Refund policy
Please note: our current dispatch times are up to 5 working days for ready made items, and up to 21 working days to make made to order items before dispatch.
Returns Policy
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you, as a customer, are granted the right to cancel most orders for any reason within 14 days of receiving them. Phreak (PCM Ltd) offers a more lenient returns policy. You can return any product for a refund (or exchange) within 30 days, provided the item is unopened and unused. All items must be returned in their original state, including any free gifts or accessories that came with them.
Upon receiving your goods, it's important to examine them right away through the transparent packaging. This includes visually inspecting the toy for blemishes or faults and also checking the colour and firmness by looking and feeling the toy through the sealed bag. If there are any defects or errors, inform Phreak (PCM Ltd) immediately. Prior to intimate use, items should be manually inspected. Even if there's no immediate intention to use the product, promptly verify that you've received the correct item(s) and that they function properly. Not reporting issues with your order in a timely manner will be taken as acceptance of the goods in their received state. In cases of reported defects, the item must be returned for a thorough examination before a refund or replacement is issued.
Please note, for made to order toys, we will retain up to 20% of the product price as a manufacturing fee in case of a return.
Regrettably, we can not accept returns of Flops, except in instances where undisclosed defects are discovered at the time of purchase.
Return Policy for Items Purchased in Bundles/Deals
We understand that sometimes you may need to return an item purchased as part of a bundle or a special deal. Please note the following terms for such returns:
Voiding the Bundle/Deal: If you return any item bought as part of a bundle or deal, the special pricing or deal applied to the bundle becomes void.
Refund Calculation: The refund you will receive for the returned item will be the difference between the amount you paid for the bundle/deal and the regular price of the remaining items that were part of the deal. In other words, we will treat the items you keep as if they were purchased at their normal individual price, and your refund will be the difference.
Example for Clarity: Suppose you bought a bundle of three items priced at £100 (with the regular price of each item being £40). If you return one item, we will recalculate your purchase as two items at the regular price (£40 x 2 = £80). Therefore, your refund would be £20 (£100 - £80).
Other Conditions: All other standard return conditions apply. The item must be in its original condition, and you must make the return within the specified return period.
With Phreak (PCM Ltd), you have a 30-day window to return an order for a full refund, excluding the original shipping cost. If the order has already been dispatched upon receiving your cancellation, the shipping cost will be deducted from your refund. All returned merchandise must be unused and in its original, unopened packaging.
Cancellation Policy
Customers have the right to cancel their order at any point until it is collected by the postal service. If an order is cancelled to take advantage of a new sale price on the same product, the refund will be processed at the discounted sale price, not the original full amount.
Once the parcel is in the hands of the postal service, cancellation of the order is no longer possible, unless the order is returned to us. If the order shows as delivered according to tracking information, we cannot cancel or refund unless the item is returned or there is sufficient evidence indicating non-delivery to the recipient.
In the event a parcel is lost in transit, a thorough investigation with the courier must be completed before any cancellations or refunds can be processed. We will assist our customers in this process to ensure it is completed as quickly as possible, but please be aware that until the courier investigation is fully concluded, we cannot proceed with cancelling the order or issuing a refund.
For made to order items, cancellation is allowed until the parcel has been collected by the postal service. A full refund is available if you cancel within 24 hours of placing the order. After 24 hours, if the item has already been made, we reserve the right to retain a manufacturing fee of up to 20% of the item's value.
Refunds
Refunds can usually take up to 10 working days to process.
Exchanges Policy
Within a 30-day period, you have the flexibility to return products that are unused and unopened. You can opt for a refund, select alternative items, arrange an exchange, or receive a credit voucher from Phreak (PCM Ltd).
Please be aware that if the returned items are not defective, the responsibility of shipping them back lies with you.
All returns should be sent to:
P.C Manufacturing Ltd
Unit 5, The Old Stables
Harrogate
HG1 2LZ
Don't forget to include your order number inside the return package.
