Return Policy and Shipping Policy
Phoenix will accept returns and provide a full refund on unused products and/or accessories that are returned within fourteen (14) days of the original purchase date. Additionally, pre-filled cartomizers and e-Liquid may only be exchanged within thirty (30) days of the original purchase date as long as they remain in their factory-sealed wrapping.
Phoenix will not accept returns or exchanges on any products and/or accessories that have been opened, used, tampered with or are otherwise unfit for resale. Any used, non-defective or untested rechargeable electronic cigarette battery may be exchanged at any time for a 50% discount on a new battery of the same model. If a product being returned for an exchange has been discontinued since the original time of purchase, Phoenix reserves the right to exchange the product towards the purchase price of a new product which is similar or issue a refund of the original product value.
Phoenix reserves the right to deny any return and/or exchange that does not meet the aforementioned criteria. All approved returns and/or exchanges require a Return Merchandise Authorization. In order to return or exchange a product, complete contact information must be provided—including your full legal name, mailing address, phone number and/or email address. A receipt must be provided to obtain a return or exchange.
For information regarding product warranties, please review our Warranty Policies.
HOW TO MAKE A PRODUCT RETURN OR EXCHANGE IN-STORE
To return or exchange a product via a Phoenix Retail Store Location, please speak with a sales member at any Phoenix Retail Store Location. The sales member will verify the return or exchange complies with our Warranty Policy and/or Return Policy and will assist you through the process.
HOW TO MAKE A PRODUCT RETURN OR EXCHANGE ONLINE
To return or exchange a product via the Phoenix website (www.ivapephoenix.com), a Return Merchandise Authorization (RMA) form must be filled out in its entirety and submitted to contact href="mailto:firstname.lastname@example.org".
Once approved, an RMA number will be issued for the product return or exchange. An RMA number is required for all product returns and/or exchanges. Any products shipped to the Phoenix Warehouse for a return or exchange which do not have prior authorization in the form of an RMA number will be refused—no exceptions.
RETURNING OR EXCHANGING DEFECTIVE OR DAMAGED PRODUCTS
Any product(s) returned are subject to an evaluation period of up to three (3) hours when brought to a Phoenix Retail Store Location or up to three (3) business days from the receipt of the product(s) if shipped to the Phoenix Warehouse. This evaluation will be used to determine the cause of the failure, as well as to determine if the return constitutes a warranty claim.
Please review our Warranty Policies for more information regarding warranty claims.
No refund or exchange will be issued until the evaluation has been completed so as to allow Phoenix sufficient time to determine the cause of the issue, provide feedback to our manufacturers and/or shipping companies. If you received a damaged product due to shipping, you must notify us within 72 hours of receiving the shipment in order for us to file a claim with the carrier.
If you would like a replacement product to be shipped to you in exchange for a product before you return the product originally purchased, you may order a new product and a refund will be issued on the original product once the Phoenix Warehouse has received the original product and conducted an evaluation. Please note, replacement products are only provided for the same product model; substitutions and/or upgrades are not available. If a product being exchanged has been discontinued and is no longer available, the value of the original product will be applied towards the purchase of a new, comparable product model.
SHIPPING PRODUCTS FOR A RETURN OR EXCHANGE
Phoenix is not responsible for packages lost or damaged in transit which contain products approved for a return and/or exchange. Please ship any products for return and/or exchanges with a delivery confirmation or other means of delivery tracking. Orders placed on which received free shipping are not eligible for prepaid return shipping.
Customers who request a refund when returning a product after receiving an RMA number will receive a credit memo once the refund has been processed. This credit memo is not an in-store credit, but simply a receipt for your own records. Phoenix will refund your credit card for the amount issued on the credit memo. While Phoenix tries to process credit returns as timely as possible—typically within five (5) business days—please allow for up to thirty (30) days for your refund to appear on the your account statements.
As a benefit to our customers, Phoenix occasionally offers bulk discounts and promotional discounts on certain products. When a product is returned after being purchased at a bulk discount or promotional discount, you will receive a refund of the original discounted purchase amount.
For example, if you a purchase a product and receive a bulk discount of $15 on an order of $50 or more, and then choose to return that order, you would receive $35 (minus any applicable restocking fees).