Our commitment to your satisfaction with every purchase
Due to the fragile and legally sensitive nature of glass products, we do not accept returns. However, we offer free replacements for incorrect, defective, or broken items when reported within 48 hours of delivery.
Email us at phoenix@hfglasspipe.com within 48 hours of delivery
Include a clear photo showing the incorrect item next to your package with the shipping label visible
Once we confirm the error, we'll ship the correct item at no additional cost
Contact us immediately at phoenix@hfglasspipe.com upon discovery
Include clear photos or videos showing:
Once we confirm the defect, we'll offer:
5-7 business days after approval
Refund to original payment method
Additional processing time may be required by your financial institution
We appreciate your patience during the refund process. The timeline depends on banking institutions and is beyond our control once initiated.
Our replacement policy applies only to purchases made directly through phoenixstarglass.com
If you purchased a PhoenixStar product through:
Please contact the retailer directly for any issues. We cannot process replacements or provide support for items not purchased on our official website.
All claims must be submitted within 48 hours of delivery confirmation
Claims without proper photos/videos cannot be processed
This policy does not apply to wholesale purchases
Only purchases from phoenixstarglass.com are covered
Our support team is here to help with any questions about our return and replacement policy.
Response Time: Within 24 business hours
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