We strive to provide our customers with the best experience and products as possible, and your satisfaction is important to us.
Unopened items may be returned within 30 days from the order date for a full refund of the purchase price, minus any shipping, handling, gift wrap, or other charges where applicable.
Due to the nature of our products, opened items may be returned for a partial refund at our discretion as store credit, minus any shipping, handling, gift wrap, or other charges where applicable.
Items must be returned in good condition and in original boxes (whenever possible), and with all paperwork and accessories to ensure full credit. Please note: if you have purchased several of the same product, only one may be opened; all others of the same product must be in its original packaging and/or container in order to be eligible for a refund.
We reserve the right, at our sole discretion, to reject any return that does not comply with these requirements or in cases where abuse is suspected.
Returning an item
Please pack item(s) securely in the original package, of possible.
In order to receive full credit for your refund, item(s) must be returned in good condition and in its original packaging (whenever possible), and with all original paperwork and accessories.
All return shipping charges must be prepaid; we cannot accept C.O.D. deliveries.
For your protection, we recommend that you use UPS or Insured Parcel Post for your return. Unless you have received specific directions to ship an item to a different address, please ship your return package to:
The Way
4840 East Indian School Road #105
Phoenix, AZ 85018
You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
Alternatively, you may bring your return items to our location for a refund in person.
Damaged/defective items
If you receive a damaged or defective item, please contact us within 30 days of receiving the item at (480) 999-3455. Please provide us with your order number and item number from your original confirmation email (where applicable). Because your satisfaction is important to us, we will make every reasonable effort to replace the item(s) in a timely manner and cover shipping charges if there was any damage to the item(s) due to shipping.
If there is extensive damage to the packaging, please contact us immediately at (480) 999-3455.
Exceptions
Our Standard Return Policy do not apply to all items. Below are items which cannot be returned and cannot be refunded:
The Way Gift Cards
The Way Memberships
Tailored powdered herbal medicine
Raw Herbal Medicine
Because of the nature of tailored raw herbal formulas, we cannot issue a refund for these items. Quantities of raw herbs purchased outside of a tailored formula may be returned for a refund or exchange if the items are unopened and uncooked. Herbs that have been cooked or prepared can not be refunded.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 business days, depending on your bank.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Depending on your bank, adjustments in your funds may take several days to appear after they are issued. If you still do not see your refund, contact your bank. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thewayphoenix.com.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to make an exchange for the same item, send us an email at hello@thewayphoenix.com and send your item to: 4840 E Indian School Road #105, Phoenix, Arizona 85018.
Shipping
You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item or items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Have questions?
Your satisfaction is important to us – You can contact us at anytime by phone at (480) 999-3455, or via our contact page.