Effective Date: 11 December 2024
At Phoenix Healing (UK&I) Ltd, we want you to be completely satisfied with your purchase of health supplements. If for any reason you are not satisfied, we are here to assist you with returns, exchanges, and refunds. Please read the following Returns & Refunds Policy to understand how we handle returns and refunds for products purchased through our website, www.phoenixhealing.uk.
1. General Policy
We accept returns and provide refunds in accordance with UK consumer protection laws. You have the right to return your items and receive a refund or exchange under certain conditions. We strive to process all returns and refunds promptly and in accordance with the following terms.
2. Right to Cancel and Return
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return the products within 14 calendar days of receiving your goods. However, please note the following exceptions and conditions:
- Health and hygiene products: Due to health and safety reasons, we are unable to accept returns of opened or used supplements unless the product is faulty or damaged upon receipt.
- Unopened products: We can accept returns of unopened products in their original condition and packaging, subject to the conditions outlined below.
3. How to Return an Item
To return an item, please follow these steps:
- Contact Us: Please email us at [[email protected] within 14 days of receiving your order to notify us of your intention to return an item.Provide the following details:
- Your order number
- The product(s) you wish to return
- Reason for return (if applicable)
- Return Authorization: Once we receive your return request, we will issue you with a Return Authorization (RA) number and provide instructions on how to return the product.
- Return Shipping: You are responsible for the cost of returning the items to us, unless the product is faulty or damaged. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit.
- Packing the Return: Please ensure that the products are returned in their original condition and packaging, along with any accessories, manuals, or freebies received.
4. Refunds
Once we receive and inspect your returned product, we will process your refund. Refunds are issued to the original payment method used for the purchase. Please note the following:
- Refund Processing Time: Once we have approved your return, your refund will be processed within 14 days. Please note that it may take longer for the funds to appear on your account, depending on your bank or payment provider.
- Partial Refunds: If the returned item is opened, damaged, or missing components, we may issue a partial refund at our discretion.
5. Faulty or Damaged Products
If your product is faulty, damaged, or incorrect, please notify us immediately, and we will arrange for a return, exchange, or refund as appropriate. To ensure we process your return quickly, please:
- Report within 14 days: Notify us as soon as possible (ideally within 14 days) if the product is damaged or faulty.
- Provide evidence: We may request photographs of the damaged or faulty product to process the return more efficiently.
In the case of a faulty or damaged product, we will cover the cost of return shipping.
6. Exchanges
We currently offer exchanges for health supplements if you’ve received an incorrect item or if the product is damaged or faulty. To exchange an item, please follow the same process as outlined in Section 3: How to Return an Item.
If you wish to exchange a product for a different item (e.g., a different supplement), we recommend returning the original item for a refund and placing a new order for the desired product.
7. Exceptions to the Returns Policy
The following items are non-returnable and non-refundable under our policy:
- Opened or used health supplements for hygiene and safety reasons.
- Any products that have passed their expiration date.
- Personalized or custom-made items (if applicable).
8. Cancelling Your Order Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. We will cancel the order and issue a full refund. Once an order has been dispatched, it is subject to our returns policy, and you must follow the steps outlined above.
9. International Returns
For international orders, you can return items within 14 days of receiving your order. However, you will be responsible for the cost of return shipping and any customs duties or taxes.
Please note that any items returned outside the 14-day period or that are used, opened, or damaged may not be accepted for a return or refund.
10. Contact Information
If you need assistance with a return, refund, or exchange, please contact us:
- Email: [email protected]
- Phone: +44 7888872652
- Postal Address: 128 City Road London EC1V2NX UK
11. Changes to This Policy
We reserve the right to update or change this Returns & Refunds Policy at any time. Any changes will be posted on this page, and the Effective Date will be updated accordingly. Please check this page regularly for updates.
