Returns & Exchanges Policy | Order Returns, Refunds & Exchanges UK | Phoenix Medical
Customer care
Returns, exchanges and refunds
Clear steps, quick links, and the key timings in one place. Customers are responsible for return postage costs unless the item is confirmed as faulty.
Returns
Request within 14 days of delivery.
- Items must be in original sold condition.
- Unauthorised parcels are not treated as returns.
- Use the returns form to start the process.
- Customers are responsible for return postage costs unless the product is confirmed as faulty.
Exchanges
Swap unwanted goods within the same 14-day window.
- Include the returns form inside the parcel.
- Say what you want instead.
- Allow up to 14 days after we receive your return.
- Customers are responsible for return postage costs unless the product is confirmed as faulty.
Refunds
Refund or credit note once checks are complete.
- Refund value matches what you paid at the time of order.
- Return postage is not refunded unless the product is faulty.
- Processing can take up to 7 working days.
How to make a return
A simple flow that works for returns, exchanges, and faulty goods.
Complete the returns form with your order details.
Wait for authorisation before sending anything back.
Pack items securely in original condition, include the form, and arrange return postage. Return postage costs are the customer’s responsibility unless the item is confirmed as faulty.
We inspect the return and process an exchange, refund, or credit note.
1. Our returns policy
You have 14 days to request a return, starting from the day you receive your order. Returned goods are accepted only if they are still in the original sold condition. Customers are responsible for the cost of returning items to Phoenix Medical unless the product is confirmed as faulty.
- Use the returns form to request a return.
- Items received without prior authorisation are not treated as returns.
- Outside the UK? Contact customer care for support.
- Phoenix Medical does not cover return postage costs unless the item is confirmed as faulty.
2. Faulty goods
Please inspect items as soon as they arrive. If something is faulty, complete the returns form within the 14-day window. After finding a fault, return the item(s) within 7 days.
- Do not use faulty items after finding the fault, as this may affect eligibility for a refund.
- Electrical goods have a 12-month warranty period.
- If the product is confirmed as faulty, return postage may be refunded.
3. Exchange
The 14-day returns policy applies to exchanges. Complete the returns form and include it in the parcel. Return the unwanted item(s) within the returns period and state what you would like instead.
- Exchanges may take up to 14 days from when we receive the returned item(s).
- Customers are responsible for return postage costs on exchanged items unless the product is confirmed as faulty.
4. Refunds
If goods are returned within the returns policy and in original sold condition, we can issue a refund or a credit note. Refund values match the amount paid for the product at the time of order.
- Return postage costs are the responsibility of the customer unless the product is faulty.
- Postage is refunded only where the product is faulty.
- Refund processing can take up to 7 working days.
Outside the UK?
Contact customer care and we’ll guide you through the best route for your location. Return postage costs remain the customer’s responsibility unless the item is confirmed as faulty.
Before you send anything back
Please wait for prior authorisation, then pack items securely and include your completed returns form in the parcel. Unless the item is confirmed as faulty, customers are responsible for return postage costs.
Note: Timings are based on receipt dates and return arrival dates. Please keep proof of postage for your records. Phoenix Medical does not pay return postage costs unless the item is confirmed as faulty.