Delivery & Returns

Deliveries

Customers are responsible for verifying and confirming the correct delivery address for each order to ensure successful receipt of their purchases.

Phoenix Pharma is not liable for failed deliveries or delays caused by our third-party couriers. It is the customer’s responsibility to coordinate directly with the courier for any redelivery arrangements.

Because of the nature of our products, we kindly recommend ensuring someone is available to accept the delivery on the scheduled day. To help keep your items safe and in good condition, we also advise against choosing the ‘safe place’ option for delivery.

Returns

If you receive a product that appears to be faulty, it must be returned to us for inspection/investigation before a refund or replacement can be issued. This allows us to properly assess the issue and determine the appropriate resolution.

Please do not dispose of the product, as we are unable to process any refund or replacement without first receiving and inspecting the item.

Once the product has been returned and reviewed, we will contact you with the outcome and next steps. If you need assistance with the return process, our team is here to help—just get in touch.

Customers must contact us within 7 days of receiving their order if an item is faulty, damaged, or incorrect. We are unable to accept returns unless the product meets one of these conditions.

If your order was insured, a replacement will be issued as soon as the faulty or damaged item is received and processed at our warehouse.

To ensure a smooth resolution, please contact us as soon as possible by phone at 0161 706 1384 or via email at info@aestheticsservices.uk, and we will guide you through the next steps.

Due to the nature of our products, once they have left our supply chain, we cannot guarantee that they have been stored in accordance with the manufacturer’s guidelines or remain in acceptable condition.

Missed Deliveries & Returns to Sender

If your order is returned to us after two unsuccessful delivery attempts, we will repackage the item and ask you to cover the shipping cost before resending it.

If the reshipped order is returned to us again after a further two failed delivery attempts, the product will be disposed of, and no refund will be issued. Should you still require the item, you will need to place a new order.