Refund & Returns Policy

Effective Date: 1 July 2026

At Perflix, we are committed to providing high-quality products and excellent customer service. If something goes wrong with your order, we're here to help.

Please read this policy carefully before requesting a refund, replacement, or return.

1. Eligibility

To be eligible for a refund, replacement, or return, you must:

• Contact us within the applicable timeframes outlined below.
• Provide your order number and a clear description of the issue.
• Provide photo or video evidence where requested.
• Cooperate with our support team while we investigate your claim.

Failure to provide the required information may delay or prevent the processing of your request.

2. Delayed Deliveries

A parcel is not considered lost simply because it is still in transit.

Where tracking has not updated, shows the parcel as in transit, or delivery has been significantly delayed, we will investigate with the shipping carrier.

Generally, we may begin investigating delayed shipments after:

• 45 days from dispatch for most international destinations.
• Up to 110 days from the dispatch date for destinations with extended customs processing or longer transit times.

Certain shipping methods or destinations may require longer investigation periods.

3. Orders Marked as Delivered

If tracking confirms that an order has been successfully delivered, refunds or replacements cannot be automatically approved.

If you believe your parcel was not received, we may request additional documentation, including:

• Proof from your local postal service or courier.
• Confirmation that your delivery address was correct.
• Any other information required to investigate the shipment.

Please note that investigations conducted by shipping carriers may take several weeks to complete.

4. Incorrect Shipping Information

Perflix is not responsible for deliveries that cannot be completed because of:

• Incorrect or incomplete shipping addresses.
• Incorrect postal codes.
• Incorrect recipient information.
• Refused deliveries.
• Parcels not collected from a collection point or post office within the required timeframe.
• Failure to pay customs duties or taxes where applicable.

Please ensure all shipping information is accurate before placing your order.

5. Damaged Products

If your order arrives damaged during shipping, please contact us within 30 days of delivery.

To process your claim, we require:

• Clear photographs or videos showing the damage.
• Photographs of the product packaging where applicable.

Depending on the circumstances, we may offer:

• A replacement product.
• A partial refund.
• A full refund.

Minor cosmetic imperfections that do not affect the functionality or intended use of the product may not qualify for a refund or replacement.

Damage to external packaging alone does not necessarily qualify for compensation if the product itself is undamaged.

6. Incorrect, Missing or Defective Items

If you receive:

• The wrong product;
• The wrong size or colour;
• A defective product;
• Missing accessories or components; or
• An incomplete order,

please contact us within 30 days of delivery.

After reviewing your claim, we may provide:

• A replacement;
• Replacement parts or accessories;
• A partial refund; or
• A full refund,

depending on the nature of the issue.

Where sizing is disputed, we may request photographs showing the product measurements.

7. Order Cancellations

Orders may only be cancelled before processing begins.

Once an order has entered processing or has been dispatched, it cannot be cancelled.

Customised, personalised, made-to-order, pre-order or branded products cannot be cancelled once payment has been received.

8. Returns

We accept returns for eligible products within 7 days of delivery.

To qualify:

• The product must be unused.
• The product must be returned in its original packaging.
• All accessories, manuals and included items must be returned.
• The item must be in resellable condition.

Unless the return is due to our error or a defective product, customers are responsible for return shipping costs.

Returns sent without prior approval may be refused.

9. Return Process

Before returning any item, please contact our Customer Support team.

If your return is approved, we will provide return instructions.

We recommend using a tracked shipping service, as Perflix cannot be responsible for returns lost during transit.

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method.

Shipping charges, customs duties and taxes are non-refundable unless required by law or where the error was ours.

10. Refund Timeframes

Approved refunds are issued to the original payment method.

Processing times vary depending on your payment provider but generally take 5–10 business days after approval.

11. Non-Refundable Situations

Refunds or replacements will generally not be provided where:

• Incorrect shipping information was supplied.
• The parcel was refused by the recipient.
• The parcel was not collected from a collection point or post office.
• The customer changes their mind after the order has been processed or shipped.
• Normal wear and tear has occurred.
• Minor cosmetic imperfections do not affect product performance.
• The issue was reported outside the applicable reporting period.

12. Force Majeure

Perflix is not responsible for delays caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters;
• Severe weather;
• Customs inspections;
• Government actions;
• Pandemics or epidemics;
• International conflicts;
• Labour strikes; or
• Other unforeseen events affecting transportation or delivery.

Where possible, we will keep customers informed of significant delays.

13. Contact Us

If you experience any issues with your order, please contact our Customer Support team as soon as possible and include:

• Your order number;
• A description of the issue; and
• Any relevant photos or videos.