Refund policy

Phlenu Shopping – Return Policy

At Phlenu Shopping, we value your satisfaction and stand by the quality of every product we deliver. If you are not completely satisfied with your purchase, we’re here to make it right — quickly and fairly.

1. Return Window

We offer a 24-hour return policy, which means you have 1 day after receiving your order to request a return.
Returns requested after this period will not be accepted, so please inspect your item promptly upon delivery.

2. Return Eligibility

To qualify for a return, your item must meet the following conditions:

  • Be in the same condition as received — unworn, unused, and unwashed.

  • Contain all original tags, packaging, and accessories.

  • Be accompanied by a receipt or proof of purchase.

Items that do not meet these conditions will not be eligible for return or refund.

3. How to Initiate a Return

To begin a return, contact us at customer@phlenu.com within the 24-hour window.
Approved returns can be completed by:

  • Scheduling a pick-up through Phlenu Delivery, or

  • Dropping off the item at our office:
    📍 Adjiringano Rd, Accra, Ghana

Once your return is reviewed and accepted, we will notify you via email or WhatsApp with next steps and processing timelines.

For any questions, you can always reach us at customer@phlenu.com.

4. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.
If your item is defective, damaged, or incorrect, contact us right away.
We’ll evaluate the issue and take prompt action to repair, replace, or refund as applicable.

5. Exceptions & Non-Returnable Items

Certain items are non-returnable due to safety, hygiene, or customization reasons. These include:

  • Perishable goods (food, flowers, or plants)

  • Personal care and beauty products

  • Custom-made or personalized items

  • Hazardous materials, flammable liquids, or gases

Additionally, sale items and gift cards are final sale and cannot be returned or refunded.

6. Exchanges

The quickest way to get your desired replacement is to return the original item (if approved) and place a new order for the preferred item.
Exchanges are processed only after the returned product has been received and inspected.

7. Phlenu Commitment

All returns and exchanges are handled exclusively through Phlenu Delivery, ensuring safety, tracking, and reliability from start to finish.