RETURN AND INSPECTION POLICY

STEP. 01

RETURN LOGISTICS

Returning more than 30 kg of high-density engineering requires specialized logistics. At Phoenix, we operate under a principle of absolute transparency: our price reflects the real value of the hardware. We do not artificially inflate the cost of our equipment to finance third-party return logistics. It is a matter of fairness toward all our customers.

1. Cost Borne by the User
   Return shipping costs are entirely the responsibility of the customer. Phoenix does not assume or reimburse costs generated by the return shipping agency.

1. Mandatory Traceability
   You may use the carrier of your choice, but we require the shipment to have a tracking number. Phoenix is not responsible for equipment damaged or lost during transit back to our logistics facilities.

STEP. 02

"ZERO" STATE AND DEPRECIATION

Our quality standard requires that every customer receives an immaculate product directly from the factory. We do not sell used equipment as new. If you decide to return your Monarch after it has been assembled and used, it loses its "new" condition.

1. Phoenix Quality Audit
   Once the equipment is received at our headquarters, our technicians will perform a comprehensive inspection of every mechanical component, chassis, and upholstery.
2. Depreciation Charge (10% - 30%)
   If the chair shows signs of assembly, use, marks on the upholstery, scuffs on the chassis, or missing parts, a mandatory operating depreciation will be applied. This charge will range between 10% and 30% of the total refund value, depending on the cost required to replace parts, re-sanitize materials, and refurbish the equipment.

STEP. 03

PACKAGING INTEGRITY

The original Phoenix packaging is not just a simple cardboard box. It has been meticulously designed—down to the millimeter—not only for the unboxing experience but to protect the structural integrity of the chair against logistical impacts and pressure variations during transport.

1. Mandatory Original Packaging
   Returns must be made exclusively in their original box, using all provided internal protections (high-density foams, plastics, and support cardboards).
2. Penalty for Absence of Packaging
   If you have discarded the original packaging, we reserve the right to categorically reject the return due to the extreme risk of damage during transport, or failing that, to apply a substantial additional penalty on the final refund.

STEP. 04

RETURN LOGISTICS

If you accept the logistical and depreciation conditions described, you may initiate the return protocol for your equipment by following these unalterable steps:

• Notification: Contact our technical support within the first 30 days, indicating your Order Number and your intention to return the product.
• Documentation: We will request current and detailed photographs of the equipment (to pre-evaluate its condition) and of the packaging correctly closed and ready for shipment.
• Authorization (RMA): You will receive an RMA (Return Merchandise Authorization) document and the exact address of our facilities. Shipments that do not include the corresponding RMA visible on the outside of the box will not be accepted.
• Audit and Refund: Once the technical audit is completed (a process of 3 to 5 business days from receipt), we will issue the corresponding refund, deducting any applicable depreciation charges, to your original payment method.