Returns & Refunds
We want you to love what you ordered! If something isn’t quite right, we are here to help. Because we are a Canadian-based business, we aim to make the return process as straightforward as possible.
Our Return Policy
Items can be returned within [14] days of the delivery date. To be eligible for a return, your item must be:
- Unused and in the same condition that you received it.
- In the original packaging with all tags attached.
- Accompanied by the receipt or proof of purchase.
Note: Certain items such as [list items like “perishables,” “custom orders,” or “sale items”] are final sale and cannot be returned.
How to Start a Return
- Contact Us: Send an email to mike@phnxember.ca with your order number and the reason for the return.
- Approval: Once your return is authorized, we will send you instructions on where to mail your package.
- Ship It Back: Please package the item securely. We recommend using a trackable shipping service (like Canada Post) to ensure it reaches us safely.
Return Shipping Costs
- Customer Responsibility: Unless the item arrived damaged or the wrong item was sent, customers are responsible for paying the shipping costs for returning items.
- Non-Refundable Shipping: Original shipping costs from your initial order are non-refundable.
Refunds
Once we receive and inspect your return, we will send you an email to notify you that we have received your item.
- Approval: If the return is approved, your refund will be processed immediately.
- Timeline: A credit will automatically be applied to your original method of payment. Please allow [5–10] business days for the transaction to appear on your statement, depending on your bank.
Damaged or Defective Items
If your order arrives damaged or if you received the wrong item, please contact us immediately at mike@phnxember.ca We will provide a pre-paid Canada Post return label and ensure a replacement or full refund is issued at no extra cost to you.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.
Questions?
We are happy to chat! Reach out to us at mike@phnxember.ca or visit our Contact Page.
