Return & Refund Policy

Last updated: September 8, 2026

This policy uses a return ticket rather than a one-size-fits-all label. Complete the ticket before sending anything to Phodence. It applies to purchases through phodence.com and does not limit consumer rights that cannot be waived. Open a request by emailing support@phodence.com.

Ticket field A — request date

Our current operating default allows a return request within 30 calendar days after delivery. Include the order number, item, reason, and supporting photographs when the product arrived damaged, defective, incorrect, or incomplete.

Ticket field B — authorization number

Wait for return authorization, packing directions, and the designated destination. That location may differ from the outbound label. An unapproved parcel can be delayed, refused, or routed incorrectly. When instructed, use tracked transport and retain the receipt.

Ticket field C — condition record

For a preference return, the item should be unused, unaltered, unwashed, and unassembled where reasonably possible, with all parts, accessories, cables, hardware, manuals, tools, protective material, and original packaging. Wearable goods should be tried only for fit over clean clothing and remain free from washing, odor, marks, or use. Proof of purchase is required. Incomplete contents, customer-caused damage, use, or inadequate packing may lead to refusal or a reduced refund where permitted.

Inspection box: portable power and heated wearables

Disconnect or remove the power source as instructions require. Do not wash an item intended for a preference return. Stop using or charging a unit that is swollen, leaking, unusually hot, wet, impacted, frayed, or otherwise damaged. Describe the event and keep the product away from heat and moisture while waiting for directions. Battery transport rules may determine the available return route.

Inspection box: fans, lighting, plugs, and controls

Do not energize, alter, install, or wall-mount goods that arrived damaged, incomplete, or inconsistent with the ordered variant. Photograph plugs, wires, sockets, controls, mounting hardware, labels, and packaging when relevant. Do not drill new holes or modify parts after a problem becomes visible.

Inspection box: desks, vanities, mirrors, and glass

Before assembly, count pieces and inspect panels, finishes, glass, mirrors, frames, drawers, wiring, fasteners, and hardware. Stop when an issue is found and preserve edge guards, foam, cartons, and inserts. Because large returns may involve multiple cartons, weight, and protective packaging, photographs help identify whether a component, replacement, collection, refund, or another solution fits the case.

Resolution code DWI — damaged, wrong, or incomplete

Contact us as soon as practical and, where possible, within 48 hours after delivery. Keep packaging and components. Following review, the outcome may be a missing part, replacement component, replacement item, repair option, refund, or another remedy required by law. Suitable return costs are covered when required for goods that arrived defective, damaged, materially misdescribed, or incorrect.

Resolution code PREF — preference return

For an eligible preference return, the customer generally pays actual return transport. If we provide a label or collection service, that cost may be deducted from the refund where lawful. Original delivery charges are refunded only when our error or applicable law requires it. Packaging must protect fragile, electrical, battery-powered, wearable, and furniture items for the full return route.

Ticket exclusions

Preference returns are not accepted for gift cards, customized or personalized goods, hazardous materials, items marked final sale where lawful, or goods that cannot be safely resold because they were used, washed, altered, damaged after delivery, substantially assembled beyond inspection, or returned incomplete. These exclusions do not remove remedies for defective, damaged, materially misdescribed, or incorrect goods.

Exchange box

An eligible preference exchange is normally handled as an authorized return followed by a separate order. Do not place a duplicate order for a damaged or incorrect item before review, because doing so can create overlapping charges or shipments.

Cancellation box

Contact us immediately to request a change or cancellation. We will try to intercept the order, but cannot guarantee success after processing begins. Once dispatched, it follows this return-ticket process.

Refund box

We inspect an authorized return after arrival and communicate the decision. Approved refunds are issued to the original payment method, typically within 10 business days after approval. Financial institutions may require additional posting time. If 15 business days have passed since approval, contact the bank or processor and then send the order number and approval message to support@phodence.com.