Refund policy

Refund & Return Policy

Thank you for shopping with Pheni. If something is not right with your order, we will make it right. Below you will find our return window, the conditions an item must meet, how to start a return, who pays for shipping, and how refunds are processed. Please read it before ordering; by completing checkout you acknowledge this policy.

How Long You Have to Return an Item

You may return most items within 90 days of the delivery date for a refund or an exchange. The delivery date is the date shown in the carrier's tracking record. Return requests submitted after this period cannot be accepted, except where a longer period is required by law.

Exceptions

Some products are excluded from our standard return policy. Unless they arrive damaged, defective or incorrect, we cannot accept returns of underwear, swimwear and hosiery, and any apparel with the hygiene liner or tags removed; gift cards; digital products; personalized items; and products clearly identified as final sale at checkout. Nothing in this section limits your rights in relation to faulty goods.

Return Conditions

To be eligible for a return, an item must be:

  • unused, unworn and unwashed, in the same condition in which you received it;
  • in its original packaging, with all tags, labels, accessories and protective materials included;
  • accompanied by proof of purchase (your order number or order confirmation email).

Items returned damaged, incomplete, or showing signs of use beyond what is needed to inspect them may be refused or refunded only in part, in proportion to the loss in value.

Changing or Cancelling Your Order

You may cancel your order free of charge at any time before the order ships. Email support@pheni-us.com with your order number and the word "cancel"; there is no cost to you for cancelling. Cancelled orders are refunded in full within 7 business days. Once an order has been handed to the carrier it can no longer be cancelled, but you can return it under this policy after it arrives.

Who Pays for Return Shipping

You never pay to return an item to Pheni: return shipping within 90 days of delivery is on us. Once your return is authorized we email you a prepaid label. The refund covers the full product price; the outbound shipping fee, if you paid one, is also refunded when the return is caused by our error.

Requesting a Return

To start a return:

  1. Fill in our return form or email support@pheni-us.com with your order number and the reason for the return. We reply within 2 business days with a return authorization and instructions.
  2. Pack the item securely in its original packaging and include your order number inside the parcel.
  3. Ship it to the address confirmed in your authorization. Our returns address is 2234 East Oak Street, Phoenix, AZ 85006-2051, United States.

Please do not send an item back without a return authorization: unauthorized parcels can be delayed or refused. Keep your shipping receipt and tracking number until the refund is issued.

Refunds

We process refunds 5–10 business days after we receive and inspect the item and notify you by email when the refund is sent. The money goes back to the payment method used at checkout; we cannot refund to a different card or account. Where you cancel before shipment or we cannot ship your order, the refund is issued within 7 business days in accordance with 16 CFR Part 435. Your card issuer may then take several business days to post the credit; timing varies by bank and by country, and international refunds can take up to two statement cycles. If you have not seen the refund after 15 business days, let us know and we will provide the transaction reference.

Exchanges

If you would prefer a different variant, we are happy to exchange it. Request the exchange through the return form or by email within 90 days of delivery; the item must meet the return conditions above. The replacement is dispatched once we receive the tracking number of the returned parcel. Where the requested item is unavailable, we issue a refund. Any price difference is settled before the replacement ships.

Out-of-Stock and Unfulfilled Orders

If an item becomes unavailable after you order, or we are unable to ship within the time promised, we will notify you promptly with a revised shipping date or, if we cannot give one, an explanation. You may then choose to wait, accept a substitute, or cancel for a full refund; if you do not agree to a delay, the order is cancelled and refunded within 7 business days.

Warranty and Legal Rights

We stand behind what we sell. If a product develops a manufacturing defect within 12 months of delivery, we will repair it, replace it or refund it — our choice, based on what solves the problem fastest. Wear and tear, accidents, misuse and modifications are excluded. This limited warranty is in addition to any rights you have under the law of your state, which may vary; nothing here reduces those rights. Warranty claims go to support@pheni-us.com.

Damaged, Defective or Incorrect Items

Please inspect your order on delivery. If an item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at support@pheni-us.com with your order number and clear photos of the item and the packaging. We will offer, at your choice, a free replacement or a full refund including any shipping charges, and we will cover the cost of returning the item if we need it back. Reports made after 7 days are still reviewed, but it becomes harder to establish that the damage occurred in transit.

Your Acknowledgement

This policy is linked in the footer of every page, on the product pages and at checkout. By placing an order on pheni-us.com you confirm that you have read and agree to this Return and Refund Policy, including the return window, the conditions, who pays return shipping and how refunds are issued.

Questions

Questions about a return or refund? Email support@pheni-us.com or use the contact form. Support is available Monday to Friday, 9:00 AM – 6:00 PM (Mountain Time (MT)) and we reply within 2 business days. Pheni · 2234 East Oak Street, Phoenix, AZ 85006-2051, United States.

This policy was last updated on September 18, 2026. We may update it from time to time; the version published at the time of your order applies to that order.