Returns and Exchanges

How do I return or exchange my products?

We at Phoenix strive to give you a quality product of your choice. However, if you receive an incorrect / damaged product, you can mail us at returns@merchofashes.com and mail the product to us at the following address.

Techonesia
LGF-01,
Khazana Complex,
Aashiana,
226012,
Lucknow,
Uttar Pradesh,
India

Please don’t forget to mention your contact details and Order number.

Items will have to be unused and returned in their original packaging within 15 days of delivery.

*International orders are not eligible for return / exchange unless an incorrect product has been delivered.

*Face Masks are not eligible for return/exchange as they are items of hygiene and personal use. Only in the case of a damaged product, face masks are eligible for a replacement. Else there is no return policy on them.

What is Phoenix’s Exchange Policy?

You can send it back to us within 15 days of the delivery. We will either replace it with another product of the same value, or offer credit on a future purchase in the form of a Phoenix voucher.

How do I send the product back?

You can send it back to us via a cost-effective courier company or registered post.

Can Phoenix arrange for the product to be picked up from my address?

Reverse pickup will be arranged only in the following conditions.

  • Product damaged when received
  • Product is defective in any way

Will I have to pay for returning the products?

Yes, you will have to bear the postal charges for sending your products back to us(except of conditions when the product is defective/damaged).

I have received a wrong / defective product. How do I proceed?

Please send us images of the product at support@merchofashes.com and our Customer Care Executive will get back to you. We will arrange for a reverse pickup and once we have received the product, we will reimburse you in the form of a Phoenix voucher/in the same method of payment.

Can I get a refund on a cancelled order?

Refund will be processed through same mode within 10 working days. Customer can cancel the order within until the order has been fulfiled/shipped.

If you have any further questions about the return/exchange policy then please contact us at support@merchofashes.com