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Return & Refund Policy

This page explains how returns, exchanges, and refunds are handled for purchases made with PHOENUS.

1. Scope of this Policy

This Return & Refund Policy applies to all purchases made directly on phoenus.com or through our official WhatsApp order flow for the following products:

  • Children’s mobility: Twiclus, Triclus, Piclus
  • Outdoor play structures: Climbing Dome, Swing, Monkey Bridge, 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 your country. For orders delivered in Lebanon, this includes the legal right to cancel certain online purchases within at least 10 days and the right to repair, replacement, or refund for defective products.

2. Return Eligibility Windows

We distinguish three product categories:

2.1 Standard Items – Small Mobility & Indoor Play

Applies to: Twiclus, Triclus (kids), Piclus, Triclus for Adults.

  • Change-of-mind returns accepted within [10] calendar days from the day you receive the product.
  • The product must meet the condition requirements in Section 3.

2.2 Outdoor Play Structures – Heavy & Installed Products

Applies to: Climbing Dome, Swing, Monkey Bridge, Octopus.

  • You may cancel the order before dispatch or installation scheduling with no product penalty; any design or site-visit fees already incurred remain non-refundable.
  • After dispatch and before assembly/installation: change-of-mind returns accepted within [10] calendar days of delivery, provided the structure is unassembled, in its original crates/pallets, and meets Section 3 conditions.
  • Once a structure has been assembled or installed on site, only defect-related remedies under Section 9 apply. Change-of-mind returns are no longer possible after installation.

2.3 Special Orders & Electric Vehicles

Applies to: TooT, Trenus, Skionic when built or configured to order, custom-specified playground packages, or any order marked “custom” on your quotation or invoice.

  • These products are manufactured or configured specifically for your project.
  • You may cancel before production or procurement starts (as specified in your quotation or pro-forma invoice). Any non-recoverable engineering, certification, or administrative costs may remain non-refundable.
  • After production/procurement has started or once the unit has shipped, no change-of-mind returns are accepted.
  • You still retain full rights under Section 9 if the product is defective or not as described.

3. Condition of Returned Products

For any return to be accepted:

  • The item must be unused and in resellable condition.
  • All original packaging, manuals, hardware, fasteners, and accessories must be included.
  • For outdoor structures and large items, the product must be unassembled and securely repacked on its original pallet or crate, or equivalent safe packaging approved by us.
  • Any signs of use, installation, modification, drilling, cutting, painting, welding, or improper storage may lead to rejection of the return or a deduction from the refund to cover refurbishment or value loss.

We reserve the right to inspect and document the condition of returned products (including photos and videos) before confirming approval.

4. Non-Returnable Items

The following items cannot be returned except in case of confirmed defect or non-conformity:

  • Custom-designed products and structures built to a bespoke plan, color, size, or branding.
  • Products that have been assembled, installed, modified, or permanently anchored on site.
  • Products damaged due to misuse, negligence, improper storage, or accidents after delivery.
  • Any item returned without essential components, fasteners, or structural parts that make it unsafe or unsellable.

This exclusion does not affect your rights if the product is defective or not as described.

5. Return Shipping, Installation, and Other Costs

5.1 Change-of-Mind Returns

  • You bear all return transportation costs for change-of-mind returns, including shipping, customs, duties, and insurance.
  • For heavy structures and vehicles, you are responsible for arranging safe palletizing and loading at your site if we are not providing pickup.
  • Original delivery, installation, site-preparation, and engineering fees are non-refundable once those services have been performed.

5.2 Returns for Defective or Wrong Items

  • If the product is confirmed defective, damaged in transit, or not the item you ordered, we bear reasonable collection and return shipping costs, or we perform on-site repair at our discretion.
  • Where possible, we prioritize repair or replacement; if not feasible, a refund is processed under Section 7.

6. How to Request a Return

To start a return, you must contact us before sending anything back.

Please provide the following:

  • Order number or invoice number
  • Product name and quantity
  • Clear description of the reason for return
  • Photos or short video showing the product, packaging, any damage, and the overall setup (mandatory for outdoor structures and large items)

Contact channels:

We will review your request, confirm whether it is eligible under this Policy, and send you the return instructions and the address or pickup procedure.

7. Refund Methods and Timing

Once we receive and inspect the returned product, and if the return is approved:

  • Refunds are processed within up to [14] business days.
  • Whenever possible, refunds are made using the same payment method used for the original order:
    • Cash payments: refund in cash or via bank transfer in USD or local currency equivalent, as agreed in writing.
    • Whish Money payments: refund to your Whish Money wallet you used for payment, with the same currency used.
    • Bank transfer payments: refund via bank transfer to the account you used for payment, with the same currency used.
    • USDT (Polygon) payments: refund in USDT on Polygon to the same wallet address you used for payment, net of network fees.
  • If a refund via the original method is technically impossible or commercially unreasonable (e.g., closed account, blocked wallet), we may issue the refund via store credit after obtaining your written confirmation.

Any non-refundable delivery, installation, customs, or service charges, and any deductions for damage or missing parts, will be detailed in writing before the refund is completed.

8. Exchanges

  • For Standard Items (Section 2.1), you may request an exchange for the same model or another model of similar value, subject to stock availability.
  • If the replacement item has a different price, we either charge the difference or refund the surplus according to Sections 5 and 7.
  • For Outdoor Play Structures and Special Orders, exchanges are handled as a new order plus a return, subject to this Policy and technical feasibility.

9. Defective Products, Transport Damage, and Warranty

9.1 Defects on Arrival

If you believe your product is defective or damaged on arrival:

  • Document the issue immediately with photos and, if relevant, a short video of the problem.
  • For transport damage, keep all packaging until the investigation is complete.
  • Notify us as soon as reasonably possible after delivery, with full documentation under Section 6.

After inspection, we may:

  • Repair the product on site or at our workshop
  • Replace the defective part or the entire unit
  • Offer an appropriate partial refund or full refund if repair or replacement is not feasible

9.2 Manufacturing Defects After Use

We design and build products for demanding environments and heavy use. If a structural or manufacturing defect appears under normal intended use:

  • We will evaluate the issue based on photos, videos, and, where needed, on-site inspection.
  • If the issue is confirmed as a manufacturing defect and not due to misuse, improper installation, or abnormal conditions, we will repair or replace the affected part or unit within a reasonable time frame, at no additional cost beyond normal access to the site.

Specific warranty durations and conditions for each product (e.g., TooT, Triclus, playground structures) are detailed in your quotation, invoice, or separate warranty document. This Policy works together with those documents and with any mandatory consumer-protection laws that apply.

10. Country-Specific Rights

If the laws of the country where your order is delivered give you stronger mandatory rights than those described here (for example, a longer minimum cancellation period or specific remedies for defects), those mandatory rights prevail over any conflicting clause in this Policy.