Refund and Returns Policy

Overview

Customers are requested to report return, exchange, or delivery-related issues within 48 hours from the delivery date confirmed by the shipping company. This period allows PhoenixStore to verify the order, product condition, and delivery details as quickly as possible.

Requests submitted after this period may be subject to additional review depending on the nature of the request, warranty coverage, and applicable consumer rights.

This 48-hour reporting period does not limit any mandatory rights available to customers under applicable Moroccan consumer protection law.

To be eligible for a standard return, the item must generally be:

• Unused
• In the same condition as received
• In its original packaging
• Complete with all included accessories

Any signs of use, damage, missing accessories, missing packaging, or alteration may affect the eligibility or value of a voluntary return.

Non-Returnable Items

The following items may not be eligible for customer-preference returns, subject to applicable Moroccan consumer protection law:

• Headsets, in-ear audio products, and similar personal-use products where return restrictions may apply for hygiene reasons
• Products with removed or damaged warranty identification where this prevents reasonable verification of the product or warranty claim
• Other products that are legally excluded from the applicable right of withdrawal

Promotional or discounted products remain subject to any mandatory consumer rights provided by applicable law.

A defective product remains subject to applicable warranty and consumer protection rights.

Return Conditions

To request a return, customers may be required to provide:

• Proof of purchase, receipt, or order confirmation
• Order number
• Clear photos of the product
• Photos of the original packaging
• Photos of all included accessories
• Photos or videos demonstrating the reported issue where applicable
• Any additional information reasonably required for inspection or diagnosis

After reviewing the request, PhoenixStore will confirm the appropriate next steps.

PhoenixStore reserves the right to refuse voluntary returns that do not meet the conditions of this policy.

Nothing in this policy limits any mandatory rights available to customers under applicable Moroccan consumer protection law.

Shipping Costs

For voluntary customer-preference returns, including cases where the customer has simply changed their mind or no longer wants the product, applicable return shipping costs are the customer’s responsibility.

Original delivery charges are separate from the value of the product and are non-refundable for voluntary customer-preference returns, except where applicable law requires otherwise.

If a return results from a confirmed error attributable to PhoenixStore, such as a wrong product, missing item, or another verified fulfillment error, PhoenixStore will cover the applicable shipping costs as required.

Diagnostic & Warranty Shipping Costs

If a product is sent to PhoenixStore for technical inspection or diagnosis, responsibility for the transportation costs may be determined after the cause of the reported issue has been identified.

If inspection confirms a defect covered by the applicable warranty, PhoenixStore will cover the applicable transportation or shipping costs in accordance with the warranty and applicable Moroccan law.

If inspection determines that the reported issue is not covered by warranty and results from misuse, accidental or physical damage, incorrect installation, liquid damage, unauthorized modification or repair, customer equipment, or another excluded cause, the customer will be responsible for the applicable transportation costs.

This may include, depending on the circumstances:

• Transportation of the product to PhoenixStore
• Transportation of the product back to the customer

If the customer chooses to proceed with a paid repair or another service that is not covered by warranty, any applicable repair or service cost will be communicated to the customer before proceeding whenever reasonably possible.

Refunds

Once a returned product is received and inspected, the customer will be informed of the status of the refund where applicable.

If approved, the refund will be processed using an appropriate available method.

Refunds may be issued through:

• Cash, where appropriate
• Bank transfer
• An available money-transfer service
• Store credit, where agreed with the customer
• Another refund method agreed between PhoenixStore and the customer

For Cash on Delivery (COD) orders, refunds may be issued by bank transfer or through an available money-transfer service when a direct reversal through the original payment method is not possible.

For voluntary refunds or returns outside mandatory legal rights, applicable bank or money-transfer fees may be deducted from the refund amount after informing the customer.

Such fees will not be deducted where doing so would reduce a mandatory refund below the amount legally due.

Customer Satisfaction Returns

If the product is fully functional and has no confirmed technical defect, but the customer simply changed their mind or no longer wants the product, PhoenixStore may review a voluntary return request.

The following conditions may apply:

• The product should be returned complete and in its original condition
• Return shipping costs are the customer’s responsibility
• The product will be inspected before a refund is approved
• Refund options will be confirmed after inspection

Where permitted, the refunded amount may be adjusted according to the actual condition and loss of value of the returned product.

Factors that may affect the refund amount include:

• Signs of use
• Opened packaging
• Damaged packaging
• Missing or damaged original packaging
• Missing accessories
• Missing cables, adapters, manuals, or other included items
• Removed protective films or stickers
• Removed or damaged warranty identification
• Cosmetic damage
• Signs of installation or assembly
• Any other condition that reasonably reduces the resale value of the product

The final voluntary refund amount will depend on the actual condition of the product after inspection.

Original delivery and transportation charges are separate services and are not included in the product value used to calculate a voluntary refund, except where applicable law requires otherwise.

Product Compatibility & No Fault Found

If a customer reports a technical issue with a product, such as connection problems, compatibility issues, intermittent operation, pairing problems, or the product not functioning correctly with the customer’s device, the product may be returned to PhoenixStore for inspection and diagnosis.

PhoenixStore may test the product under appropriate conditions and, where necessary, on one or more compatible devices.

If the reported issue cannot be reproduced during reasonable testing and the product operates normally, the product will be considered functional with no confirmed product defect based on the diagnostic results.

Issues caused by or limited to the customer’s:

• Computer or other device
• Operating system
• Drivers
• Software
• System configuration
• USB ports or other connections
• Bluetooth configuration
• Wireless environment or interference
• Network environment
• Power source
• Third-party accessories
• Hardware compatibility
• Device-specific settings
• Other external equipment or configuration

are not considered defects in the PhoenixStore product itself when the product is confirmed to operate normally under appropriate compatible testing conditions.

PhoenixStore is not responsible for repairing, modifying, configuring, or troubleshooting the customer’s computer, console, smartphone, network, operating system, or other third-party equipment in order to make an otherwise functional product operate with that specific setup, unless PhoenixStore expressly agrees to provide such assistance.

Shipping Costs When No Product Fault Is Found

Where no defect in the PhoenixStore product is confirmed after diagnosis, the customer will be responsible for the applicable transportation costs associated with the case.

This may include:

• The cost of sending the product to PhoenixStore
• The cost of returning the product to the customer

Customer Does Not Want the Functional Product Returned

If no defect is confirmed but the customer no longer wishes to receive the functional product back, the customer may request a voluntary return.

Acceptance of such a return is subject to inspection and the applicable conditions of this policy.

Any voluntary refund may be adjusted according to the actual condition and loss of value of the product, including:

• Whether the product has been opened
• Whether it has been used
• Physical and cosmetic condition
• Condition of the original packaging
• Missing original packaging
• Missing accessories or included items
• Removed or damaged protective films or stickers
• Removed or damaged warranty identification
• Signs of installation or assembly
• Damage to the product or packaging
• Any other factor that reasonably reduces the product’s resale value

The amount of any applicable deduction will depend on the actual condition of the returned product after inspection.

Delivery and transportation charges are separate services and are not included in the product value for the purpose of calculating a voluntary refund, except where applicable law requires otherwise.

Warranty – Inspection, Repair, Replacement & Refund

If a product develops a defect covered by warranty, it must first be returned to PhoenixStore for inspection and diagnosis.

The purpose of the inspection is to determine:

• Whether a defect exists
• Whether the reported issue can be reproduced
• Whether the defect is covered by warranty
• Whether the issue results from a manufacturing defect, customer damage, incompatibility, or another cause
• What remedy is appropriate

Submitting a product for inspection does not automatically mean that the warranty claim has been accepted.

Repair

If the defect is covered by warranty and can reasonably be repaired, PhoenixStore may repair the product and return it to the customer in proper working condition.

A repair performed under warranty does not automatically entitle the customer to a brand-new replacement where repair is an appropriate and lawful remedy.

Replacement

If the product cannot be repaired or replacement is otherwise the appropriate remedy, the product may be replaced with the same model, subject to availability and applicable consumer rights.

Alternative Product

If the same model is unavailable, the customer may be offered an alternative product within a similar price and product range, subject to availability.

The proposed alternative will be communicated to the customer before the replacement is completed.

Upgrade

The customer may choose an available higher-priced product and pay the difference in price where this option is agreed between PhoenixStore and the customer.

Refund

If a refund is required under the applicable warranty or applicable law, PhoenixStore will process the refund according to the relevant conditions.

If the original product is unavailable and no suitable alternative is available, a refund or another appropriate remedy may be offered in accordance with the applicable warranty conditions and Moroccan consumer protection law.

Nothing in this section limits any mandatory remedy to which the customer is legally entitled.

Inspection & Diagnosis

Products submitted for warranty service may be opened, tested, updated, reset, or disassembled when reasonably necessary for inspection, diagnosis, or repair.

PhoenixStore or its designated technician may also test the product using compatible computers, consoles, smartphones, cables, adapters, software, or other equipment where necessary to identify the reported issue.

These procedures do not, by themselves, affect the customer’s applicable warranty rights.

Customers should back up and remove personal data from applicable devices before submitting them for inspection whenever reasonably possible.

Product Condition & User Damage

All returned products are inspected before any refund, exchange, repair, or warranty approval.

PhoenixStore is not responsible for damage or technical issues caused by incorrect use, accidental damage, improper handling, incompatible equipment, or other causes that are not attributable to a defect in the product.

Returns, exchanges, or warranty claims may be refused where applicable in cases including:

• Physical damage caused by drops, impacts, or accidents
• Broken or damaged parts caused by excessive force
• Liquid or moisture damage
• Damage caused by improper cleaning
• Incorrect installation
• Use contrary to the intended purpose or instructions of the product
• Unauthorized modification
• Unauthorized repair or disassembly
• Damage caused by an unsuitable power source
• Damage caused by incompatible accessories or external equipment
• Removed, altered, or damaged serial numbers or warranty identification where this prevents reasonable verification
• Any other issue demonstrated to result from misuse or external damage rather than a manufacturing defect

If inspection confirms that the reported issue was caused by the customer or another excluded cause and is not covered by warranty, PhoenixStore may refuse the warranty claim.

In such cases, the customer will be responsible for the applicable transportation costs and any paid repair costs if the customer chooses to proceed with a non-warranty repair.

Exchanges

PhoenixStore may replace or exchange products where appropriate, including when:

• The wrong product was delivered
• The product is confirmed defective and replacement is an appropriate remedy
• An exchange is otherwise approved by PhoenixStore

All exchange requests are subject to inspection, verification, product availability, applicable warranty conditions, and mandatory consumer rights.

Gifts

If an item was purchased or marked as a gift, any available refund or credit option will be reviewed according to the original order and payment method.

Where appropriate, a gift credit may be offered after the return has been approved.

Otherwise, the refund may be processed with the original buyer.

Return Process

Before returning any product, customers must contact PhoenixStore customer support first.

Do not send the product directly to the manufacturer unless specifically instructed by PhoenixStore.

PhoenixStore will provide the appropriate return instructions.

The product should be packaged securely to prevent damage during transportation.

Customers should include all requested accessories and components where necessary for diagnosis or return processing.

Where the customer arranges the return shipment, we strongly recommend using a trackable shipping service and keeping proof of shipment.

PhoenixStore is not responsible for customer-arranged return shipments that are lost or damaged before being received by PhoenixStore, except where applicable law provides otherwise.

Late or Missing Refunds

If you have not received an approved refund:

1. Check your bank account or the agreed refund method.
2. Contact your bank or payment provider, as processing delays may occur.
3. If a money-transfer service was used, verify the transaction with the relevant provider.
4. If the issue persists, contact PhoenixStore at:

contact@phoenixstore.ma

Need Help?

For any questions related to returns, refunds, exchanges, warranty claims, or technical issues, contact us:

PhoenixStore
Website: phoenixstore.ma
Email: contact@phoenixstore.ma