Return & Refund Policy

Last updated: 3 July 2026

At Phoenix Luxe, every product and service is prepared with care, attention, and professional responsibility. As many of our products and services are personalised, customised, digital, or made to order, this Return & Refund Policy explains when returns, cancellations, exchanges, and refunds may or may not be available.

By placing an order with Phoenix Luxe, you acknowledge and agree to the terms outlined in this policy.

This policy should be read together with our Terms & Conditions, Privacy Policy, Payment Information, Disclaimer, Intellectual Property Policy, and other policies published on our website.

1. About This Policy

This Return & Refund Policy is designed to provide clarity for customers before making a purchase.

Some Phoenix Luxe products are physical goods, while others are digital products, personalised reports, branding services, design services, consultation services, or customised creative work.

Because these products and services require preparation, analysis, production, creative work, professional time, or customisation, not all orders are eligible for cancellation, return, exchange, or refund.

2. Scope of This Policy

This policy applies to all products and services offered by Phoenix Luxe, including but not limited to:

Personal Energy Blueprints
Personalised Reports
Birthdate Energy Blueprints
Energy Forecast Blueprints
Life Path Insight Reports
Personal Energy Alignment Reports
Connection Blueprints
Home Energy Optimisation Guides
Energetic Branding Services
Logo Design Services
Visual Identity Design
Brand Strategy Services
Website Design Services
Landing Page Design
Creative Consultation Services
Interior Styling Recommendations
Curtains
Rugs
Digital downloads
Promotional offers
Gift cards, where applicable
Other customised products or professional services

3. Made-to-Order Physical Products

Our curtains, rugs, and other physical products may be made specifically for each customer based on selected specifications, sizes, colours, materials, designs, or custom requirements.

As these products are made to order, they cannot be cancelled, returned, exchanged, or refunded simply because of:

Change of mind.
Personal preference.
Incorrect measurements supplied by the customer.
Incorrect product, colour, size, or quantity selected by the customer.
Colour expectations based on different screen displays.
Minor differences between product images and actual products.
Delay caused by suppliers, manufacturers, couriers, or events beyond our reasonable control.

Customers are responsible for carefully reviewing all measurements, colours, product details, specifications, and order confirmations before placing an order.

Minor variations in colour, texture, fabric grain, stitching, dimensions, finishing, or material appearance may occur due to manufacturing tolerances, lighting, screen display differences, or production batches. These are not considered defects.

For rugs, pattern positioning and colour appearance may vary slightly between production batches. Such variations are part of normal production and are not considered defects unless the product is materially different from the confirmed order.

4. Damaged, Defective, or Incorrect Physical Products

If your order arrives damaged, defective, or significantly different from what was confirmed, please contact us within seven (7) calendar days after delivery.

Please include the following information:

Your order number.
Clear photographs of the product.
Clear photographs of the packaging.
A description of the issue.
Any relevant delivery or courier information.

Customers should inspect the goods upon delivery. Failure to notify Phoenix Luxe within seven (7) calendar days may affect eligibility for replacement, repair, compensation, or refund.

After reviewing the information provided, Phoenix Luxe may, at its sole discretion, offer one of the following solutions:

A replacement product.
A repair where appropriate.
A partial refund.
A full refund where necessary.
Another reasonable solution depending on the circumstances.

Products that have been used, installed, altered, washed, damaged, mishandled, or disposed of are not eligible for return, exchange, replacement, or refund.

5. Digital Products

Digital products are delivered electronically and may become accessible immediately after purchase, confirmation, or delivery.

Digital products cannot be returned, exchanged, or refunded once they have been delivered, downloaded, opened, accessed, or made available.

Delivery is considered complete once the report, file, download link, digital content, or related material has been sent to the email address, WhatsApp number, customer account, or delivery channel provided by the customer.

Phoenix Luxe is not responsible for delays or delivery issues caused by incorrect contact information, email filtering, spam folders, full inboxes, technical issues on the customer’s side, or failure to check the delivery channel provided.

6. Personalised Reports and Energy Blueprints

All personalised reports and energy blueprints are custom-created using the information provided by each customer.

These include, but are not limited to:

Birthdate Energy Blueprint
Energy Forecast Blueprint
Life Path Insight Report
Personal Energy Alignment Report
Connection Blueprint
Home Energy Optimisation Guide
Any customised PDF report prepared by Phoenix Luxe

Because each report is individually researched, analysed, prepared, interpreted, written, and created specifically for one customer, all purchases are strictly non-refundable once work has commenced or the report has been delivered.

Work is considered to have commenced once research, preparation, analysis, drafting, calculations, interpretation, layout preparation, or report creation has begun.

The purchase covers the professional time, expertise, interpretation, analysis, preparation, writing, and creation of a personalised report, rather than the purchase of information alone.

Each personalised report represents Phoenix Luxe’s professional interpretation based on the information provided by the customer and should not be interpreted as a guarantee of future events, results, decisions, outcomes, or personal transformation.

No refund will be provided due to:

Change of mind.
Personal disagreement with interpretations or recommendations.
Different personal expectations.
Dissatisfaction with subjective opinions or insights.
Failure to read, download, or use the completed report.
Incorrect information supplied by the customer.
Expectation of guaranteed results or outcomes.

If the customer provides incorrect birth details, personal information, or required information after work has commenced, Phoenix Luxe may charge an additional fee to revise, recreate, or prepare a new report.

7. Branding and Design Services

Phoenix Luxe provides customised branding, logo design, visual identity, website design, landing page design, creative consultation, brand strategy, and related professional design services.

Every project is individually planned and may involve research, strategy, creative direction, concept development, design work, layout planning, writing, revision, production preparation, or implementation.

Because professional time, creative resources, and strategic work are committed from the beginning of the project, all payments for branding, website, and design services are non-refundable once work has commenced.

This includes, but is not limited to:

Logo Design
Brand Identity Design
Brand Strategy
Visual Identity Systems
Website Design
Landing Page Design
Creative Direction
Creative Consultation
Custom Design Services
Copy Refinement
Layout Design
Brand Presentation Work

All preliminary concepts, sketches, drafts, strategy work, mood boards, creative direction, visual exploration, layout planning, research, consultation, and development work are considered part of the professional service provided.

Refunds will not be issued due to:

Change of mind.
Business closure.
Project cancellation by the customer.
Subjective preference after concepts have been presented.
Failure to respond during the project.
Delay in providing required materials or information.
Change in business direction.
Change in personal taste after work has commenced.
Failure to use the final design or website.

Revision rounds included within the purchased package remain available according to the agreed project scope.

Revision requests do not constitute grounds for cancellation or refund.

Additional revisions, changes outside the agreed scope, new directions, major concept changes, extra pages, extra design formats, additional copywriting, third-party costs, plugin fees, hosting fees, domain fees, printing fees, photography, stock assets, or other external costs may be charged separately.

8. Customer Responsibility

Customers are responsible for providing complete, accurate, and updated information when placing an order.

This includes, where applicable:

Name.
Date of birth.
Time of birth.
Place of birth.
Email address.
Phone number or WhatsApp number.
Shipping address.
Measurements.
Product selections.
Project requirements.
Brand information.
Website content.
Images, logos, or materials required for the project.

Customers are responsible for reviewing all order confirmations, quotations, invoices, project scopes, product details, measurements, and submitted information before production or work begins.

Phoenix Luxe is not responsible for errors, delays, additional costs, or unsatisfactory results arising from inaccurate, incomplete, outdated, unclear, or late information supplied by the customer.

If revised information significantly changes work that has already been completed, additional fees or a new order may be required.

9. Order Cancellations

Orders may only be cancelled before work has commenced, before digital preparation has begun, or before physical production has started.

Once research, design, report preparation, analysis, drafting, consultation, production, manufacturing, printing, packing, procurement, or other custom work has started, cancellations will no longer be accepted.

For digital products and personalised reports, cancellation is not available once work has commenced.

For branding, website, and design services, cancellation is not available once research, strategy, concept development, design work, or project preparation has commenced.

For curtains, rugs, and made-to-order products, cancellation is not available once production, sourcing, customisation, or manufacturing has commenced.

10. Shipping and Delivery Issues

Shipping timelines are estimates only and may vary depending on production schedules, courier performance, customs processes, supplier availability, public holidays, peak seasons, weather conditions, or other events beyond our control.

Phoenix Luxe is not responsible for delays caused by couriers, logistics providers, suppliers, manufacturers, customs authorities, incorrect shipping details, failed delivery attempts, or customer unavailability.

If a parcel is returned due to an incorrect address, failed delivery, unclaimed parcel, or customer-related issue, the customer may be responsible for any additional shipping, handling, storage, or re-delivery fees.

Risk of loss or damage may pass to the customer once the order has been handed over to the courier, logistics provider, or delivery service, unless otherwise required by applicable law.

11. Chargebacks and Payment Disputes

If you experience any issue with your order, we encourage you to contact Phoenix Luxe first so that we can work towards a fair and reasonable resolution.

Customers agree not to initiate payment disputes or chargebacks for products or services that have already been delivered, completed, downloaded, accessed, customised, produced, or made available.

Where a payment dispute or chargeback is initiated, Phoenix Luxe reserves the right to provide supporting documentation to the payment provider, bank, payment processor, or relevant platform.

This may include but is not limited to:

Order records.
Payment records.
Email correspondence.
WhatsApp or message history.
Project files.
Design drafts.
Report preparation records.
Delivery confirmations.
Download records.
Production records.
Courier records.
Screenshots and communication history.

Fraudulent, abusive, or unreasonable chargebacks may result in future orders being refused.

12. Limitation of Liability

To the maximum extent permitted by applicable law, Phoenix Luxe shall not be liable for any indirect, incidental, consequential, special, emotional, personal, financial, commercial, or business losses arising from the use of any product or service.

Our reports, recommendations, branding services, design services, creative work, consultation, and products are provided for informational, creative, educational, aesthetic, lifestyle, or personal development purposes.

Customers remain solely responsible for their own personal, financial, business, legal, investment, medical, relationship, lifestyle, property, branding, marketing, or other decisions made after receiving or using our products or services.

Phoenix Luxe does not guarantee any specific outcome, income, business result, personal result, relationship result, health result, financial result, spiritual result, or future event.

13. Force Majeure

Phoenix Luxe shall not be responsible for delays, failures, interruptions, losses, or inability to perform caused by events beyond our reasonable control.

Such events may include but are not limited to:

Natural disasters.
Floods, storms, fires, or earthquakes.
Supplier delays.
Manufacturing delays.
Shipping or courier delays.
Customs delays.
Government restrictions.
Public holidays.
Labour shortages.
Internet outages.
Technical failures.
Payment platform disruptions.
Illness, emergencies, or unexpected events affecting service delivery.
Other events beyond our reasonable control.

Where such events occur, Phoenix Luxe will make reasonable efforts to communicate with affected customers and continue fulfilment where possible.

14. Consumer Rights

Nothing in this policy is intended to limit, exclude, or remove any consumer rights that cannot legally be excluded under applicable law.

Where any part of this policy conflicts with mandatory consumer protection laws, the applicable law will prevail only to the extent required.

15. Governing Law

This Return & Refund Policy shall be governed by and interpreted in accordance with the laws of Malaysia.

Any disputes arising from this policy, our products, services, or transactions with Phoenix Luxe shall be subject to the applicable laws and jurisdiction of Malaysia, unless otherwise required by law.

16. Policy Updates

Phoenix Luxe may update, revise, or replace this Return & Refund Policy from time to time to reflect changes in our products, services, operations, legal requirements, or business practices.

The latest version published on this website replaces all previous versions.

Customers are encouraged to review this policy before making a purchase.