Return & Refund Policy
At Phoenix Luxe, every curtain, rug, and digital product is crafted with care and precision. As most of our items are made-to-order or digitally delivered, we kindly ask that you review the following policy carefully before placing an order.
1. Made-to-Order Products
All Phoenix Luxe curtains and rugs are either fully made-to-order or tailored to specific sizes. As such, we do not accept returns or issue refunds due to:
- Change of mind.
- Incorrect measurements provided by the customer.
- Colour tone or texture preferences.
We strongly encourage customers to review product descriptions, fabric details, and measurements thoroughly before purchasing.
2. Damaged or Defective Items
If you receive an item that is defective, damaged during shipping, or incorrect, please contact us within 7 calendar days of delivery and provide the following:
- Clear photos showing the issue.
- Your order number and full name.
Once reviewed, we will offer one of the following resolutions based on the circumstances:
- A full or partial refund.
- A replacement product.
- Store credit for future purchases.
Note: Claims submitted after 7 days from delivery may not be eligible for compensation.
3. Non-Returnable Items
We are unable to accept returns or provide refunds for the following:
- Products that have been used, washed, or altered.
- Items returned without prior written approval.
- Items reported after the 7-day return window.
4. Return Shipping
If your return request is approved, we will provide detailed return instructions. Unless the issue was caused by our error (e.g., defective or incorrect item), the customer is responsible for all return shipping costs.
5. Refund Timeline
Approved refunds will be processed within 7–14 working days after one of the following conditions is met:
- The returned item is received and inspected.
- The issue is verified and no return is required.
Refunds will be issued to the original payment method or as store credit, depending on the case.
6. Digital Products
All digital products sold by Phoenix Luxe — including but not limited to Energy Forecast Blueprints, Birthdate Reports, Home Energy Optimisation Guides, and other personalised PDF files — are delivered via email or direct download upon order completion.
By purchasing a digital product, you acknowledge and agree to the following:
- All digital products are final sale and strictly non-refundable, non-returnable, and non-exchangeable once delivered.
- You are purchasing a non-tangible, custom-made product that cannot be canceled or resold.
- You waive the right to request a refund, initiate a dispute, or file a chargeback after delivery.
- You are responsible for providing a valid and accessible email address during checkout.
- You have reviewed the product description and fully accepted the terms before placing your order.
If you encounter any technical issues accessing your file(s), please contact us promptly at support@phxlux.com and we will be happy to assist you.
7. Customer Responsibility for Accurate Information
Customers are solely responsible for ensuring that all personal details submitted for personalised digital products — including date, time, and place of birth — are accurate and complete.
Phoenix Luxe will not be held liable for results or interpretations based on incorrect information provided by the customer.
If an error is discovered after delivery, we may, at our sole discretion:
- Provide one complimentary revision if the correction is minor and submitted within 24 hours of purchase.
- Require a new order if the revised information leads to a materially different report.
8. Contact Us
If you have any questions or need assistance regarding your order, please contact our support team at support@phxlux.com. We’re here to help.
