Refund policy
Last updated: November 3, 2026
About this policy
This policy covers purchases from phimhubx, a pet-supplies retail store operated by Bryana Kaiser. To request a return or cancellation, email hello@phimhubx.com, call +1 212-737-8583, or use our Contact Us page.
30-day return window
You may request a return within 30 calendar days after the item is delivered. We accept eligible change-of-mind returns and requests concerning defective, damaged or incorrect goods. For orders delivered in separate parcels, the return window for each item starts when that item is delivered.
For a change-of-mind return, the item should be unused, unwashed, complete and in its original condition, with packaging, tags and accessories where supplied. Items chewed, soiled, worn or otherwise used by a pet do not qualify for a change-of-mind return. You may inspect an item without using it. Provide the order number or another reasonable proof of purchase. These conditions do not remove your rights concerning defective, damaged or misdescribed goods.
Requesting and sending a return
Contact us within the return window with the order number, item and reason for the request. For a product problem, describe the issue and include photographs where useful. We assess timely requests by when we receive them; our response time will not make a timely request late.
We respond to return requests within 2 business days and explain the next steps or any information needed. For an eligible return, we provide instructions and a prepaid shipping label. Contact us before mailing the item so the return can be identified correctly.
Send the return within 14 calendar days after receiving both the label and return instructions. If you cannot meet that period, contact us for assistance. Keep the shipping receipt and tracking information.
Return mailing address
phimhubx / Bryana Kaiser
101 Beach Ave
Altamonte Springs, FL 32701
United States
This address is for business correspondence and approved returns. Local pickup and in-person returns are not offered.
Return charges
Eligible returns have free return shipping using the prepaid label we provide. The restocking fee and return handling fee are both USD $0. If you cannot use our label, contact us before buying another service so we can arrange an alternative at our expense.
Original shipping charges and refund amount
For a change-of-mind return, we refund the price actually paid for the returned goods and the applicable tax attributable to those goods. Original outbound shipping charges are not refunded once that service has been provided. Free Shipping orders have no original shipping charge to deduct; we do not deduct a notional outbound shipping cost.
If goods are defective, damaged, incorrect, or returned because of our error, we also refund the relevant original shipping charge. An entire order cancelled before dispatch is refunded in full, including any shipping charge.
Where a full-order refund is due because we cannot fulfill the order, our error or failure to deliver, it includes all amounts paid for that order. Any greater refund required by applicable law remains available.
Inspection and refund timing
We inspect a returned item and notify you of the decision within 3 business days after receiving it. If approved, we initiate the refund to the original payment method within 2 business days after approval. If a refund is declined or adjusted, we explain the reason and amount; we do not apply undisclosed deductions.
Your bank or payment provider may need additional time to post the refund after we initiate it. Posting time depends on the payment method and provider and is separate from our inspection and initiation periods. You may contact us at any time for the refund status or assistance locating a credit. There is no requirement to wait a fixed number of days before asking for help.
Business days mean Monday through Friday, excluding applicable United States public holidays.
Damaged, defective, incorrect or missing items
Tell us as soon as you discover a problem. Keep relevant packaging and stop using an item if continuing could be unsafe or cause further damage. We will review the issue and arrange an appropriate replacement or refund. The ordinary return window does not limit rights or remedies that cannot be excluded under applicable law.
Order cancellation
For eligible unfulfilled items, request cancellation within 15 minutes after placing the order. Contact us immediately with your order number. The time we receive your request, rather than the time we reply, determines whether it was submitted within the window. Cancellation depends on the item's fulfillment status; a request is not itself confirmation of cancellation.
After 15 minutes, contact us promptly and we will help where fulfillment still allows a change. Once an item has shipped, the applicable return process remains available. We do not charge a cancellation fee.
For an accepted cancellation, we initiate the refund due for the cancelled items to the original payment method within 2 business days after confirming acceptance, or release an uncaptured payment authorization as applicable. For an entire order cancelled before dispatch, the refund includes all amounts paid, including shipping. Your payment provider controls when the credit or released authorization appears.
Exchanges and your rights
For a change-of-mind exchange, return the eligible item for a refund and place a separate order for the item you want. We do not offer direct change-of-mind exchanges. This does not affect replacement remedies for incorrect or defective goods. Stock for a new order is subject to availability.
This policy does not exclude non-waivable consumer rights or reduce rights attached to an order placed before a policy change.