Refund & Return Policy

1) Standard Returns (Non-Personalized Items)

• Window: 30 days from delivery.
• Condition: New, unused, with all original tags/packaging intact.
• Authorization required: Contact support before sending a return; we will issue an RMA and instructions.
• Refunds after inspection: Refunds are issued only after we receive the item and verify it is the same item originally shipped and meets condition requirements.
• Shipping: Return shipping is the customer’s responsibility; shipping costs are non-refundable.
• Restocking fee: Non-defective standard returns may incur a 15% restocking fee.

2) Made-to-Order & Defective Products

• Report within: 30 days of receipt.
• Verification: Email clear photos of the defect; we may also require the item to be returned for inspection.
• Resolution options: After verification, choose a free replacement or a refund. If a refund is chosen, the item must be returned and verified first.
• Replacements: A return may still be required at our discretion to prevent misuse.

3) Custom & Personalized Orders

• Cancellations/changes: Request within 24 hours of purchase (production typically starts after that).
• Returns: Not accepted except for verified manufacturing/printing defects or our customization error.
• Refunds require return: For any approved refund on a custom item, the original item must be returned and verified as the correct item first.

4) Exchanges

• Exchanges follow the same steps as returns (RMA required). We’ll ship the exchange after the returned item is received and verified.

5) Non-Returnable Items

• Gift cards, final-sale items, and items marked non-returnable at checkout.
• Used, worn, washed, or damaged items not due to our error.

6) How to Initiate a Return (RMA Required)

1. Contact support: Email Support@ironphoenix.store or call (518) 415-8496.
2. Receive RMA & instructions: We’ll confirm eligibility and provide the correct return address and RMA.
3. Ship back: Pack securely and include your RMA. Keep your tracking number.
4. Inspection & refund: We issue refunds only after the item is received and verified as the correct item and in acceptable condition.

7) Return Address (Authorized Returns Only)

Do not send items without an RMA — unauthorized parcels may be refused.

8) Refund Method & Timing

• Refunds are issued to the original payment method after verification; your bank may take 3–10 business days to post.
• Shipping, duties, and taxes are non-refundable unless required by law.

9) International Orders

• Returns must be shipped DDP (duties paid) with RMA. Duties/taxes paid at import are non-refundable.

10) Vendor-Fulfilled (CJ) Orders — Not Treated as Custom

• CJ-fulfilled items are not treated as custom products. Standard or Defective policies apply.
• For defects, we may require photos and a physical return (per CJ guidance). Refunds still require return & verification.

11) Contact

Email: Support@ironphoenix.store
Phone: (518) 415-8496

12) Exceptions & Misuse

• We may reject or adjust refunds for items returned used, damaged, altered, or not matching the original order.
• Return-to-sender packages without RMA may be refused.
• Suspected fraud/abuse may be reported and ineligible for refunds.