Refund policy
We want every Fenix Society order to arrive correctly and in excellent condition. Please review the following requirements before requesting a return, exchange, or refund.
30-Day Return Period
Eligible merchandise may be returned within 30 days of confirmed delivery.
All returns require advance authorization from Fenix Society. To request authorization, email contact@fenixsociety.us with your order number, the merchandise being returned, the reason for the return, and your requested resolution.
Return Eligibility
To qualify for a voluntary return or exchange, merchandise must:
- Remain completely unopened in its original sealed product packaging
- Be unused, unworn, unwashed, and unaltered
- Include all original tags, labels, accessories, and packaging
- Be accompanied by an order number or other proof of purchase
Opening the outer shipping box or mailing envelope does not make a product ineligible. “Unopened” refers to the individual product’s sealed retail packaging.
Once the individual product packaging has been opened, the product cannot be returned or exchanged because of size, fit, preference, or a change of mind.
Full-Price Merchandise
Eligible full-price merchandise may be returned for a refund to the original payment method, store credit, or an exchange.
Using a general promotional or First Watch discount code does not automatically make a full-price product a sale item unless the promotion specifically states otherwise.
Sale, Closeout, and Final-Sale Merchandise
Merchandise explicitly identified as “Sale” at the time of purchase may be returned unopened for store credit or exchanged for another available item. Sale merchandise is not eligible for a refund to the original payment method.
Merchandise clearly identified as “Closeout” or “Final Sale” before purchase cannot be returned or exchanged.
Defective, damaged, or incorrectly fulfilled merchandise remains eligible for review regardless of sale status.
Size and Fit Exchanges
Size and fit exchanges are accepted only when the individual product packaging remains completely unopened.
Customers are responsible for purchasing their own trackable return shipping. After an approved return is received and inspected, Fenix Society will provide one standard outbound shipment for the replacement item at no additional charge.
Replacement sizes and products are subject to availability. If an approved replacement is unavailable, the customer may choose a refund or store credit. Sale merchandise remains eligible for store credit only.
Please review the product description, sizing information, and garment measurements carefully before ordering.
Return Shipping
Customers are responsible for purchasing their own return postage for voluntary returns and exchanges.
Original shipping charges are nonrefundable unless the return resulted from a Fenix Society error. If an order originally qualified for free shipping, Fenix Society will not deduct the original outbound shipping expense when calculating an approved return.
Customers should use a trackable shipping service and retain their shipping receipt. Fenix Society is not responsible for customer-paid return packages that are lost or damaged before reaching our facility.
Return Authorization
Merchandise must not be returned until Fenix Society has approved the request and provided return instructions.
Once authorization is issued, the customer must ship the return within seven days.
Unauthorized returns may be refused and are not eligible for a refund, exchange, or store credit. Fenix Society is not responsible for storing or returning merchandise sent without authorization.
Damaged or Defective Merchandise
Merchandise that arrives damaged must be reported within seven days of confirmed delivery.
A manufacturing defect discovered after the product packaging has been opened may be reported within 30 days of delivery and will be reviewed individually.
Please include:
- Your order number
- A photograph showing the complete product
- Clear close-up photographs of the damage or defect
- Photographs of the product labels
- Photographs of the shipping packaging, when applicable
Please retain the merchandise and packaging until the claim has been reviewed.
Following its review, Fenix Society may provide a replacement, refund, or store credit based on the circumstances and product availability. Fenix Society will cover approved return and replacement shipping for damaged or defective merchandise.
Normal wear, accidental damage, improper care, alterations, and damage occurring after delivery are not considered manufacturing defects.
Missing or Incorrect Merchandise
Missing or incorrectly fulfilled merchandise must be reported within seven days of confirmed delivery.
Please include your order number, the name and shipping address associated with the order, a description of the missing or incorrect merchandise, and clear photographs of the merchandise and packaging when applicable.
Fenix Society will cover applicable shipping expenses when an item is missing or the wrong product was shipped.
Limited Editions and Collectibles
Limited-edition merchandise follows the standard unopened return policy unless it was clearly identified as closeout, final sale, custom, or event merchandise before purchase.
Challenge coins and other collectibles must remain completely unopened in their original sealed protective packaging to qualify for a voluntary return or exchange.
Custom and Made-to-Order Products
Custom, personalized, station-specific bulk orders, and made-to-order products cannot be returned or exchanged when they are received as ordered.
This exclusion does not apply when the merchandise arrives damaged, contains a verified manufacturing defect, or differs from the approved order.
Preorders
An eligible preorder may be canceled before order processing begins. Once processing or production has started, cancellation cannot be guaranteed.
After delivery, eligible preorder merchandise follows the standard 30-day unopened return policy unless it was clearly identified as custom, made to order, closeout, final sale, or event merchandise before purchase.
Event and Pop-Up Purchases
Merchandise purchased at an in-person event or pop-up is final sale and cannot be returned or exchanged because of size, fit, preference, or a change of mind.
Event and pop-up merchandise remains eligible for review when it is damaged, defective, or incorrectly fulfilled.
Gift Purchases
Gift recipients are subject to the same eligibility requirements and return deadlines.
An eligible gift may be exchanged or returned for store credit. Refunds to the original payment method can be issued only to the original purchaser.
Gift Cards
Digital and physical gift cards are nonreturnable and cannot be exchanged for cash except where required by applicable law.
Refunds and Store Credit
We will notify you after the authorized return has been received and inspected.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since Fenix Society approved your refund, contact contact@fenixsociety.us.
Approved store credit will be issued for the amount paid for the eligible merchandise, excluding any nonrefundable shipping charges.
Questions
For questions about a return, exchange, damaged product, or missing order, contact contact@fenixsociety.us.
Nothing in this policy limits any rights or remedies available under applicable law.