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 since delivery, we cannot offer a refund or exchange.

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

  • Unused

  • In the same condition as received

  • In its original packaging

  • Complete with all included accessories

Any signs of use, damage, or missing items may affect the return approval.

Non-Returnable Items

The following items cannot be returned for customer preference reasons:

  • Headsets (for hygiene reasons)

  • Products with a broken or removed warranty seal

  • Sale / discounted items (unless the product is defective)

Return Conditions

To request a return, customers must provide:

  • Proof of purchase (receipt or order confirmation)

  • Clear photos of the product, packaging, and all included accessories

After reviewing the request, we will confirm whether the return is accepted.

PhoenixStore reserves the right to refuse any return that does not meet our return policy conditions.

Shipping Costs

  • Return shipping costs are the customer’s responsibility for customer preference returns (change of mind, product no longer wanted, etc.)

  • Original shipping fees are non-refundable

  • If the return is due to an error from our side (wrong item, missing part, defective product, etc.), PhoenixStore will cover the shipping costs

Refunds

Once your returned item is received and inspected, you will be notified about the status of your refund.

If approved:

  • Your refund will be processed within a few business days

  • The refund method will be confirmed with the customer depending on the order situation

For Cash on Delivery (COD) orders, refunds may be issued via bank transfer or store credit after confirmation with the customer.

Customer Satisfaction Returns

If the product is fully functional and has no technical issues, but the customer simply changed their mind or no longer wants the product, the following conditions apply:

  • The product must be returned unused, complete, and in its original condition

  • Return shipping costs are the customer’s responsibility

  • Refund options will be reviewed and confirmed after product inspection

The refunded amount may be adjusted if the returned product has lost value due to:

  • Signs of usage

  • Damaged packaging

  • Missing accessories

  • Missing original items

  • Removed or damaged warranty stickers

The final refund amount depends on the condition of the product after inspection.

Product Condition & User Damage

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

PhoenixStore is not responsible for damage caused by incorrect usage, accidental damage, or improper handling after the product has been delivered.

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

  • Physical damage caused by drops, impacts, or accidents

  • Broken or damaged parts caused by excessive force

  • Damage caused by liquids, moisture, or improper cleaning

  • Products that have been opened, modified, or repaired by the customer or a third party

  • Damage caused by incorrect installation or usage

  • Removed or damaged warranty stickers

  • Any issue caused by misuse rather than a manufacturing defect

If a technical issue occurs, the product must be inspected first to determine whether it is a manufacturing defect or damage caused after delivery.

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account

  2. Contact your bank or payment provider (processing delays may occur)

If the issue persists, contact us at:

📧 contact@phoenixstore.ma

Exchanges

We replace items if they are defective, damaged, or if there was an error with the received product.

All exchange requests must be reviewed and approved by our support team.

Gifts

If the item was marked as a gift:

You may receive a gift credit once the return is approved.

If not:

The refund will be processed with the original buyer.

Return Process

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

Do not send your product back to the manufacturer.

For valuable items, we recommend using a trackable shipping service. PhoenixStore is not responsible for returned items lost during shipping.

Need Help?

For any questions related to refunds and returns, contact us:

📧 contact@phoenixstore.ma