We currently ship to most of the world. If you require shipment to another country, please contact our customer care team and request a custom shipping price. 

Parcels are delivered within business hours 9-5:30pm Monday-Friday.

Should you have any problems receiving your parcel, please contact our customer care team.

If your parcel is returned to us due to unsuccessful delivery attempts, we will hold it for 14 days and notify you accordingly. If redelivery is not rearranged during this time, you will automatically be refunded the total of your order minus shipping fees and administration costs.

Please note: International orders will incur duty fees to import these goods into Europe. If international duty fees and customs charges are not paid, resulting in the goods being returned to us, customers will be charged an administration fee.

Returns & Exchange 

Our policy lasts 14 days.

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Phoenix Medical Ltd, 5 Lonebarn Link, Chelmsford, Essex, CM2 5AR United Kingdom.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Returning a product

To return your product, you should mail your product to:

Phoenix Medical Ltd
5 Lonebarn Link
United Kingdom

We kindly ask that customers cover the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance.

We don’t guarantee that we will receive your returned item.