Returns & Refund Policy

Overview

At PHKFactor, we are committed to ensuring your satisfaction with every purchase. Because the majority of our products are digital in nature, our returns and refund policy is designed to be fair to both our customers and our service partners.

Please read this policy carefully before making a purchase. By completing a transaction on our platform, you acknowledge that you have read and understood this policy.

Digital Products

Our platform primarily deals in digital products, which include but are not limited to:

• Game codes and keys
• Gift cards and vouchers
• Software licences
• e-SIM activations
• Airtime and data top-ups
• Subscription codes

Due to the instantaneous and consumable nature of digital products, all sales are final once the product code or activation details have been delivered and revealed in your account.

Exceptions

We will consider a refund or replacement in the following circumstances:

• Defective code: The product code does not work as described and has not been redeemed.
• Wrong product delivered: You received a different product than what you ordered.
• Technical failure: A system error on our end resulted in a failed or incorrect delivery.

Refund Process

All refund requests are evaluated on a case-by-case basis. To request a refund:

1. Contact our support team within a reasonable time of discovering the issue.
2. Provide your order ID (found in your order history or confirmation email).
3. Describe the issue you are experiencing in detail.
4. Attach any relevant screenshots or evidence (e.g., error messages, proof of non-delivery).

Our team will review your request and respond within 1-2 business days. We may ask for additional information to process your request.

Refund Method

When a refund is approved:

• The refund amount is credited to your PHKFactor wallet .
• Wallet credit can be used immediately for any purchase on the platform.
• Wallet credit has no expiration date .
• Wallet credit is non-transferable to other accounts.

We do not offer refunds via bank transfer, card reversal, or any other cash-out method. This policy allows us to process refunds quickly while keeping transaction costs low.

Processing Time

Once a refund request is approved:

• Wallet credit is typically applied within 24-48 hours .
• You will receive a confirmation notification once the credit is in your wallet.
• You can verify the credit by checking your wallet balance in your account dashboard.

Non-Refundable Scenarios

Refunds will not be issued in the following situations:

• Change of mind after the product has been delivered and revealed.
• Codes already redeemed or used — once a code has been activated, no refund is possible.
• Wrong item purchased — if you accidentally purchased the wrong product, contact support immediately. We will try to assist, but cannot guarantee a resolution if the code has been revealed.
• Price discrepancies — prices may fluctuate based on market conditions; we cannot refund the difference.
• Delayed delivery due to third-party issues — if a delay is caused by the product supplier, we will work to resolve it but cannot issue a refund for the delay alone.

How to Request a Refund

1. Go to your Orders: Navigate to your account and find the relevant order in your order history.
2. Identify the order: Locate the specific order you need help with and note the order ID.
3. Contact support: Reach out to us through any of the following channels:
   • Email: hello@phkfactor.com
   • Live Chat: Click the chat icon on our website
   • WhatsApp: Click the WhatsApp button on our website
4. Provide details: Share your order ID, describe the issue, and attach any relevant screenshots.

Our support team is available to assist you and will do their best to resolve your issue promptly.

Contact Us

If you have any questions about this Returns & Refund Policy, please reach out:

• Email: hello@phkfactor.com
• Live Chat: Click the chat icon on our website
• WhatsApp: Click the WhatsApp button on our website