Return & Refund Policy

Return & Refund Policy

Last Updated: September 23, 2026

Thank you for shopping with PHEENN.

PHEENN is operated by Chengdu Rongchuang Zhiyun Technology Co., Ltd. We want customers to feel confident when shopping with us. This Return & Refund Policy explains the conditions and procedures for returns, refunds, exchanges, damaged or incorrect products, and order cancellations.

Please review this policy before making a purchase.

1. 30-DAY RETURN POLICY

Eligible products may be returned within 30 days after delivery.

To be eligible for a return, you must contact us within 30 days from the date your order is shown as delivered.

Return requests submitted after the 30-day period may not be accepted unless otherwise required by applicable law.

Before returning any product, please contact our customer support team at:

Email: service@pheenn.com
Phone: +852 7455701

Please include your order number and the reason for your return.

Do not send products back without first contacting us and receiving return instructions.

2. RETURN ELIGIBILITY

Unless the item is defective, damaged, or incorrect, returned products should generally:

  • Be returned within 30 days after delivery

  • Be in their original or reasonably acceptable condition

  • Be unused or only inspected to the extent reasonably necessary

  • Include relevant accessories, components, manuals, and parts

  • Include the original packaging where reasonably possible

  • Not show damage caused by misuse, improper handling, or unauthorized modification

We reserve the right to review the condition of returned products before approving a refund.

3. HOW TO REQUEST A RETURN

To request a return, please contact:

Customer Support Email:
service@pheenn.com

Phone:
+852 7455701

Please provide:

  • Your full name

  • Your order number

  • The product you wish to return

  • The reason for the return

  • Relevant photos or videos if the product is damaged, defective, or incorrect

Our customer service team will review your request and provide the appropriate return instructions.

Please do not return a package without contacting us first.

4. RETURN ADDRESS

Approved returns should be sent according to the instructions provided by our customer service team.

Our return address is:

Chengdu Rongchuang Zhiyun Technology Co., Ltd.

Room 201-2, 2nd Floor, Building 50, No. 888, Section 2, Chenglong Avenue,
Chengdu Economic and Technological Development Zone (Longquanyi District),
Chengdu, Sichuan Province, China

Please contact service@pheenn.com before sending any return.

Unauthorized returns may experience delays in identification, inspection, or refund processing.

5. RETURN SHIPPING COSTS

Returns Due to Change of Mind

If you return an eligible product because you changed your mind, selected the wrong item, ordered the wrong size or quantity, or no longer want the product, you may be responsible for the return shipping cost unless otherwise required by applicable law.

Original shipping charges may not be refundable unless required by law.

Damaged, Defective, or Incorrect Products

If the product you receive is:

  • Damaged during delivery

  • Defective

  • Significantly different from the item ordered

  • The wrong product

  • Missing essential components

please contact us as soon as possible.

Where the issue is confirmed to be our responsibility, we will provide an appropriate resolution, which may include a replacement, refund, or other remedy.

6. DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives damaged or appears defective, please contact us promptly at service@pheenn.com.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photos of the product

  • Photos of the packaging where relevant

  • A video demonstrating the issue where reasonably necessary

Please keep the product and packaging until our customer service team has completed its review.

Depending on the circumstances, we may offer:

  • A replacement

  • A refund

  • A partial refund

  • Another appropriate solution

The appropriate resolution will depend on the nature of the issue and applicable law.

7. INCORRECT OR MISSING ITEMS

If you receive the wrong item or an essential item is missing from your order, contact us at:

service@pheenn.com

Please include:

  • Your order number

  • A photo of the products received

  • A photo of the shipping package

  • A description of what is missing or incorrect

After reviewing the information, we will provide an appropriate resolution.

8. NON-RETURNABLE ITEMS

Certain products may not be eligible for return where permitted by applicable law.

These may include:

  • Products that have been significantly used

  • Products damaged by misuse or improper care

  • Products modified or altered after delivery

  • Products missing essential parts due to customer handling

  • Products returned after the applicable return period

  • Certain hygiene-sensitive or personal-use products once opened or used, where legally permitted

  • Gift cards or similar non-physical items, if offered

  • Products specifically identified as final sale, where permitted by law

This section does not limit any rights you may have under applicable consumer protection law.

9. RETURN INSPECTION

When we receive a returned product, it may be inspected to confirm:

  • The returned item matches the original order

  • The product meets the applicable return conditions

  • All relevant components are included

  • The item has not been damaged through misuse or unauthorized modification

We will notify you regarding the status of your return when the review has been completed.

10. REFUNDS

If your return is approved, the applicable refund will generally be issued to the original payment method used for the purchase.

Refund processing time may vary depending on:

  • Your bank

  • Credit or debit card issuer

  • Payment provider

  • Payment method

After we submit a refund, financial institutions may require additional business days to make the funds available in your account.

These processing times are controlled by the payment provider and are outside our direct control.

11. PARTIAL REFUNDS

In certain circumstances, a partial refund may be appropriate where permitted by applicable law.

Examples may include:

  • Products returned with missing non-essential components

  • Products showing handling beyond what is reasonably necessary to inspect them

  • Products returned in a materially different condition from when delivered

  • Situations where a partial refund is mutually agreed as a customer service resolution

Any deduction will depend on the condition of the product and the circumstances of the return.

12. EXCHANGES

If you wish to exchange a product, please contact us at service@pheenn.com.

Exchange availability may depend on:

  • Product availability

  • Stock levels

  • The condition of the original product

  • The reason for the exchange

  • Delivery destination

Depending on the circumstances, we may arrange an exchange directly or request that the original item be returned before a replacement is issued.

13. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

Orders may generally be eligible for cancellation when:

  • The cancellation request is submitted within 48 hours after the order is placed, and

  • The order has not already been processed, fulfilled, or shipped

Please contact:

Email: service@pheenn.com
Phone: +852 7455701

Include your order number whenever possible.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In that situation, you may need to wait until the order is delivered and request a return according to this policy.

14. REFUNDS FOR CANCELED ORDERS

If an eligible order is successfully canceled before shipment, the applicable payment will generally be refunded to the original payment method.

The time required for the refund to appear in your account depends on your bank or payment provider.

15. ADDRESS ERRORS AND UNDELIVERABLE PACKAGES

Customers are responsible for providing accurate and complete shipping information during checkout.

If you notice an incorrect shipping address, contact us immediately.

If an order has not yet been processed or shipped, we will make reasonable efforts to update the address.

Once the order has been dispatched, we may not be able to modify the delivery address.

If a package is returned because of:

  • An incorrect address

  • An incomplete address

  • Refusal of delivery

  • Failure to collect the package

  • Other customer-related delivery issues

additional shipping charges may apply before the order can be resent.

Any refund eligibility will depend on the circumstances and applicable law.

16. LOST PACKAGES

If tracking information shows unusual delays or you believe your package may be lost, please contact us at:

service@pheenn.com

Please provide your order number.

We may review the tracking information and, where appropriate, contact the shipping provider or logistics partner.

If the package is confirmed as lost, we will provide an appropriate resolution based on the circumstances.

17. DELIVERY MARKED AS DELIVERED

If tracking shows that your package has been delivered but you cannot locate it, please first:

  • Check around the delivery location

  • Check with household members

  • Check with neighbors where appropriate

  • Check reception, mailrooms, parcel lockers, or building management

  • Contact the delivery carrier where applicable

If you are still unable to locate the package, contact service@pheenn.com with your order number.

We will review the available information and assist where reasonably possible.

18. REFUSED OR UNCLAIMED PACKAGES

If a customer refuses delivery or fails to collect a package, the shipment may be returned to the sender or logistics facility.

Refund eligibility for refused or unclaimed packages will depend on:

  • Whether the package is successfully returned

  • The condition of the returned product

  • Shipping and handling costs incurred

  • Applicable consumer protection laws

Please contact us before refusing a delivery whenever possible.

19. CHARGEBACKS AND PAYMENT DISPUTES

If you experience a problem with your order, we encourage you to contact our customer service team first.

We will make reasonable efforts to resolve legitimate order, product, delivery, return, and refund issues.

Submitting a payment dispute does not automatically replace the return or refund procedures described in this policy.

Nothing in this section limits any rights available to you under applicable law or through your payment provider.

20. CONSUMER RIGHTS

This Return & Refund Policy does not limit any mandatory rights that customers may have under applicable consumer protection laws.

If applicable law provides you with greater rights than those described in this policy, those legal rights will apply.

21. CHANGES TO THIS POLICY

We may update this Return & Refund Policy from time to time to reflect changes in:

  • Our business practices

  • Shipping procedures

  • Products

  • Customer service procedures

  • Legal or regulatory requirements

When changes are made, we may update the Last Updated date at the top of this page.

The version in effect at the relevant time will apply subject to applicable law.

22. CONTACT US

If you have questions about returns, refunds, exchanges, cancellations, damaged products, incorrect orders, or other after-sales matters, please contact us.

Brand Name:
PHEENN

Legal Company Name:
Chengdu Rongchuang Zhiyun Technology Co., Ltd.

Customer Support Email:
service@pheenn.com

Phone:
+852 7455701

Business Address:
Room 201-2, 2nd Floor, Building 50, No. 888, Section 2, Chenglong Avenue,
Chengdu Economic and Technological Development Zone (Longquanyi District),
Chengdu, Sichuan Province, China

Return Address:
Room 201-2, 2nd Floor, Building 50, No. 888, Section 2, Chenglong Avenue,
Chengdu Economic and Technological Development Zone (Longquanyi District),
Chengdu, Sichuan Province, China

Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM (Hong Kong Time)

Response Time:
We aim to respond within 24–48 business hours.

For faster assistance regarding an existing order, please include your order number whenever possible.

Thank you for choosing PHEENN.