Last updated: September 17, 2026
Phénix ECO is operated by Phoenix Trade LLC.
Most products sold through phenixeco.com are made-to-order and produced specifically for each order. Because of this made-to-order model, returns and exchanges are generally not accepted for buyer’s remorse, change of mind, or selecting the wrong size or color, except where required by applicable law.
- ELIGIBLE CLAIMS
We may offer a replacement, reshipment, or refund when:
- the product arrives damaged or defective;
- the product is misprinted or has a production-quality issue;
- the wrong product is received; or
- the package is confirmed lost in transit.
For damaged, defective, misprinted, or incorrect products, photographic evidence may be required.
- CLAIM DEADLINES
Claims for damaged, defective, misprinted, or incorrect products must be submitted within 30 days of delivery.
Claims for packages lost in transit must be submitted within 30 days after the estimated delivery date.
Claims received after these periods may not be eligible for replacement or refund.
- HOW TO SUBMIT A CLAIM
To report an issue, contact us at contact@phenixeco.com and include:
- your order number;
- a description of the issue; and
- clear photographs or other supporting evidence when applicable.
We will review the claim and notify you of the available resolution.
Depending on the circumstances, the resolution may include a replacement, reshipment, or refund.
- WRONG OR INCOMPLETE SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an incorrect or incomplete address is provided and the order has not yet shipped, we may be able to update the address.
Once an order has shipped, an address change may no longer be possible.
If a package is returned because of an incorrect or incomplete address, additional shipping charges may apply before the package can be reshipped.
- UNCLAIMED OR RETURNED PACKAGES
Packages that are unclaimed, refused, not collected, or returned because of an address issue may be returned to the fulfillment facility.
If the package is available for reshipment, additional shipping charges may apply.
Returned packages must be reclaimed within the period allowed by the fulfillment provider. If they are not reclaimed within that period, they may no longer be available for reshipment.
- NON-RETURNABLE ITEMS
Unless required by applicable law, we do not accept returns or exchanges for:
- buyer’s remorse or change of mind;
- ordering the wrong size or color;
- personalized or customized products;
- products without a verified manufacturing, printing, fulfillment, or shipping issue.
- REFUNDS
When a refund is approved, it will generally be issued to the original payment method used for the purchase, subject to the payment provider’s processing procedures.
Processing times may vary depending on the payment provider or financial institution.
- CONSUMER RIGHTS
Nothing in this Return & Refund Policy limits or excludes any rights that cannot legally be waived under applicable consumer protection laws.
Where mandatory consumer protection laws provide additional rights, those rights will prevail over any conflicting provision of this policy.
- CONTACT
Questions or claims regarding returns, refunds, or order issues may be sent to:
contact@phenixeco.com