Refund & Return Policy – phoenixstore.ma

Overview

Our return and exchange policy lasts 48 hours from the delivery date confirmed by the shipping company. If 48 hours have passed, we cannot offer a refund or exchange.

To be eligible for a return, your item must be:

  • Unused
  • In the same condition you received it
  • In its original packaging

Any signs of use may result in rejection of the return.

Non-Returnable Items

The following items cannot be returned:

  • Headsets (for hygiene reasons)
  • Any product with a broken or removed warranty seal
  • Sale / discounted items (final sale)

Return Conditions

To request a return, you must provide:

  • Proof of purchase (receipt or order confirmation)
  • Clear photos of the product and all its contents

Once reviewed, we will confirm whether your return is accepted.

We reserve the right to refuse any return that does not meet our policy conditions.

Shipping Costs

  • Return shipping costs are the customer’s responsibility
  • Shipping fees are non-refundable
  • If the return is due to a defect from our side ( wrong item , missing part ,… ) , we cover shipping

Refunds

Once your returned item is received and inspected, you will be notified via email.

If approved:

  • Your refund will be processed within a few business days
  • The amount will be sent to your original payment method

For Cash on Delivery (COD) orders, refunds are issued via bank transfer or store credit.

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account
  2. Contact your credit card provider
  3. Contact your bank (processing delays may occur)

If the issue persists, contact us at:
📧 contact@phoenixstore.ma

Exchanges

We only replace items if they are defective or damaged.

Gifts

If the item was marked as a gift:

  • You will receive a gift credit once the return is approved

If not:

  • The refund will be sent to the original buyer

Return Process

To return a product, please contact our customer support first.

Do not send your product back to the manufacturer.

We recommend using a trackable shipping service for valuable items. We do not guarantee receipt of returned items.

Need Help?

For any questions related to refunds and returns, contact us at:
📧 contact@phoenixstore.ma