What if my package is damaged?

If your parcel arrives damaged in transit, take these steps for a quick resolution.

Immediate Actions

• Inspect the package before the courier leaves, if possible.
• Reject the damaged parcel from the courier to prevent acceptance issues.

Next Steps (If Unable to Intercept)

• Document the damage with clear photos of the exterior, interior, contents, and any courier markings.
• Contact customer service immediately via support ticket or email customerservice@phoeniciaessence.com. Provide your order number, photos, and courier details.
• Report promptly—claims must be submitted within 30 days of delivery or they may be denied.

Resolution Process

• Return the defective device to us for inspection.
• Once received, we usually resolve by shipping a replacement or issuing a full refund within 1-3 business days.