Refund policy
PHOENIX RISING PRESS
REFUND & REPLACEMENT POLICY
OVERVIEW
Phoenix Rising Press is a boutique independent publisher committed to delivering high-quality merchandise, print publications, and literary products to our readers and customers. We take immense pride in the craftsmanship, packaging, and presentation of every item we produce and sell.
Because of the handcrafted and limited-edition nature of many of our products, as well as the significant costs associated with production, fulfillment, and shipping, Phoenix Rising Press maintains a strict NO REFUND policy on all purchases, with the sole exception of replacement eligibility for items that arrive completely unusable, as defined and outlined in detail within this policy document.
By completing a purchase through Phoenix Rising Press, its imprints, or any affiliated webstore, the customer acknowledges that they have read, understood, and agreed to the terms set forth in this Refund & Replacement Policy.
SECTION 1: NO REFUND POLICY
1.1 ALL SALES ARE FINAL
All purchases made through Phoenix Rising Press are considered final at the time of transaction. We do not offer refunds, returns, or exchanges under any circumstances, including but not limited to:
• Buyer's remorse or a change of mind after purchase
• Ordering the incorrect item, size, edition, or quantity
• Dissatisfaction with creative content, storyline, or written material
• Differences in perceived color, texture, or appearance compared to product photography (minor variations are inherent to print and handmade goods)
• Delayed delivery due to carrier error, customs processing, or circumstances outside Phoenix Rising Press's control
• Items purchased during a sale, promotion, or at a discounted price
• Digital product downloads or e-books once accessed or downloaded
• Pre-order items that have shipped as described
• Items received as part of a subscription box or bundle
• Gift purchases made on behalf of another party
1.2 PRE-ORDERS
Pre-order purchases are binding transactions. Customers who place pre-orders agree that cancellations and refunds are not available once the order has been confirmed. If a pre-ordered item is significantly delayed beyond the originally communicated window, Phoenix Rising Press will provide updates via email and on our official channels. Delays caused by printing, production, or shipping do not constitute grounds for a refund.
1.3 DIGITAL PRODUCTS
All digital goods—including but not limited to e-books, digital artwork, downloadable PDFs, and digital bonus content—are non-refundable under any circumstances once they have been accessed, downloaded, or the download link has been activated. We strongly encourage customers to review all product descriptions carefully before purchasing a digital item.
1.4 BUNDLES & SPECIAL EDITIONS
Items sold as part of a bundle or special edition package are non-refundable as a whole or in part. Individual components of a bundle cannot be returned separately.
1.5 SUBSCRIPTION BOXES
Subscription box charges are non-refundable once a billing cycle has been processed. Customers wishing to cancel a subscription must do so prior to the next billing date in order to avoid being charged for the following cycle. Cancellation does not entitle the customer to a refund of any previously processed charges.
SECTION 2: REPLACEMENT POLICY
Phoenix Rising Press stands firmly behind the quality of our products. While we do not offer refunds, we are committed to ensuring that every customer receives a product that is functional and usable. In the limited circumstance where an item arrives in a condition that renders it completely unusable, the customer may be eligible for a one-time replacement of that item.
2.1 DEFINITION OF "COMPLETELY UNUSABLE"
For the purposes of this policy, "completely unusable" is defined strictly and narrowly. A product is considered completely unusable only if it meets one or more of the following criteria:
PRINT PRODUCTS (books, novellas, ARCs, special editions):
• Pages are entirely unreadable due to a critical printing error (e.g., completely blank pages throughout, ink so faded the text cannot be read, severe misprints that render large portions of text illegible)
• The binding is so severely damaged upon arrival that the book cannot be opened or held together for reading
• Water or moisture damage so severe that pages are fused together and the book cannot be opened at all
• The wrong item was sent entirely (e.g., a completely different title or product was shipped in place of what was ordered)
MERCHANDISE & PHYSICAL GOODS (eyeshadow palettes, apparel, accessories, candles, art prints, and other non-book items):
• An item arrives completely broken, shattered, or structurally destroyed such that it cannot be used for its intended purpose
• A manufacturing defect renders the item entirely non-functional (e.g., an eyeshadow palette with no product in the pans due to manufacturing failure, a candle with no wick, a garment with both seams completely split open upon first inspection)
• The item received is entirely incorrect (wrong product shipped)
2.2 WHAT DOES NOT QUALIFY FOR REPLACEMENT
The following conditions do NOT meet the threshold of "completely unusable"
and are therefore not eligible for replacement:
• Minor cosmetic damage such as small dents, scuffs, or scratches to packaging or book covers
• Slight warping of book covers or pages due to humidity or transit
• A small number of pages with minor printing imperfections (isolated smudges, light spots, or minor ink variation)
• Dust, minor debris, or small surface marks on merchandise
• Slight color variation between product photos and the received item, as color rendering varies across screens and print runs
• Damaged or torn outer shipping packaging where the product inside remains intact and usable
• Cracked or dented product packaging (e.g., a dented palette outer case) where the product itself remains fully functional and intact
• Items that have been partially used, worn, or opened beyond initial inspection
• Minor sizing dissatisfaction with apparel (please consult size charts carefully before ordering)
• Any damage that occurs after the item has been received and accepted
2.3 HOW TO REQUEST A REPLACEMENT
Customers who believe their item qualifies for a replacement under the above criteria must follow the process outlined below. Failure to follow this process may result in the equest being denied.
STEP 1 — Contact Us Within 7 Days of Delivery
Replacement requests must be submitted within seven (7) calendar days of the confirmed delivery date as reflected in the carrier's tracking system. Requests submitted after this window will not be considered, regardless of circumstance. To initiate a replacement request, contact us at:
Email: admin@phoenix-rising-press.com
Subject: REPLACEMENT REQUEST — [Your Order Number]
STEP 2 — Provide Required Documentation
Your replacement request email must include ALL of the following:
a) Your full name and the email address used at checkout
b) Your order number
c) A clear written description of the damage or defect
d) A minimum of three (3) clear photographs showing:
- The damaged or defective item
- The issue up close
- The outer shipping packaging (showing all sides)
e) Confirmation that the item has not been used beyond initial inspection (for merchandise items)
STEP 3 — Review Period
Once your request is received with all required documentation, our team will review it within five (5) to seven (7) business days. We may follow up with additional questions. Incomplete submissions will not be processed until all required information is provided, and the seven-day window will not be paused or extended during this time.
STEP 4 — Decision & Replacement Fulfillment
If your replacement request is approved, Phoenix Rising Press will ship a replacement item at no cost to the customer. Replacements are subject to current inventory availability. In the event that the identical item is no longer available, Phoenix Rising Press may, at its sole discretion, offer a store credit of equivalent value as an alternative resolution. Replacements will be shipped to the original delivery address on file. Address changes cannot be accommodated for replacement shipments.
2.4 REPLACEMENT LIMIT
Each unique order is eligible for a maximum of one (1) replacement per item. Replacements are provided at no charge when approved. Replacement items are subject to the same Refund & Replacement Policy as original purchases and are not eligible for further replacement or refund.
2.5 ITEMS DAMAGED BY THE CARRIER
Phoenix Rising Press takes great care in packaging all orders to withstand standard shipping conditions. However, once an order has been handed to the shipping carrier, responsibility for transit handling passes to that carrier. If there is clear evidence that a carrier caused catastrophic damage resulting in the item being completely unusable (and this is supported by photographic documentation), Phoenix Rising Press will evaluate the case on an individual basis. We strongly encourage customers to photograph their packages before opening them if any external damage is visible upon delivery.
SECTION 3: ORDER ERRORS MADE BY PHOENIX RISING PRESS
3.1 INCORRECT ITEMS SHIPPED
If Phoenix Rising Press ships an entirely incorrect item — meaning a product that is completely different from what was ordered — the customer is entitled to receive the correct item at no additional cost, provided the error is reported within seven (7) calendar days of confirmed delivery. This process follows the same documentation and contact steps outlined in Section 2.3.
3.2 MISSING ITEMS FROM AN ORDER
If an item is missing from a multi-item order, the customer should contact us at admin@phoenix-rising-press.com within seven (7) calendar days of delivery with their order number and a description of the missing item(s). We will investigate and, if the omission is confirmed, ship the missing item at no additional charge. We are unable to investigate missing item claims submitted beyond the seven-day reporting window.
SECTION 4: SHIPPING, TRACKING & LOST PACKAGES
4.1 SHIPPING RESPONSIBILITY
Phoenix Rising Press is not responsible for packages that are lost, stolen, or delayed once they have been dispatched to and accepted by the shipping carrier. All orders are fulfilled with tracking, and customers are encouraged to monitor their tracking information actively.
4.2 PACKAGES MARKED AS DELIVERED
If a package is marked as delivered by the carrier but the customer reports non-receipt, Phoenix Rising Press recommends the following steps before contacting us:
• Check with neighbors, household members, building managers, or any other location where a package may have been left
• Allow 24–48 hours, as carriers sometimes mark packages as delivered slightly before physical delivery
• File a report with the shipping carrier directly using your tracking number
Phoenix Rising Press is not liable for packages confirmed as delivered by the carrier. We are unable to issue replacements or store credits for packages that have been marked as delivered by the carrier.
4.3 ADDRESS ACCURACY
The customer is solely responsible for providing a complete and accurate shipping address at checkout. Phoenix Rising Press is not responsible for orders shipped to an incorrect address provided by the customer. We are unable to offer replacements, re-shipments, or credits for orders lost as a result of an incorrectly entered address.
4.4 INTERNATIONAL ORDERS & CUSTOMS
International customers are responsible for any customs duties, import taxes, or fees assessed by their country's customs authority. Phoenix Rising Press does not cover these costs and will not issue refunds or replacements if a package is seized, delayed, or returned due to customs complications.
SECTION 5: CHARGEBACKS & PAYMENT DISPUTES
5.1 CHARGEBACK POLICY
By completing a purchase with Phoenix Rising Press, customers agree to contact us directly at admin@phoenix-rising-press.com to resolve any issues before initiating a chargeback or payment dispute through their financial institution.
Filing a chargeback without first contacting Phoenix Rising Press is a violation of this policy. In the event of an unjustified chargeback, Phoenix Rising Press reserves the right to:
• Dispute the chargeback with full documentation of the transaction, shipping, and delivery records
• Permanently ban the customer from future purchases
• Pursue recovery of the disputed funds and any associated fees through available legal means
We are a small independent press and fraudulent chargebacks cause significant harm to our business. We ask that all customers act in good faith and communicate with us directly before involving payment processors.
SECTION 6: POLICY MODIFICATIONS & DISCRETIONARY EXCEPTIONS
6.1 RIGHT TO MODIFY THIS POLICY
Phoenix Rising Press reserves the right to update, amend, or modify this Refund & Replacement Policy at any time without prior notice. The most current version of this policy will always be available on our official website. It is the customer's responsibility to review the policy prior to making a purchase. The policy in effect at the time of purchase governs that transaction.
6.2 DISCRETIONARY EXCEPTIONS
Phoenix Rising Press operates on a strict no-refund basis, and exceptions are not made as a matter of course. However, we recognize that extraordinary and unforeseen circumstances may arise on rare occasions. Any exception to this policy is made solely at the discretion of Phoenix Rising Press management and does not constitute a precedent or obligation to make similar exceptions in the future. The granting of an exception in one case does not entitle any other customer to the same treatment.
SECTION 7: CONTACT INFORMATION
For any questions, concerns, or to submit a replacement request, please reach out to our team. We are a small, passionate team and we genuinely care about our customers and their experience with our press.
Email: support@phoenix-rising-press.com
Website: www.phoenix-rising-press.com
Response: Please allow 3–5 business days for a response to all inquiries.
We ask that all communications remain respectful. Abusive or threatening correspondence will not be entertained and may result in the forfeiture of any otherwise eligible replacement claim.
ACKNOWLEDGMENT
By purchasing from Phoenix Rising Press, the customer confirms that they have read this Refund & Replacement Policy in full, understand its terms, and agree to be bound by them. If you do not agree with this policy, please do not complete your purchase.
Thank you for supporting Phoenix Rising Press and the authors we champion. Every purchase helps independent publishing thrive.
— The Phoenix Rising Press Team
Phoenix Rising Press | admin@phoenix-rising-press.com
This policy was last updated: March 9, 2026