Refund policy

Refund & Return Policy

Last Updated: October 2, 2026

Our Phoenix Rise is a brand of Go Hard Gaming Discord LLC. We want you to be happy with the quality of your items. Because we work on a made-to-order model, this policy is designed to protect both our customers and the quality of our products.

1. All Sales Final (Made-to-Order)

Every item at Our Phoenix Rise is made specifically for you after you order. Because of that, we do not accept returns or exchanges for change of mind, buyer's remorse, or choosing the wrong size. Please review the size charts and product details on each product page, and double-check your order before you complete your purchase.

2. Damaged, Defective, or Incorrect Items

If your item arrives misprinted, damaged, defective, or isn't the item you ordered, we will make it right. You must report the issue within 30 days of the delivery date.

To report a problem:

  1. Email helpcenter@ourphoenixrise.com with your order number.
  2. Include clear photos of the damage or misprint. For items damaged in shipping, please also include a photo of the package and shipping label.
  3. Once we confirm the problem, we will send a free replacement, and you can keep the original item.

Photos are required. We can't process a claim without them. If the problem can't be confirmed from your photos, we may ask for more photos or ask you to return the item for inspection.

Claims do not cover normal wear and tear, or damage caused by misuse or by not following the care instructions (for example, washing in hot water or using bleach). We review every claim, and the final decision is ours.

3. Cancellations

You may request a cancellation within 24 hours of placing your order. After 24 hours, your order goes to production, and we can't stop it or issue a refund.

4. Contact Us

If you have a problem with your order, reach out and we'll make sure you receive exactly what you ordered.

Do not send items to our business address. Returns are accepted only after a claim is approved. If a return is needed, we will email you the return address and instructions. Packages sent without approval cannot be accepted or refunded.

5. U.S.-Only Shipping & Claims

We currently ship to, and accept claims from, customers in the United States only.