Customer Help

We aim to provide a seamless shopping experience, and we understand that returns and refunds may be necessary on occasion. Please review our return policy to understand your rights and obligations when shopping with us.

1. Return Period

You have [14] days from the date of purchase to return eligible items for a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, the item must be in the same condition as when you received it, unused, and in its original packaging. Some items are not eligible for return, including:

• Personalized or custom-made items.
• Perishable goods.
• Intimate or sanitary items.
• Downloadable software products.

3. Refund Process

Upon receiving an eligible return, we will inspect the item and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original payment method. Refund processing times may vary depending on your payment provider.

4. Shipping Costs

Shipping costs for returning items are the responsibility of the customer, except in cases where the return is due to an error on our part.

5. International Customers

For customers outside of the United States, Canada, the UK, and Australia, please note that additional customs fees, taxes, and import duties incurred due to returns are the responsibility of the customer.

6. Consumer Rights by Region

Please be aware that the following additional information applies to customers in specific regions:

• United States: Your rights regarding returns and refunds are protected by the Federal Trade Commission (FTC) and the specific laws of your state. Please refer to the applicable regulations.

• Canada: In Canada, consumer rights are governed by the Consumer Protection Act. Customers in Canada have the right to return items within a specified period if they do not meet the terms of the sales contract.

• United Kingdom: In the UK, your rights are protected by the Consumer Rights Act. If an item is faulty, you have the right to return it for a refund, repair, or replacement.

• Australia: In Australia, consumer rights are safeguarded by the Australian Consumer Law. If a product has a major problem, you have the right to return it for a refund or replacement.

7. Contact Us

If you have any questions or need further clarification on our return and refund policy, please contact us at info@pheenecs.com. 

If you receive an incorrect item in your order, please contact our customer support team within 5 days of receiving the item. We will promptly arrange for the correct item to be sent to you and provide instructions for returning the incorrect item at our expense. Your satisfaction is our priority, and we apologize for any inconvenience caused by the error.

In the rare event that your order arrives damaged, please contact our customer support team within 3 days of receiving the item. We will promptly assist you in resolving the issue, which may include sending a replacement item or processing a refund, based on your preference. Your satisfaction is important to us, and we apologize for any inconvenience caused by the damaged shipment.

You can chat with us through the chatbot, call us through the designated phone numbers, or email us at info@pheenecs.com.

E-mail as soon as possible, we will correct the address and have the package sent to you at your convenience.

You can only change or cancel an order if we have not shipped it yet. Otherwise the return policy will be effective for such orders.

Yes, we do have pre-orders for certain items. Please contact us through any means and we will ship it to you at the earliest.