Policies

2.1 Introduction

Welcome to phlo.

These Terms of Service ("Terms") govern your access to and use of the phlo website, mobile platforms, products, services, and all purchases made from phlo.

By accessing our website, creating an account, placing an order, or otherwise using our services, you acknowledge that you have read, understood, and agree to be legally bound by these Terms.

If you do not agree to these Terms, please discontinue use of our website and services.

2.2 About phlo

Throughout these Terms:

"phlo", "we", "our", and "us" refer to phlo, its affiliates, subsidiaries, employees, directors, officers, representatives, successors and assigns.

"You" refers to any visitor, customer, purchaser or user of our website or services.

2.3 Eligibility

To purchase products from phlo, you must:

• be at least 18 years old; or
• have the consent of a parent or legal guardian
• possess legal capacity to enter into contracts
• provide truthful and accurate information

We reserve the right to refuse service where fraudulent, unlawful or abusive activity is suspected.

2.4 Acceptance of Orders

An order placed through the phlo website constitutes an offer to purchase our products.

Receipt of an order confirmation email does not constitute acceptance of your order.

A contract is formed only when:

• payment has been successfully processed
• inventory has been confirmed
• and your order has been approved for dispatch

phlo reserves the right to refuse or cancel any order prior to shipment for legitimate reasons including:

• pricing errors
• inventory shortages
• suspected fraud
• payment verification issues
• violation of these Terms
• force majeure events

Where an order is cancelled by phlo after payment has been received, a full refund will be processed in accordance with our Refund Policy.

Customers may request cancellation of an order at any time before it has been dispatched, by contacting phlo through the channels listed in this Manual. Where such a cancellation is requested and accepted, a full refund will be processed in accordance with our Refund Policy.

2.5 Product Availability

All products displayed on our website are subject to availability.

Although we strive to maintain accurate inventory records, occasional discrepancies may occur.

Where an ordered product becomes unavailable, phlo may:

• cancel the order
• offer an alternative product
• offer a later delivery date
• issue a refund

Customers will always be informed before any substitution is made.

2.6 Product Descriptions

We make every reasonable effort to ensure that product descriptions, photographs, colours, sizing information and specifications are accurate.

However:

• colours may appear differently depending on screen settings
• photographs are illustrative
• sizing may vary slightly due to manufacturing tolerances

Customers are encouraged to consult our Size Guide before ordering.

2.7 Pricing

All prices displayed are:

• quoted in the applicable currency shown on the website
• inclusive or exclusive of taxes as indicated
• exclusive of shipping charges unless otherwise stated

phlo reserves the right to modify prices without prior notice.

Price changes shall not affect orders already confirmed.

2.8 Payment

phlo accepts payment through approved payment providers including:

• Paystack
• Debit Cards
• Credit Cards
• Bank Transfers (where offered)
• Other approved payment methods

Payment must be received in full before any order is processed.

phlo does not store customers' payment card information.

All payment processing is handled securely by our authorized payment service providers.

2.9 Promotional Pricing

From time to time, phlo may offer:

• promotional discounts
• coupon codes
• seasonal sales
• launch promotions
• referral rewards

Promotional offers:

• cannot normally be combined
• cannot be exchanged for cash
• may exclude selected products
• remain subject to specific campaign terms

phlo reserves the right to withdraw promotional offers at any time.

2.10 Gift Cards

Where phlo introduces gift cards:

• they shall be redeemable only through approved channels
• they cannot normally be exchanged for cash
• unused balances remain subject to expiry terms published at issuance

Lost or stolen gift cards may not be replaceable.

2.11 Shipping

Shipping arrangements are governed by our Shipping & Delivery Policy.

Estimated delivery dates are provided as guidance only.

phlo shall not be liable for delays resulting from:

• courier delays
• customs inspections
• severe weather
• industrial action
• force majeure
• incorrect customer information

2.12 Delivery

Customers are responsible for providing accurate delivery information.

Once an order has been delivered to the address supplied by the customer, responsibility for the goods transfers to the customer.

If delivery cannot be completed because:

• the address is incorrect
• the recipient is unavailable
• delivery is repeatedly refused,

additional delivery charges may apply.

2.13 Title and Risk

Ownership of products transfers to the customer once:

• full payment has been received; and
• delivery has been completed

Risk of loss transfers upon successful delivery.

2.14 Returns and Exchanges

Returns, exchanges and refunds are governed by the phlo Returns, Exchanges & Refund Policy.

Nothing contained in these Terms limits statutory consumer rights applicable under Nigerian law.

2.15 Customer Accounts

Customers may create online accounts to facilitate future purchases.

Customers are responsible for:

• maintaining password confidentiality
• safeguarding login credentials
• updating personal information
• notifying phlo of unauthorized account access

phlo shall not be liable for losses arising from compromised passwords resulting from customer negligence.

2.16 Customer Responsibilities

Customers agree:

• not to misuse the website
• not to interfere with website security
• not to submit false information
• not to impersonate another person
• not to upload malicious software
• not to use the website for unlawful purposes

Violation of these obligations may result in suspension or termination of access.

2.17 Intellectual Property

All intellectual property rights relating to phlo remain the exclusive property of phlo or its licensors.

This includes:

• trademarks
• logos
• wordmarks
• product names
• product designs
• garment designs
• artwork
• graphics
• photography
• videos
• written content
• software
• website design

Nothing contained in these Terms transfers ownership of any intellectual property to customers.

No content may be copied, reproduced, modified, distributed or commercially exploited without prior written consent from phlo.

2.18 Trademark Rights

The phlo name, logo, wordmark, slogans, product names and associated branding are protected by applicable trademark laws. Unauthorized use of any phlo trademark is strictly prohibited. phlo actively protects its intellectual property rights in Nigeria and internationally.

2.19 User Content

Where customers submit:

• reviews
• testimonials
• photographs
• videos
• social media content

they grant phlo a non-exclusive, royalty-free licence to use such content for marketing and promotional purposes.

Customers warrant that they own or have permission to share such content. phlo reserves the right to remove inappropriate content.

2.20 Third-Party Links

Our website may contain links to third-party websites. Such links are provided solely for convenience. phlo does not endorse nor accept responsibility for third-party websites, products or services.

2.21 Website Availability

phlo strives to ensure that its website remains available, secure, and fully functional at all times.

However, uninterrupted access cannot be guaranteed.

The website may occasionally be unavailable due to:

• scheduled maintenance
• software upgrades
• security enhancements
• internet service interruptions
• third-party service outages
• circumstances beyond our reasonable control

phlo shall not be liable for losses arising solely from temporary website unavailability.

2.22 Accuracy of Information

We make every reasonable effort to ensure that information published on our website is accurate and up to date.

However, inadvertent errors may occasionally occur, including:

• pricing errors
• typographical errors
• incorrect descriptions
• inventory inaccuracies
• promotional inaccuracies

Where an error is discovered, phlo reserves the right to correct it and, where necessary, cancel affected orders with a full refund if payment has already been received.

2.23 Disclaimer of Warranties

Except as expressly stated in our Warranty Policy or required by applicable law:

• products
• website content
• digital services
• promotional materials
• online tools

are provided "as is" and "as available." phlo makes no representation or warranty that:

• the website will always be uninterrupted
• the website will always be error-free
• every product will meet every customer's individual expectations
• every device will display colours identically

Nothing in these Terms excludes warranties that cannot legally be excluded under applicable law.

2.24 Limitation of Liability

To the fullest extent permitted by law, phlo shall not be liable for indirect, incidental, consequential, punitive, or special damages arising from:

• use of the website
• inability to use the website
• delayed deliveries
• business interruption
• loss of profits
• loss of opportunity
• data loss

Where liability cannot legally be excluded, phlo's liability shall be limited to the amount paid by the customer for the affected product or service.

Nothing in these Terms excludes liability for:

• fraud
• wilful misconduct
• death or personal injury caused by negligence
• liability that cannot legally be excluded

2.25 Product Performance

phlo designs products for movement and everyday athletic activities.

Individual results may vary depending on:

• body type
• activity level
• garment care
• frequency of use
• environmental conditions

No product should be interpreted as providing medical, therapeutic or injury prevention guarantees.

Customers should seek appropriate medical advice before commencing any new exercise programme.

2.26 Force Majeure

phlo shall not be responsible for delays or failure to perform obligations resulting from events beyond its reasonable control, including but not limited to:

• natural disasters
• floods
• fires
• epidemics
• pandemics
• war
• civil unrest
• government actions
• strikes
• transportation disruptions
• telecommunications failures
• cyber-attacks
• supplier failures

Where such events occur, phlo will make reasonable efforts to minimise disruption and communicate with affected customers.

2.27 Indemnity

Customers agree to indemnify and hold harmless phlo, its directors, officers, employees, affiliates, agents, contractors, and representatives from claims, damages, liabilities, costs, and expenses arising from:

• breach of these Terms
• unlawful use of the website
• infringement of third-party rights
• misuse of phlo products

2.28 Fraud Prevention

phlo actively monitors transactions for fraud prevention purposes.

Orders may be delayed, cancelled, or subjected to additional verification where unusual activity is detected.

Examples include:

• unusually large purchases
• repeated failed payment attempts
• inconsistent billing information
• suspicious delivery addresses
• use of compromised payment methods

Where fraud is suspected, phlo reserves the right to cooperate with financial institutions and law enforcement agencies.

2.29 Intellectual Property Enforcement

phlo is committed to protecting its intellectual property.

We reserve the right to pursue legal action against any person or organisation involved in:

• counterfeiting
• trademark infringement
• copyright infringement
• unauthorised reproduction
• unauthorised commercial use
• domain name abuse
• cybersquatting

This commitment applies both within Nigeria and internationally.

2.30 Anti-Counterfeit Commitment

Customers are encouraged to purchase phlo products only through:

• the official phlo website
• authorised retailers
• approved distributors
• officially announced sales channels

phlo cannot guarantee the authenticity, quality, safety or warranty of products purchased through unauthorised sellers.

2.31 Promotional Events

Participation in competitions, giveaways, promotional campaigns, referral programmes, and community events shall be governed by the specific terms published for those activities.

Where there is any inconsistency between promotional terms and these Terms of Service, the promotional terms shall prevail solely in relation to that promotion.

2.32 Community Participation

Participation in phlo community activities, including but not limited to:

• Founder's Breakfasts
• community runs
• fitness sessions
• wellness workshops
• product launches
• social gatherings,

is voluntary.

Participants remain responsible for their own health, fitness, and personal safety. phlo reserves the right to refuse participation where conduct may compromise the safety or enjoyment of others.

2.33 Suspension or Termination

phlo reserves the right to suspend or terminate customer accounts where users:

• breach these Terms
• engage in fraudulent conduct
• abuse customer service representatives
• repeatedly misuse returns policies
• infringe intellectual property rights
• compromise website security

Termination shall not affect rights and obligations accrued prior to termination.

2.34 Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria.

Nothing in these Terms limits any mandatory consumer protection rights available under applicable Nigerian law, including those enforceable through the Federal Competition and Consumer Protection Commission (FCCPC)

2.35 Dispute Resolution

phlo values long-term relationships with its customers and encourages amicable resolution of disputes.

Customers who have concerns are encouraged to contact our Customer Experience Team before commencing formal legal proceedings.

Where a dispute cannot be resolved through good-faith discussions, the parties may consider mediation before pursuing litigation.

Unless otherwise required by law, the courts of the Federal Republic of Nigeria shall have jurisdiction over disputes arising from these Terms.

2.36 Severability

If any provision of these Terms is determined to be unlawful, invalid, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

2.37 No Waiver

Failure by phlo to enforce any provision of these Terms shall not constitute a waiver of that provision or any other right.

2.38 Assignment

Customers may not assign or transfer their rights or obligations under these Terms without phlo's prior written consent.

phlo may assign its rights and obligations in connection with mergers, acquisitions, corporate restructuring, or transfer of business operations.

2.39 Entire Agreement

These Terms, together with the following documents, constitute the entire agreement between phlo and its customers regarding use of our website and services:

• Privacy Policy
• Cookie Policy
• Shipping & Delivery Policy
• Returns, Exchanges & Refund Policy
• Warranty Policy
• Product Care Guide
• Promotions Policy
• Community Guidelines

2.40 Amendments

phlo reserves the right to amend these Terms periodically to reflect:

• legal developments
• technological changes
• operational improvements
• customer feedback
• changes to our services

Updated versions will be published on our website together with the effective date.

3.1 Introduction

At phlo, we understand that your personal information is important. Protecting your privacy is fundamental to the trust you place in us. This Privacy Policy explains how phlo collects, uses, stores, protects, shares and manages personal information whenever you:

• visit our website
• purchase our products
• create an online account
• subscribe to our mailing list
• communicate with us
• attend phlo events
• participate in promotions
• interact with us on social media
• or otherwise engage with our products and services

This Policy forms part of the phlo Customer Policy Manual and should be read together with our Terms of Service.

3.2 Our Privacy Commitment

Privacy is not simply a legal obligation. It is part of our commitment to treating every customer with dignity, respect and transparency.

Accordingly, phlo is committed to:

• collecting only information we genuinely require
• using personal information responsibly
• protecting information using appropriate security measures
• never selling personal information
• giving customers control over their information wherever practical

3.3 Scope

This Privacy Policy applies to:

• www.phloafrica.com
• phlo online store
• phlo customer accounts
• email communications
• social media interactions
• customer support
• community events
• competitions
• newsletters
• future phlo mobile applications

3.4 Applicable Laws

phlo intends to comply with applicable privacy legislation including, where relevant:

• Nigeria Data Protection Act (NDPA)
• Payment Card Industry Data Security Standards (PCI DSS) through our payment providers
• International privacy principles as our operations expand

Where local law grants customers greater privacy rights than this Policy, those statutory rights shall prevail.

3.5 Information We Collect

We may collect several categories of information.

3.5.1. Personal Identification Information Including:

• Full name
• Email address
• Telephone number
• Delivery address
• Billing address
• Country
• State
• City

3.5.2. Account Information If you create a phlo account:

• username
• encrypted password
• purchase history
• saved addresses
• preferences
• wish lists

3.5.3. Order Information When you purchase products:

• products purchased
• quantity
• size
• colour
• order value
• shipping method
• delivery status
• returns
• exchanges

3.5.4. Payment Information Payments are processed through authorised payment providers.

phlo does not store:

• debit card numbers
• credit card numbers
• CVV numbers
• banking PINs

Payment providers such as Paystack securely process this information on our behalf.

3.5.5. Technical Information When you browse our website, we may collect:

• IP address
• browser type
• operating system
• device type
• language
• referral source
• pages visited
• session duration
• click behaviour

3.5.6. Marketing Preferences We may record:

• newsletter subscriptions
• communication preferences
• marketing consent
• survey responses

3.5.7. Community Participation If you participate in phlo events, we may collect:

• event registrations
• attendance
• emergency contact information (where necessary)
• photographs
• videos
• testimonials

Only where appropriate.

3.6 Information We Do Not Collect

phlo does not intentionally collect:

• national identity numbers unless legally required
• biometric information
• health records (unless voluntarily provided for a specific event)
• political opinions
• religious beliefs
• criminal history
• financial account credentials

3.7 How We Collect Information

Information may be collected:

Directly from you When you:

• create an account
• place an order
• subscribe
• complete a form
• contact us

Automatically Through:

• cookies
• analytics
• website logs
• browser technologies

From Third Parties Including:

• payment processors
• delivery partners
• fraud prevention providers
• marketing platforms
• social media platforms (where authorised)

3.8 Why We Collect Your Information

We collect information to:

• process orders
• deliver products
• verify payments
• prevent fraud
• improve customer service
• personalise experiences
• improve our products
• provide customer support
• communicate order updates
• conduct research
• improve website performance
• comply with legal obligations

3.9 Marketing Communications

With your consent, phlo may send:

• newsletters
• product launches
• promotions
• movement inspiration
• event invitations
• wellness content

You may unsubscribe at any time by:

• clicking "unsubscribe" in our emails; or
• contacting Customer Experience

Opting out of marketing communications does not affect transactional emails such as:

• order confirmations
• delivery updates
• refund notifications

3.10 Legal Basis for Processing

Where applicable, we process information based upon:

• your consent
• contractual necessity
• legal obligations
• legitimate business interests
• protection against fraud

3.11 Sharing Your Information

phlo respects customer privacy. We do not sell customer information. Information may only be shared where necessary with:

Payment Providers Example: Paystack, to process payments.

Courier Partners For deliveries.

Technology Providers Including:

• website hosting
• analytics
• cloud storage

Professional Advisers Such as:

• auditors
• lawyers
• accountants

Government Authorities Only where legally required.

3.12 International Transfers

As phlo grows internationally, personal information may occasionally be processed outside Nigeria.

Where this occurs, phlo will take reasonable steps to ensure that information receives appropriate protection consistent with applicable law.

3.13 Data Security

Protecting customer information is a priority. phlo implements reasonable technical and organisational safeguards including:

• encryption where appropriate
• secure payment gateways
• restricted staff access
• password protection
• secure hosting
• firewall protection
• regular software updates
• fraud monitoring

No online system is completely immune from cyber risks. Accordingly, while we strive to protect personal information, absolute security cannot be guaranteed.

3.14 Data Retention

We retain personal information only for as long as reasonably necessary to:

• fulfil customer orders
• provide customer support
• comply with tax obligations
• resolve disputes
• protect legal rights
• comply with regulatory requirements

When information is no longer required, it will be securely deleted or anonymised.

3.15 Customer Rights

Subject to applicable law, customers may request to:

• access their personal information
• correct inaccurate information
• update personal information
• withdraw marketing consent
• object to certain processing
• request deletion where legally permissible
• obtain information regarding how data is processed

Requests may be submitted through our Customer Experience Team.

3.16 Children's Privacy

phlo does not knowingly collect personal information from children under 18 without parental or guardian consent. If we become aware that such information has been collected unintentionally, appropriate steps will be taken to delete it.

3.17 Social Media

Interactions with phlo through:

• Instagram
• Facebook
• LinkedIn
• TikTok
• X

remain subject to the respective privacy policies of those platforms. Customers are encouraged to review those policies independently.

3.18 Business Transfers

If phlo undergoes:

• merger
• acquisition
• investment
• restructuring
• sale of assets

customer information may be transferred as part of the transaction, subject to applicable privacy laws.

3.19 Changes to this Policy

Privacy legislation and technology continue to evolve. phlo reserves the right to amend this Privacy Policy periodically. Material changes will be published on our website together with their effective date.

5.1 Our Delivery Philosophy

At phlo, delivery is not merely the transportation of products. It is the final step in the customer experience. Every package represents our brand. Accordingly, we work only with logistics partners capable of delivering products professionally, safely and on time. Our objective is simple: Deliver every order with the same level of care with which it was designed.

5.2 Delivery Coverage

At launch, phlo will deliver throughout Nigeria. As the business expands, delivery services may become available internationally. Availability of delivery options will be displayed during checkout.

5.3 Order Processing

Orders are processed during normal business days:

Monday – Friday excluding public holidays.

Standard processing time1–2 business days

During launch periods, promotional events or public holidays, processing may take slightly longer.

5.4 Dispatch

Customers will receive confirmation once an order has been dispatched.

Where available, customers will also receive:

• tracking number
• courier information
• estimated delivery date

5.5 Estimated Delivery Times

These timelines are estimates only.

Lagos1–2 Business Days

Major Cities2–4 Business Days

Examples include:

• Abuja
• Port Harcourt
• Ibadan
• Benin City
• Enugu
• Kano

Other Locations3–7 Business Days

Depending on courier accessibility.

5.6 Delivery Charges

Delivery charges are calculated during checkout.

Factors may include:

• delivery location
• package size
• promotional campaigns

From time to time, phlo may offer:

• free nationwide delivery
• free delivery above minimum order values
• promotional shipping offers

5.7 Delivery Partners

phlo partners with reputable logistics providers. Selection of courier may vary depending on:

• destination
• product
• delivery speed
• operational requirements

5.8 Delivery Attempts

Where delivery cannot be completed, the courier may attempt redelivery. Additional delivery charges may apply where failed deliveries result from:

• incorrect address
• recipient unavailable
• customer refusal

5.9 Address Changes

Customers should contact Customer Experience immediately if delivery details require amendment.

Once dispatched, address changes may not always be possible.

5.10 Delivery Inspection

Customers are encouraged to inspect packages immediately upon delivery.

If the package appears:

• damaged
• opened
• tampered with

customers should:

• photograph the package
• notify the courier where appropriate
• contact phlo within 12 hours

5.11 Lost Packages

If a shipment appears lost, phlo will investigate with the courier. Where the investigation confirms loss during transit, phlo will:

• replace the product; or
• issue a refund,

subject to investigation findings.

5.12 Incorrect Items

If customers receive:

• the wrong product
• incorrect colour
• incorrect size
• incomplete order,

phlo will rectify the issue promptly at no additional cost.

5.13 Delivery Delays

Although we strive to deliver within stated timelines, delays may occur due to:

• severe weather
• public holidays
• civil disturbances
• courier disruptions
• customs procedures
• force majeure

Where delays occur, we will endeavour to keep customers informed.

5.14 International Deliveries

As international shipping becomes available, customers may be responsible for:

• customs duties
• import taxes
• local handling charges

These charges are determined by destination countries and are outside phlo's control.

5.15 Risk & Ownership

Ownership transfers upon full payment.

Risk transfers upon successful delivery to the address provided by the customer.

5.16 Sustainable Packaging

phlo continuously seeks opportunities to reduce unnecessary packaging while maintaining product protection. Where practical, recyclable and responsibly sourced packaging materials will be used.

5.17 Delivery Satisfaction

If your delivery experience falls below expectations, we want to know. Customer feedback helps us improve both our own processes and those of our logistics partners. Delivery concerns should be reported to Customer Experience within five business days.

5.18 The phlo Service Guarantees

Every interaction with phlo is guided by four promises that define the standard of products, service and experiences our customers and community members can expect.

These guarantees reflect our commitment to quality, trust, movement and long-term relationships.

5.18.1 phlo First Fit Promise™

Buying performance apparel online should feel confident—not uncertain.

If your first phlo apparel purchase does not fit as expected, we will work with you to exchange it for a more suitable size, subject to our Returns, Exchanges & Refund Policy.

Our objective is not simply to complete a sale, but to ensure you enjoy the right fit for your movement journey.

The First Fit Promise applies only to eligible first-time purchases and products returned in accordance with our Returns Policy.

5.18.2 phlo Delivery Promise™

Every order deserves the same attention to detail as the product inside it.

We therefore commit to:

• Processing orders promptly
• Packaging products professionally
• Partnering only with reputable logistics providers
• Providing timely delivery updates
• Responding quickly whenever delivery issues arise
• Working proactively with our logistics partners to resolve delivery concerns fairly and efficiently

Where delays occur, we will communicate openly and keep customers informed every step of the way.

Premium products deserve a premium delivery experience.

5.18.3 phlo Performance Promise™

Every phlo product is designed to support movement confidently and comfortably.

If an eligible product develops a genuine manufacturing defect under normal use during the applicable warranty period, phlo will inspect the product and, where appropriate, repair, replace, exchange or refund it in accordance with our Warranty Policy.

This promise applies only to manufacturing defects and does not cover:

• normal wear and tear
• accidental damage
• misuse
• improper washing or care
• unauthorised alterations
• damage arising from activities outside the intended use of the product

5.18.4 phlo Community Promise™

At phlo, we believe movement is stronger when it is shared.

We are committed to building a welcoming community where everyone—regardless of age, background, experience or fitness level—feels respected, encouraged and inspired to move. Whether you attend a Founder's Breakfast, community run, wellness workshop, product launch or any other phlo experience, you can expect an environment built on dignity, inclusion and genuine human connection.

Accordingly, we promise to:

• Welcome everyone who shares our belief in movement
• Foster a safe, respectful and inclusive environment
• Encourage participation rather than competition
• Celebrate progress at every level, from beginners to experienced athletes
• Listen to our community and continuously improve our experiences
• Create opportunities for people to build meaningful relationships through movement
• Ensure every official phlo event reflects the values of integrity, respect, wellbeing and community

Our community is not measured by the number of people who attend our events. It is measured by how people feel when they leave them. Our goal is that every person who participates in a phlo experience leaves feeling:

• welcomed
• valued
• inspired
• connected; and
• motivated to keep moving

Because movement is more than physical activity.

Movement creates healthier people, stronger relationships and better communities.

5.18.5 Our Commitment

These guarantees are more than customer service policies. They are the principles upon which phlo is built.

We believe in:

• Trust before transactions
• Relationships before revenue
• Quality before shortcuts
• Community before customers
• Movement for everyone

Every decision we make—from designing products and selecting suppliers to organising events and supporting customers—is guided by these principles. When you choose phlo, you are not simply purchasing Performancewear, you are joining a movement committed to helping people move more confidently, more comfortably and more consistently.

6.1 Our Philosophy

At phlo, we understand that buying performance apparel online requires trust. You cannot always touch the fabric, try on the garment or experience the fit before making a purchase. That is why we have designed our Returns, Exchanges & Refund Policy to be fair, transparent and customer-focused while protecting the integrity of our products. We want every customer to purchase with confidence.

Our objective is not simply to sell apparel—it is to ensure every customer finds products they genuinely enjoy wearing and moving in.

This policy should be read together with our:

• Terms of Service
• Shipping & Delivery Policy
• Warranty Policy

6.2 The phlo First Fit Promise™

Your first phlo purchase should feel exciting—not risky. If your first apparel purchase from phlo does not fit as expected, we will gladly help you exchange it for another size, subject to this Policy.

The First Fit Promise applies only where:

• it is your first purchase from phlo
• the requested replacement is available
• the garment has not been worn except for trying it on indoors
• the garment is returned with all original tags attached
• the garment remains in saleable condition

Our goal is simple: Help every customer find the right fit.

6.3 Our Returns Principles

Our policy is built around five principles:

Confidence Customers should feel confident purchasing online.

Fairness We aim to treat every customer fairly while protecting our business from misuse.

Quality Returned products must remain suitable for resale where applicable.

Sustainability We seek to minimise unnecessary waste through exchanges wherever practical.

Relationships We value long-term customer relationships more than one-time transactions.

6.4 Return Eligibility

Most eligible products may be returned for Store Credit or Exchange within 14 days from the date of delivery.

Returned products must:

• be unworn
• be unwashed
• not carry perfumes or fragrances
• not contain human hair
• not contain pet hair
• not show signs of outdoor use
• not be stained
• not be altered
• include original packaging
• include all original tags
• include proof of purchase

phlo reserves the right to refuse returns that fail inspection.

6.5 Products That Cannot Be Returned

Unless defective, the following products cannot be returned:

• Gift Cards
• Clearance items marked "Final Sale"
• Personalised products
• Customised apparel
• Products damaged through misuse
• Products showing obvious signs of wear
• Underwear (bra, bikinis, etc). Exception for phlo First Fit
• Socks

6.6 Exchanges

Where possible, phlo encourages exchanges rather than refunds.

Customers may exchange eligible products for:

• another size
• another colour (where available)
• another eligible product of equal value

If the replacement product is more expensive, customers simply pay the difference.

If it is less expensive, phlo may issue:

• store credit; or
• a partial refund,

depending on the circumstances.

6.7 Refund Eligibility

Refunds may be approved where:

• incorrect product delivered
• incorrect size shipped by phlo
• manufacturing defect
• product damaged during delivery
• duplicate order
• order cancelled before dispatch
• other circumstances approved by phlo

Refunds are not automatically available simply because a customer changes their mind after wearing or using a product. Where phlo, at its discretion, agrees to issue a refund for a return not arising from a manufacturing defect, incorrect delivery, or delivery damage (for example, a discretionary refund offered in place of Store Credit), phlo may deduct a restocking fee of fifteen percent (15%) of the purchase price from the refund amount. This restocking fee does not apply to refunds issued under the Manufacturing Defects or Warranty Resolution sections of this Policy, or to any refund required under applicable Nigerian consumer protection law.

6.8 Store Credit

In some situations, phlo may offer:

phlo Store Credit Store Credit:

• Valid for three (3) months
• may be used online
• may be used during promotions unless otherwise stated
• may be combined with approved payment methods

Store Credit helps customers continue enjoying the phlo experience while reducing unnecessary refunds.

6.9 Manufacturing Defects

Products that develop genuine manufacturing defects should be reported immediately.

Examples include:

• broken stitching
• defective seams
• faulty zippers
• detached logos
• construction defects

Each product will be inspected individually and where a manufacturing defect is confirmed, phlo will first offer repair, replacement, or exchange. Where the customer prefers a refund instead, or where phlo is unable to provide a suitable repair, replacement, or exchange within a reasonable time, the cust omer is entitled to a full refund of the purchase price, in accordance with applicable Nigerian consumer protection law.

No restocking fee applies to refunds issued for confirmed manufacturing defects, incorrect deliveries, or products damaged in transit, as these returns arise from phlo's error rather than a change in customer preference.

6.10 Incorrect Deliveries

If phlo sends:

• wrong colour
• wrong size
• wrong product
• incomplete order,

we will correct the error at no additional cost to the customer.

phlo will arrange collection where appropriate.

6.11 Damaged Deliveries

If a package arrives damaged:

Customers should:

1. Photograph the package.

2. Photograph the product.

3. Contact phlo within 48 hours.

Claims submitted after extended delays may become more difficult to investigate.

6.12 Return Process

Returning a product is straightforward.

Step 1 Contact Customer Experience.

Step 2 Receive Return Authorisation.

Step 3 Prepare the package.

Include:

• original packaging
• tags
• invoice
• accessories

Step 4 Return shipment.

Follow instructions provided.

Step 5 Inspection.

Products are inspected within 3 Business Days after receipt.

Step 6 Resolution.

Once approved, phlo will:

• exchange
• issue Store Credit
• repair
• replace
• refund,

depending upon the circumstances.

6.13 Inspection Standards

Every returned product undergoes quality inspection.

Inspection considers:

• hygiene
• wear
• odours
• stains
• damage
• missing tags
• packaging condition

Inspection protects every customer by ensuring returned products meet our quality standards.

6.14 Return Shipping Costs

phlo will pay return shipping where:

• wrong product shipped
• defective product
• delivery damage
• shipping error caused by phlo

Customers are responsible for return shipping where:

• incorrect size ordered
• change of mind
• preference changes

6.15 Refund Processing

Approved refunds are generally processed within 5–10 business days. Actual timing depends upon:

• payment provider
• issuing bank
• payment method

6.16 Abuse of Returns

The phlo Returns Policy exists to build trust—not to facilitate misuse.

Accordingly, phlo reserves the right to decline future returns where there is evidence of repeated abuse, including:

• excessive returns
• worn products
• fraudulent claims
• altered products
• repeated policy circumvention

6.17 Event Purchases

Products purchased at:

• Community Events
• Founder's Breakfast
• Pop-up Stores
• Wellness Festivals

remain subject to this policy unless alternative event terms are communicated before purchase.

6.18 International Returns

Where international shipping becomes available:

Customers may be responsible for:

• customs charges
• import duties
• return shipping

International procedures will be published as operations expand.

6.19 The phlo Satisfaction Commitment

Although no retailer can guarantee that every product will suit every customer, we promise to deal with every return request respectfully, fairly and professionally. If a problem occurs, our objective is not to hide behind policy. It is to find a reasonable solution that reflects the values upon which phlo is built.