We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Items sent back to us without first requesting a return will not be accepted. If you do not get return permission in advance, relevant responsibilities will be borne by you.
To start a return, you can contact us at leon@phoenixpay.net on the day of the receipt. If your return is accepted, we’ll send you instructions on how and where to send your package.
You can always contact us for any return question at leon@phoenixpay.net
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note that refunds from Crypto payments will incur in the platform fee, therefore 2%~8% will be deducted from the total amount returned.
Refunds of orders in Transit
If your order has already been sent, please note that we won’t be able to issue a refund on parcels in transit. If your item is at customs and you wish to initiate a return/refuse the parcel, please note that you will be liable for the local custom taxes, the shipping costs, the return shipping costs and the local taxes associated. This will be detracted from your refund once this has been approved and only when the order has reached us back safely.