Refund and Returns Policy

Overview

Contact one of our Sales engineers to discuss an issue with any product you have purchased from Phoenix Thermal. We can discuss the issue in detail and decide how we can proceed with a return for evaluation. privacy policy

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.

To complete your return, we require a receipt or proof of purchase.

Please contact one of our Sales Engineers for

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, inspected, and advise outcome. We will also notify you of the approval or rejection of a refund or replacement. The inspection will confirm if the issue is a customer or manufacturer related issue. Misapplication, contamination, or abuse of products void any warranties.

Late or missing refunds

We will advise how a refund will be applied. Credit to your account, credit back to your payment method, or replacement parts sent. If you haven’t received a refund or replacement when promised, first check with your sales engineers and our office.

It may take some time before your refund is officially posted.

Contact: [email protected].

Exchanges

We only replace items if they are defective or damaged during our packaging or manufacturing process. If you need to exchange it for the same item, send us an email at [email protected].

Shipping Returns

You will be responsible for paying for your own shipping costs for returning your item unless your sales engineer confirms that we will cover shipping costs.

If you receive a refund, the cost of return shipping will be deducted from your refund. Shipping costs are non-refundable.

Depending on your location, the time it may take for your exchanged product to reach you may vary. Contact our Sales Engineers for tracking information.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need Help?

Contact us at [email protected] for questions related to refunds and returns.