Refund & Return Policy

Customer service is an extremely important factor in how Phoenix Creative Content conducts business and we will work very hard to ensure every customer is satisfied and willing to return.

Acceptable returns

  • We will accept returns on defective products and refund or replace the product at the customer’s discretion. We understand the shipping process can cause damage to products en route and while that is out of our control, we will endeavour to ensure the customer gets what they paid for.

  • Sale items can be returned or refunded at the purchased price at the time of the sale. Exchanges are possible for non-sale items but the buyer must pay the difference in price.

  • In all cases, the buyer will supply photographic or video evidence of the damaged or defective product before returns or refunds will be granted.

  • In some cases, additional correspondence will be initiated to mitigate a meaningful and beneficial outcome for both parties.

 

Acceptable condition

  • Can items be returned or exchanged after they’ve been opened or used?Certain conditions will apply to the acceptable condition of the item before returns or refunds will be granted. i.e. – deliberate abuse of the product, negligence in handling of the product, etc. Photos and/or video must be provided proving the state of damage or defectiveness.

  • Some items must be returned in the original packaging whenever possible. This does not include 3D printed items, laser engraved, or canvas prints.

  • All customers are treated equally and respectfully, with the same of honesty regardless of membership or purchase history.

 

Return window

  • Damaged or defective items can be returned up to 3 months after purchase. Extenuating circumstances can be allowed additional time after meaningful and beneficial correspondence between buyer and Phoenix Creative Content.

 

Available refund(s)

  • Replacement of the originally purchased item will be sent to the customer.

  • An exchange of any other item in the shop can be arranged, however, the buyer will likely be responsible for additional payment if the item is of greater value.

  • In store credit may be made available in lieu of a cash or credit refund.

  • In most cases, full cash refunds will be provided unless otherwise agreed upon by the buyer and the Phoenix Creative Content.

 

Return costs

  • In most cases, there will be no restock or handling fees unless otherwise agreed upon by the buyer and the Phoenix Creative Content.

  • Will you offer a prepaid return label? In most cases, a return shipping label will be provided unless otherwise agreed upon by the buyer and the Phoenix Creative Content.

  • Will an item ever be refunded or replaced without requiring the original item to be returned? If so, under what conditions? Refunds or replacements may be provided without the return of the original item if the condition of the item is such that it cannot be fixed or resold. The buyer will supply photographic or video evidence of the damaged or defective product to determine.

 

Logistics

  • The customer’s shipping address on file will be used for replacement items unless otherwise stated by the customer.

  • Do you offer in-store returns in addition to online returns? As we are currently an online store, in-store returns cannot be accepted.

  • Do customers need to email support to initiate returns? Customers should email Phoenix Creative Content directly at [email protected] to initiate a return or refund request.

  • Unless requested by Phoenix Creative Content, customers will not need to provide the original receipt in return items.