Last updated: June 04, 2025
At Phoenix, we value your satisfaction and strive to deliver premium-quality jewellery to your doorstep. Please read our Cancellation & Refund Policy carefully before placing your order.
Order cancellation is allowed within 24 hours of placing the order.
To request a cancellation, email us at contact@phoeni.store or message us on WhatsApp at +91 91000 38900 with your Order ID.
After 24 hours, once your order has been processed or dispatched, it cannot be canceled.
As our jewellery items are handcrafted and shipped internationally, we currently do not accept returns for change of mind, size issues, or personal preferences.
However, we will offer a refund or replacement in the following cases:
You receive a damaged product
You receive an incorrect product
Your order is lost in transit (confirmed by the courier)
Contact us within 48 hours of delivery at contact@phoeni.store
Provide your Order ID and clear photos/videos of the item showing the issue
Our team will review and approve your request within 2-3 business days
Upon approval, you can choose: Replacement of the product, Refund to your original payment method
Refunds (if applicable) will be processed within 5-7 business days after approval.
The following items are non-refundable and non-returnable:
Custom-made or personalized jewellery
Items purchased on sale or promotion
Orders delayed due to customs clearance or unforeseen logistics issues beyond our control
Customers are responsible for ensuring accurate order details and shipping information.
We are not responsible for refunds on orders with incomplete or incorrect delivery addresses.
In case of damaged or incorrect product claims, we require unboxing videos and product images for verification.