplied with the product where applicable.

  • Show no signs of misuse, intentional damage, modification, or excessive wear.

  • Include all components originally received with the order.

  • Be accompanied by sufficient order information to identify the purchase.

Certain products may have additional return requirements because of their nature, condition, safety considerations, hygiene considerations, or other applicable circumstances.

Where a product has been used in a manner that makes it unsuitable for resale, the return may be subject to applicable limitations, except where the return concerns a defect, damage, incorrect item, or another circumstance for which the customer has applicable legal rights.

Return shipping costs may vary depending on the customer’s location, package size, shipping carrier, and reason for the return.

Customers are generally responsible for return shipping costs for change-of-mind returns unless otherwise stated or required by applicable law.

If the return is due to a defective, damaged, or incorrect product, please contact us before arranging the return so that we can provide appropriate instructions.

We recommend using a shipping service that provides tracking when returning an item.

3. Refund Processing

Once an authorized return has been received and inspected, an approved refund will generally be processed within 3–5 business days.

Refunds are normally issued to the original payment method used for the purchase, where possible.

After we issue a refund, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

Original shipping charges are generally non-refundable for change-of-mind returns unless otherwise stated or required by applicable law.

Where a return is caused by our error, a defective product, shipping damage, or an incorrect item supplied by us, we will review the applicable shipping costs and provide an appropriate resolution in accordance with the circumstances and applicable law.

For partial returns, only the eligible returned items and applicable amounts will be refunded.

A refund may generally be processed after the returned product has been received and inspected, unless another remedy or timing is required by applicable law.

4. Orders Marked as Delivered but Not Received

If tracking information indicates that your package has been delivered but you cannot locate it, please contact us at [email protected] as soon as possible.

Please provide your order number and any relevant delivery information.

We may work with the applicable shipping carrier to investigate the shipment and determine the circumstances surrounding the delivery.

Depending on the results of the investigation and the circumstances of the order, an appropriate resolution may be available.

Customers are responsible for providing a complete and accurate shipping address at checkout.

If the carrier confirms delivery to the address provided by the customer, additional verification may be required before a replacement or refund can be considered.

5. Exceptional Cases

The following conditions may apply to certain returns:

  • If a customer refuses delivery or declines to accept a shipment, any refund will generally be considered after the package has been returned and received, subject to applicable deductions or conditions.

  • Original shipping charges are generally non-refundable for change-of-mind returns unless otherwise stated or required by applicable law.

  • Returns sent without prior contact with customer service may experience delays or may not be processed correctly.

  • Products that have been misused, intentionally damaged, substantially altered, or excessively worn may not qualify for a change-of-mind return.

  • Products returned without required components, accessories, or packaging may be subject to applicable limitations where permitted by law.

  • Promotional, discounted, or special-offer products remain subject to the return conditions stated on the applicable product page or promotion unless otherwise indicated.

  • Certain products may be subject to additional return restrictions because of their nature, safety requirements, hygiene considerations, or applicable laws.

  • We reserve the right to review return requests individually and apply this policy consistently and in accordance with applicable law.

  • Nothing in this Return Policy is intended to limit or exclude consumer rights that cannot legally be limited or excluded under applicable law.

Refund Request Procedure

Before returning an item, please contact our customer support team at [email protected].

Please include:

  • Full Name

  • Shipping Address

  • Email Address

  • Product Name

  • Order Number

  • Reason for the return

  • Description of the issue

  • Photos showing damage, defects, incorrect items, or other relevant issues, if applicable

Our customer service team will review your request and, where appropriate, provide return authorization and detailed instructions.

Please do not send products to the company address listed below unless our customer service team specifically instructs you to do so.

The appropriate return address may vary depending on the product, order, fulfillment arrangement, return reason, or logistics provider.

Once return instructions have been provided, please follow the instructions supplied by our customer service team.

Customers should retain their return shipping receipt and tracking information until the return has been fully processed.

If additional information is needed to evaluate your request, our customer service team may contact you before authorizing the return.

Customer Service Information

Customer Service Email: [email protected]

Company Name: 1609367 B.C. LTD.

Company Address: 2065 W 4th Ave, Vancouver, BC V6J 1N3, Canada

For all return and refund inquiries, please contact:

[email protected]