01 Scope of this policy
This policy applies to purchases made directly through PHOENUS official sales channels for the following products:
- Children’s mobility: Twiclus, Triclus, and Piclus
- Outdoor play structures: Climbing Dome, Swing, Monkey Bridge, and Octopus
- Adult mobility and special equipment: Triclus for Adults, Skionic, TooT, Trenus, and related configurations
This policy does not limit any mandatory consumer rights that apply in the delivery country. Where mandatory law gives stronger rights, that law prevails.
02 Return eligibility windows
2.1 Standard items: small mobility and indoor play
Applies to Twiclus, Triclus for children, Piclus, and Triclus for Adults.
- Change-of-mind returns are accepted within 10 calendar days from receipt.
- The product must satisfy all condition requirements in Section 3.
2.2 Outdoor play structures: heavy and installed products
Applies to the Climbing Dome, Swing, Monkey Bridge, and Octopus.
- An order may be cancelled before dispatch or installation scheduling without a product penalty. Design or site-visit fees already incurred remain non-refundable.
- After dispatch and before assembly, change-of-mind returns are accepted within 10 calendar days of delivery if the structure is unassembled, in its original crates or pallets, and satisfies Section 3.
- After assembly or installation, only defect-related remedies under Section 9 apply.
2.3 Special orders and electric vehicles
Applies to TooT, Trenus, Skionic when configured to order, custom playground packages, and any order marked “custom” on its quotation or invoice.
- Cancellation is possible before production or procurement begins, as defined in the quotation or pro-forma invoice.
- Non-recoverable engineering, certification, or administrative costs may remain non-refundable.
- After production or procurement begins, or after shipment, change-of-mind returns are not accepted.
- Rights under Section 9 remain in force if the product is defective or not as described.
03 Condition of returned products
For a return to be accepted:
- The item must be unused and in resellable condition.
- All original packaging, manuals, hardware, fasteners, and accessories must be included.
- Outdoor structures and large items must be unassembled and securely repacked on the original pallet or crate, or in equivalent packaging approved by PHOENUS.
- Use, installation, modification, drilling, cutting, painting, welding, or improper storage may lead to rejection or a deduction covering refurbishment or loss of value.
PHOENUS may inspect and document returned products, including through photos and video, before approval.
04 Non-returnable items
The following cannot be returned except in the case of a confirmed defect or non-conformity:
- Custom products and structures made to a bespoke plan, color, size, specification, or branding.
- Products that have been assembled, installed, modified, or permanently anchored.
- Products damaged through misuse, negligence, improper storage, or an accident after delivery.
- Items returned without essential components, fasteners, or structural parts.
05 Return shipping, installation, and other costs
5.1 Change-of-mind returns
- The customer bears return transport costs, including shipping, customs, duties, and insurance.
- For heavy structures and vehicles, the customer must arrange safe palletizing and loading unless PHOENUS provides pickup.
- Original delivery, installation, site-preparation, and engineering fees are non-refundable after the relevant service has been performed.
5.2 Defective or incorrect items
- If a product is confirmed defective, damaged in transit, or incorrect, PHOENUS bears reasonable collection and return costs or performs an on-site repair at its discretion.
- Repair or replacement is prioritized where possible. If neither is feasible, a refund is processed under Section 7.
06 How to request a return
Contact PHOENUS before sending any product back. Include:
- Order or invoice number
- Product name and quantity
- A clear description of the reason for return
- Photos or a short video showing the product, packaging, damage, and overall setup; this is mandatory for outdoor structures and large products
PHOENUS will assess eligibility and provide the applicable return address, instructions, or pickup procedure.
07 Refund methods and timing
After receipt and inspection of an approved return:
- Refunds are processed within up to 14 business days.
- Where possible, the refund uses the original payment method and currency.
- Cash may be refunded in cash or by agreed bank transfer.
- Whish Money payments are returned to the originating wallet.
- Bank transfers are returned to the originating account.
- USDT on Polygon is returned to the originating wallet, net of network fees.
- If the original method is unavailable, an alternative or store credit may be used only after written agreement.
Any non-refundable service, delivery, installation, or customs cost, including any deduction for damage or missing parts, will be detailed in writing.
08 Exchanges
- Standard items may be exchanged for the same model or another model of similar value, subject to stock availability.
- A price difference is charged or refunded as appropriate.
- Outdoor play structures and special orders are handled as a new order plus a return, subject to technical feasibility and this policy.
09 Defective products, transport damage, and warranty
9.1 Defects on arrival
- Document the issue immediately with clear photos and, where relevant, a short video.
- For transport damage, retain all packaging until the investigation is complete.
- Notify PHOENUS as soon as reasonably possible after delivery.
After inspection, PHOENUS may repair the product, replace a part or the full unit, or provide a partial or full refund if repair and replacement are not feasible.
9.2 Manufacturing defects after use
If a structural or manufacturing defect appears during normal intended use, PHOENUS will evaluate the matter through photos, videos, and an on-site inspection where required. A confirmed manufacturing defect will be repaired or replaced within a reasonable period, provided it did not result from misuse, improper installation, or abnormal conditions.
Product-specific warranty durations and conditions appear in the applicable quotation, invoice, or warranty document.
10 Country-specific rights
If the law in the delivery country grants stronger mandatory rights than this policy, such as a longer cancellation period or specific defect remedies, those mandatory rights prevail over any conflicting clause.