Refund policy
ORDER SUPPORT & RESOLUTION POLICY
Returns, Exchanges & Cancellations
Because all Phoenix Redline™ products are made-to-order, we do not accept returns, exchanges, or cancellations.
All sales are final except in cases of verified manufacturing defects, fulfillment errors, or other approved issues expressly covered by this policy.
Returns, exchanges, replacements, store credits, or refunds will not be provided for incorrect size selection, change of mind, buyer's remorse, perceived color variations resulting from screen, monitor, or device display differences, or other non-defective issues.
While we make every effort to accurately represent product colors, actual colors may vary slightly due to differences in screen settings, device displays, photography, lighting conditions, and production processes.
Please review product descriptions, sizing information, and shipping details carefully before placing your order.
Manufacturing Defects & Fulfillment Errors
If you receive an item that may have a manufacturing defect or fulfillment error, you must contact us within 10 calendar days of the carrier's recorded delivery date.
For example, if the carrier records delivery on June 3, your request must be submitted on or before June 13.
To request review of a possible manufacturing defect or fulfillment error, please email support@phoenixredline.com and include all of the following information and photos:
- Your Order ID
- A brief description of the issue
- A clear photo of the full front of the garment
- A clear photo of the full back of the garment
- A clear, zoomed-out photo of the full side containing the issue (if not already captured in the front or back photo)
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A clear, close-up photo of the specific area with the issue
If your item arrived damaged due to shipping, also include clear photos of the damaged packaging along with your submission.
Make sure all photos are clear and accurately represent the issue. If your files are large, please share a Google Photos or iCloud album link instead of attaching files.
Requests submitted after the 10-calendar-day review period will not be eligible for review or resolution.
At Phoenix Redline™, we take pride in the products we create and want every customer to receive an item they can wear with confidence. While all requests are subject to review under this policy, our goal is to provide a fair and reasonable resolution when a verified manufacturing defect, fulfillment error, or other eligible issue occurs.
Order Review & Resolution
Please ensure all submitted photos are clear and accurately represent the issue being reported.
Phoenix Redline™ reserves the sole right to determine whether an issue constitutes a manufacturing defect, fulfillment error, or other issue eligible for resolution under this policy.
All requests are reviewed on a case-by-case basis. Submission of documentation, photos, or other requested information does not guarantee approval, replacement, refund, exchange, or any other specific outcome.
If Phoenix Redline™ determines that an item is eligible for resolution under this policy, we will provide a replacement of the exact item, design, color, and size originally ordered, subject to product availability.
Approved replacements are limited to the exact item, design, color, and size originally ordered. Requests to substitute, exchange, upgrade, or replace an item with a different product, design, color, size, or any other variation from the original order cannot be accommodated.
If the original item is unavailable, Phoenix Redline™ reserves the right to determine an appropriate replacement, substitute item, store credit, refund, or other resolution at its sole discretion.
Once an approved resolution has been determined under this policy, return of the original, incorrect, or affected item is required unless Phoenix Redline™ expressly states in writing that return of the item is not required. Phoenix Redline™ will provide a prepaid return shipping label and return instructions.
Once we receive and verify the returned item, the approved resolution will be processed.
Failure to return the item or follow the provided return instructions may result in denial of the approved resolution.
Carrier-Related Delivery Issues
Once an order has been shipped and accepted by the carrier, responsibility for delivery rests with the carrier.
This section applies to shipping-related issues occurring after a package has been transferred to the carrier, including but not limited to:
• Damaged shipments
• Lost packages
• Missing packages
• Mis-delivered packages
If your order arrives damaged, please contact us within 10 calendar days of the carrier's recorded delivery date. Follow the photo submission requirements outlined in the Manufacturing Defects & Fulfillment Errors section above, and also include clear photos of the damaged packaging.
While Phoenix Redline™ is not liable for carrier-related delivery issues, we may, at our sole discretion, attempt to provide reasonable assistance or resolution when appropriate. Any such assistance is provided as a courtesy and does not constitute acceptance of liability for the shipment, its condition, or its delivery.
If your package is lost, missing, or experiencing another carrier-related delivery issue, please contact the shipping carrier directly using the tracking information provided.
Contact Us
If you need assistance regarding your order, please contact us at support@phoenixredline.com.
To help us assist you as quickly as possible, please include your Order ID in all correspondence.
