Refund policy
Refund & Return Policy
Last Updated: December 7, 2025
At Our Phoenix Rise, operated by Go Hard Gaming Discord LLC (DBA Iron Phoenix GHG), we want you to feel confident in your purchase. This policy explains how returns, refunds, replacements, and cancellations work.
1. Standard Returns (Non-Personalized Items)
You may request a return within 30 days of delivery.
To qualify:
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Items must be new, unused, and unworn
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All original tags must stay attached
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Include original packaging when applicable
Return shipping
You pay return shipping costs. We do not refund shipping fees.
Restocking fee
We do not charge a restocking fee for eligible returns.
2. Made-to-Order Items & Defects
Most products are made to order, so we produce them after you place the order.
If your item arrives misprinted, damaged, defective, or incorrect, we will make it right.
Report a defect within 30 days of delivery and include:
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Your order number
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Photos clearly showing the issue
Resolution options (after we confirm the issue):
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A free replacement, or
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A full refund
You usually do not need to return defective items unless we request it.
3. Custom & Personalized Items
Custom items (names, numbers, or personalized artwork) are made specifically for you.
Cancellations or changes
Request changes within 24 hours of placing the order. After 24 hours, production starts and we cannot cancel or modify the order.
Returns
We do not accept returns on custom items unless they arrive defective (see Section 2).
4. How to Start a Return
Please contact us before sending any items back. We may reject unauthorized returns.
📧 helpcenter@ourphoenixrise.com
📞 (518) 415-8496
If we approve your return, we will send you the correct return shipping address and instructions. Do not mail returns without approval.
5. U.S.-Only Shipping & Returns
We currently ship to—and accept returns from—the United States only.