Effective Date: January 1st, 2026
Last Revised: July 2026
Entity: Phenix Wellness Group LLC
CUSTOMER ASSURANCE & REGULATORY NOTICE
At Phenix Wellness Group LLC, we prioritize the health, safety, and hygiene of all our customers. Due to the personal and sensitive nature of ingestible supplements, topical skincare, and botanical products, we maintain strict return criteria to ensure safety standards while fulfilling payment processor transparency guidelines
1. ALL-SALES-FINAL & STRICT RETURN ELIGIBILITY
Due to regulatory quality controls and health safety standards, all sales of botanicals, oral supplements, teas, and skincare products are final once shipped, subject only to the narrow exceptions explicitly outlined below.
To be eligible for a return or store credit, your item must meet ALL of the following conditions:
⦁ The return request is submitted within 14 calendar days of the confirmed carrier delivery date.
⦁ The product is 100% unopened, unused, fully sealed in its original shrink-wrap/packaging, and in pristine resalable condition.
⦁ The item was purchased directly from our official website (order confirmation required).
Non-Returnable Items Include: Any opened, unsealed, or partially consumed supplements, botanicals, tinctures, or skincare products; clearance or final sale items.
2. MANDATORY RETURN WRITTEN AUTHORIZATION PROCESS
We strictly do not accept unauthorized returns. Sending items back without prior written approval will result in the package being rejected or disposed of without credit.
1 .Request Approval: Contact customer support at support@phenixwellnessgroup.com within 14 days of delivery with your order number, reason for return, and clear photos showing the sealed state of the product.
2. Receive Authorization: If approved, you will receive written authorization and designated return shipping address.
3 .Ship Item Back: You must ship the item back within 7 calendar days of receiving your authorization.
3. RESTOCKING FEES & SHIPPING COSTS
⦁ Customer Responsibility: The customer is solely responsible for all shipping return costs. Original shipping fees paid at checkout are strictly non-refundable.
⦁ Restocking Fee: A 15% restocking fee may be deducted from your final refund amount on all approved returns to cover processing, safety inspection, and warehouse handling.
⦁ Tracking Requirement: You must use a trackable shipping service and purchase shipping insurance. We are not responsible for returned items lost or damaged in transit.
4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
We stand behind our fulfillment accuracy. If your order arrives damaged, defective, or contains incorrect items:
⦁ Notification: You must notify us within 72 hours of carrier delivery at admin@phenixwellnessgroup.com
⦁ Documentation: You must provide high-resolution photos/videos showing the damaged shipping box, inner packaging, product lot number, and shipping label.
⦁ Resolution: Upon verification, we will provide a prepaid return label and issue a replacement or full refund (including original shipping costs) at no additional charge.
5. CANCELLATIONS & SUBSCRIPTION ORDERS
⦁ Order Cancellations: Orders enter automated warehouse fulfillment rapidly. Once an order reaches 'Processing' or 'Shipped' status, it cannot be canceled.
6. REFUND PROCESSING & CHARGEBACK NOTICE
Once your authorized return is received and inspected (which takes 3–5 business days), we will notify you of the approval or rejection of your refund.
⦁ Approved Refunds: credited back to your original p
payment method within 5 to 10 business days (minus restocking and original shipping fees).
⦁ Chargeback Notice: Opening a payment dispute or chargeback without contacting customer support first violates these terms. Fraudulent chargebacks will be aggressively contested using full carrier delivery logs, IP address verification, and signed terms-acceptance documentation provided to card issuers.
7. CONTACT INFORMATION
For return approvals or support inquiries, please reach out through our official channels:
Company Name Phenix Wellness Group LLC
Support Email admin@phenixwellnessgroup.com
Hours of Operation Monday – Friday, 9:00 AM – 5:00 PM MST
Response Time Within 24 to 48 business hours
