Refund policy

 

Returns
Our returns policy is 14 days from receipt. If you would like to return an item, contact us within 14 days of receiving the goods and we will be happy to refund or exchange goods that are in their original condition. To view our returns policy, click here.

Delivery
If your wholesale parcel is returned to us due to unsuccessful delivery attempts, we will hold it for 14 days and notify you accordingly. If redelivery is not rearranged during this time, you will automatically be refunded the total of your order minus shipping fees and administration costs.

Please note: If international duty fees and customs charges are not paid, resulting in the goods being returned to us, customers will be charged an administration fee.

Damaged Goods
Upon receiving your parcel, it is your responsibility to inspect the goods and report any damages or shortages to our customer service team within 7 working days. Customers must notify the customer service team before returning goods to Phoenix Medical. If we are not notified about the returned goods beforehand then a refund or exchange cannot be issued. When informing the customer service team of the damage, please include images of the damage for evaluation. On the condition that these terms are met, the postage cost to return the goods to Phoenix Medical will be credited to your account by Acuregen Limited Store.

In the event that the parcel has been damaged by the third party courier, we will claim the postage cost back from the courier and credit this amount to your account.