To ensure the safety of our products and to protect our customers from tampering not all of our products are returnable, so we suggest that you make your selections carefully. Most sales are final for all skin care products and not subject to return. Please understand that we have developed this policy to ensure that all Phoenicia products are sanitary and free from tampering.
However, items that are unopened and in re-saleable condition, can be returned. Because of administrative costs for returns there is a 15% restocking fee on all returns in re-saleable condition.
We diligently work to offer an exceptional product that prevents returns but there may be circumstances that require a return. We fully inspect our products before shipment. Consequently, defects are extremely rare. Incorrect items or items that arrive damaged may be exceptions to our policy.
Claims must be made within 15 days of your purchase or 5 days from the date you receive your order. When you file your claim please explain the problem in detail. The item must be returned unaltered in its original packaging, not modified in any way. Once we have inspected the return and the product is found to have a manufactured defect we will promptly send you a replacement item. If the product has been altered or it is determined that the product is not defective we will return it to you and your account will be charged the shipping and handling fee. Shipping and handling charges are not refundable on returns. Gifts may be exchanged within 15 days unopened. There are no cash refunds.
If your merchandise is damaged upon arrival save all contents and packing materials and contact us within 5 business days. Failure to do so may void any of Phoenicia's responsibility. If the package is damaged by the carrier you must file a claim in accordance with the policy of the carrier.
We strongly recommend, in any return situation, that you insure the returned package for your protection. In the event your package is lost or damaged in the mail, we cannot issue any merchandise credits.
Any questions or concerns please contact us from the information provided below.