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Refund policy

Returns
1. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
We don't offer if you changed your mind on buying it.
Only exclusion is if we did not shipped item to you yet & it's still processing.

2. To be eligible for a return or exchange, your product must be defective upon arrival.

In the events where the product received comes with manufacturing defects, buyers are entitled to request for a product replacement within 30 days of receiving the item. To request for a replacement, buyers are required to provide video evidence of the product's manufacturing defects to support@phenomhouse.com. If the case is deemed valid, we will cover related cost to deliver a replacement!

**Please also include your invoice number/order number for us to match up your order in the system

*** Please enclose in the return package, your order info and state clearly if you would like a replacement or refund.

The following information is needed as evidence for us to process your request quicker:

1) Order number
2) Your email address you used to order
3) Return shipment tracking number
4) Reasons for return

3. Please send the information to us via email at support@phenomhouse.com. You should also enclose it in your returned package for us to match your order. Without the evidence, your package maybe recognized as unidentified mail.

4. Refunds (if applicable)
Once your return is received and inspected. We will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Alternatively, the credit can be applied via form of an electronic gift card of equivalent value.

5. Late or missing refunds (if applicable)
If you haven’t received a refund yet, these are the steps you can take to check it out:

Please check your bank balance again, transactions may have been delayed.
Contact your credit card company, it may take some time before your refund is officially posted, as it may take up to 3-5 business days for them to process the credit.
Next contact your bank. There is often some processing time before a refund is posted.
Please contact us at support@phenomhouse.com should you have further questions.

6. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
ALL SALES ARE FINAL! CANCELLATION AND MODIFICATION AFTER AN ORDER IS MADE IS NOT GUARANTEED!
Strictly no returns or exchanges and refund unless there are defect(s) in the product(s).
7. If you have a question, contact us at support@phenomhouse.com.
8. We only replace items if they are defective or damaged.
If your order contains multiple items, we will ONLY refund for the defective part, not the whole order.
Shipping fee will NOT be refundable once item has shipped.
9. Any unsuccessful delivery due to any customers' mistakes on shipping address or customers' unavailability, any loss of products due to the security of customers' living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund.

10. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

11. Additional non-returnable items:
Gifts & Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original

12. Next contact your bank or PayPal. There is often some processing time before a refund is posted.

13. Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@phenomhouse.com and send your item to address, indicated by us.

14. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
15. To return your product, you should mail your product send your item to address, indicated by us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

16. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

17. PhenomHouse is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it, you must contact the United States Postal Service directly at 1-800-ASK-USPS® (1-800-275-8777). Any lost, stolen, or damaged packages must be reported as a claim to USPS.

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