Returns
At Phoenix Supplements store our goal is to make sure you are completely satisfied with the items you order and your experience with us. Depending on the reason for the return and the condition of the product, there may be several options available to you.
If you would like to return an unopened product for any reason, we can either issue a refund to your method of payment, or we can apply an in-store credit to your account that you can use towards a future purchase. The refund issued or in-store credit applied is for the price of the product only and does not include any shipping fees charged for delivery.
Valid Reasons For Refunds
If a product you receive is damaged during shipment, arrives after its expiration date, or is not what you ordered, we can send a replacement. Postage of returns in these circumstances must be paid by the customer but will be refunded once the parcel is received by Phoenix supplements store.
If a clothing item (i.e., belt, posing suit, shirt, etc.) doesn’t fit properly, we’ll gladly replace the item for a different size, but must charge for the new shipping fee and we are not liable to refund you the cost of shipping the item back to us due to an error on your behalf or that of the manufacturer and their size labelling.
Product Appearances and Free Gifts
You are not entitled to a refund if the product you receive has a different label than the one listed used in the product image. You are only entitled to a refund if the formula is different from the one advertised. All images are for illustration purposes only.
All promotional offers such as free gifts are on a first come first serve policy, while stocks last. Once the stock has run out, we will send a suitable alternative. You are not entitled to a refund based on not liking the free items you received since you did not pay for said items.
Postage costs of returns over orders that are no longer wanted will not be refunded.
Products That Can Not Be Returned
Refunds can only be given for products which are returned to us in their original condition. We cannot issue a refund for any item which has been opened or used. The refund applied is for the price of the product only and does not include any shipping fees charged for delivery.
How To Return Goods
To begin processing any type of return, please contact our Customer Service team and provide your name, the order number, and the reason for returning the product.
To speed up the returns process, please return the product along with a copy of your invoice to the address listed below:
Phoenix Supplements Store ltd
2 Medway Street
Maidstone
Kent
ME14 1JS
We suggest you return your items via Royal Mail recorded delivery to ensure that if it doesn’t arrive with us you can put in a claim. Please use sufficient packaging to ensure the contents are not damaged in transit. We apologise, but we are not responsible for the amount of time it takes for an item to be returned to our facility, or if the item is lost or damaged during the return process.
Waiting Times For Refunds
Once we have received the product and the return has been processed by our warehouse, we can issue the refund.
When you are due a refund, most often it is processed within 2-5 business days and issued to the payment account used for the original purchase. If you originally paid for your order using a credit card, debit card, or PayPal, it may take up to five additional business days before the refund is reflected on your account statement. Once we have issued the refund on our side, it is then your responsibility to contact your bank, Amazon or PayPal account if there is a delay in the refund showing in your balance.
