Returns and refunds

At PHGLAM, we want you to be satisfied with your purchase. This Return & Refund Policy explains when returns, exchanges, and refunds may be available for products purchased through our website. By placing an order with PHGLAM, you acknowledge and agree to the terms of this policy, subject to any rights you may have under applicable UAE law.

We aim to deliver orders within 2–3 working days within the UAE. Delivery times are estimates and may vary depending on the delivery location, courier availability, weekends, public holidays, weather conditions, or other circumstances beyond our reasonable control. Deliveries to remote or difficult-to-reach areas may take longer than the standard delivery timeframe. In some remote areas, a suitable courier service may not be available. If we are unable to arrange delivery to your location, we may contact you to discuss available options or cancel the order and provide a refund for any amount paid for the canceled order.

If you receive an item that is different from what you ordered due to an error on our part, please contact us as soon as possible. If we confirm that the wrong item was sent by PHGLAM, we will take responsibility for the error and, where appropriate, arrange a replacement, exchange, or refund. Please contact us within 7 days of receiving your order and provide your order number and clear photographs of the item received.

If you receive an item that is damaged or defective, please contact us as soon as possible after delivery. We may request photographs or other information to help us assess the issue. Where the issue is confirmed to be a defect or damage for which PHGLAM is responsible, we will provide an appropriate remedy in accordance with applicable law, which may include replacement, exchange, repair where applicable, or refund. Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable UAE law.

Exchange requests may be accepted depending on the type and condition of the product. Exchange requests must be submitted within 7 days of delivery. The product must be unused, unopened, unworn, in its original condition, and in its original packaging, with any tags or accessories included where applicable. Exchange eligibility may vary depending on the product. Certain products may not be eligible for exchange for hygiene, safety, or other reasons. We will review each exchange request before approving it.

For health, hygiene, and safety reasons, underwear and other personal-use or hygiene-sensitive products cannot be returned or exchanged once opened, worn, used, or removed from their original hygienic packaging, except where the product is defective, damaged, or incorrectly supplied by PHGLAM, or where otherwise required by applicable law. Makeup brushes and beauty products may also be subject to hygiene-related return restrictions. Products that have been used, opened, contaminated, or altered may not be eligible for return or exchange, except where applicable law provides otherwise.

Unless required by applicable law or the item is defective, damaged, or incorrectly supplied by PHGLAM, we generally do not accept returns or exchanges for: • Opened or used products • Worn underwear • Products removed from their original hygienic packaging • Products that have been damaged, altered, or contaminated after delivery • Products returned without their original packaging or required accessories • Products returned after the applicable return or exchange period

If you simply change your mind about a purchase, return or exchange eligibility depends on the product and its condition. For hygiene-sensitive and personal-use products, we generally cannot accept returns or exchanges after the product has been opened, worn, or used. For eligible products, any approved return or exchange must be requested within 7 days of delivery and the item must remain unused and in its original condition.

If a refund is approved, the refund will generally be made using the original payment method where reasonably possible. The time required for the refund to appear in your account may depend on your bank or payment provider. Shipping or other charges may be non-refundable where the return is due to a change of mind or another reason not caused by PHGLAM, subject to applicable law. Where PHGLAM is responsible for an incorrect, defective, or damaged item, we will handle the applicable refund, replacement, or exchange in accordance with this policy and applicable law.

If a return or exchange is approved because PHGLAM sent the wrong item or the item was defective or damaged before delivery, we will provide appropriate instructions regarding the return and, where applicable, cover reasonable return shipping costs. For an approved return or exchange due to a change of mind or other customer-requested reason, return shipping costs may be the customer's responsibility unless otherwise stated.

To request a return, refund, or exchange, please contact us at https://www.phglam.com/contact-us/ Please include: • Your order number • Your name • The reason for the request • Clear photographs of the product where applicable Please do not send any product back before receiving instructions from PHGLAM.

All return and exchange requests are subject to review. We may inspect returned products to determine whether they meet the conditions of this policy. If an item does not meet the applicable return or exchange conditions, we may decline the requested return or exchange, subject to any rights available under applicable law.

We may update this Return & Refund Policy from time to time. The latest version will be posted on this page. We encourage you to review this policy periodically.

If you have any questions, please visit contact page https://www.phglam.com/contact-us/