Refund policy

Return and Refund Policy

Items may be returned within 7 days of receiving your shipment if they are still in new condition. (Some exceptions may apply.)

Returned items must be:

Initiating a Return: To initiate a return, please review below:

For unopened, unused, damaged, or defective items, please contact support@pheonix.store to fill out a returns request. Be sure to include/attach photos of any damaged items with your submission.

Digital Media:

Digital media purchases are non-refundable.
If you encounter any issues downloading your files, please submit a support ticket using the link in the footer below.

Exchanges:

We do not process exchanges for returned items. Any items returned to us will be refunded.

Non-Returnable Items:

Apparel with signs of use.
Opened CDs, vinyl, cassettes, DVDs (except defective items).
Downloadable digital media.
On-demand items.
Items damaged or missing components not originally received this way.
Items missing serial numbers or UPCs.
“Final Sale” items.
Undergarments.
Fragrances.
Items purchased from outside retailers.
Items purchased at live events.
Items listed as non-returnable on our online store.
Vinyl with slight color variations, marbling, or black streaks, as these are part of the manufacturing process and do not affect playability.

Items Not Delivered:

Any items returned to us as undeliverable will be refunded and returned to inventory.
If you did not receive your shipment, you need to request a replacement or refund within 7 days from the ship date of your order.

Processing Returns:

Refunds will be applied to your account within 21 business days after we receive and process your return.
Shipping and handling costs are non-refundable.
You will be responsible for any shipping costs associated with returning your item(s) to us.
We recommend using a carrier that offers tracking and insurance.