Return Policy

Phoenix Tactical Ltd. understands that not every purchase from our walk-in store or website will work for every customer, therefore we strive to offer a reliable return policy.

Returns:
Our return policy on purchased and delivered products is effective for 14 days. We cannot offer refunds or exchanges on products that have exceeded its allotted 14 days.

 

Our return policy only covers 100% brand-new, unused and in functional condition, factory sealed packaging. To be eligible for a return, your item(s) must be unused and in the same condition that you had received it. In order to be eligible for a return, your item(s) must also be in its original packaging. For returned items we offer 100% store credit in exchange. If the item(s) you purchased and received are defective out of the packaging, please refer to our Warranty Policy. If you are experiencing problems (problems including failure, damage or DOA) with your item(s) that you have received from us, please refer to the warranty policy.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your requested refund. If approved, your refund will be processed, and the approximate credit of your purchase will automatically be applied to your credit card or original method of payment within a certain amount of days.

 

Items that have been reviewed and determined to be in unsellable condition and cannot be restocked will be subject to a minimum restocking fee.

 
All shipping and handling costs on returns from the customer back to Phoenix Tactical Ltd. are the responsibilities of the customer. Shipping and handling costs are non-refundable and cannot be reimbursed by Phoenix Tactical Ltd.
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Exchanges:
Phoenix Tactical Ltd. can only replace items that are defective or damaged upon purchase and received by the customer. Exchanges and returns have a minimum processing time of 3 business days that becomes effective upon the date that the package is received by Phoenix Tactical Ltd. Customers must uphold the responsibility of acknowledging that the intended product return must be properly packaged according to company guidelines (either using cardboard box or craft paper) to ensure that the package is accepted by out returns staff. Failure to do so will result in refusal of the package and will be shipped back to the customer at the customer’s expense. To help with the exchange and return process of your product, please keep the tracking number of your package in your records, in case it is needed to verify that the package has been safely delivered to our warehouse as we can locate your product(s) more efficiently. If your exchange and return has exceeded 7 business days since the delivery confirmation of your package, please notify us immediately and we will immediately have one of our staff look into your request and update you on the status.
Please direct your intended returns and exchanges to the shipping address below:
2nd Floor, Suite 165
4631 Shell Road
Richmond, British Columbia
V6X 3M4, Canada
Email: info@phoenixtactical.ca

 

A 25% restocking fee will be charged for items in opened (broken seal) packaging and new condition as determined by our RMA staff.
Disclaimer: Restocking fees are automatically calculated by our RMA staff and is non-negotiable.

Refunds:
If you have not yet received a refund upon your return, contact your credit card company as it may require some time before your refund is officially processed and posted.
If you have already completed this and still have not yet received your refund, please contact us at info@phoenixtactical.ca for assistance.

 

Disclaimer: several types of goods are exempt from our return policy. Consumable goods, including gas and BBs cannot be returned. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards

For further clarification on specific product categories please see below:

Airsoft Guns:
Items must be brand new in box and in unused condition. This means that you have yet to fire a BB pellet through the gun itself. Once the battery has been charged and BBs have been fired, the merchandise will be considered as used and will NOT be eligible for return. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for warranty claim.

 

Accessories:
Items must be in brand new and unused condition. These items must be in its original packaging and the item(s) having never been installed on a gun. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for a warranty claim.

 

Magazines:
Items must be in brand new and unused condition. These items must be in its original packaging and the item(s) having never been installed on a gun. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for a warranty claim.

 

Tactical Gear:
Items must be in brand new and unused condition. These items must be in its original retail packaging (including any and all attached tags and labels) and the item must never have been skirmished. The item must have absolute zero signs of wear as determined by our RMA staff. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for a warranty claim.

 

Battery and Chargers:
Items must be in brand new and unused condition. These items must be in its original packaging and the item(s) having never been installed on a gun. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for a warranty claim.
Sale Items:
Promoted sale items are not eligible for refunds or exchanges.
Only regular priced items may be refunded.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to deliver to you at a later time, we will send a refund to the gift giver and they will be notified about your return.



Gifts:
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 he will find out about your return.

 

Shipping:
Please direct your intended returns and exchanges to the shipping address below:
2nd Floor, Suite 165
4631 Shell Road
Richmond, British Columbia
V6X 3M4, Canada
Email contact: info@phoenixtactical.ca

 

Depending on the location of your residency, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item of over $75 in value, please consider using a trackable shipping service or purchase shipping and handling insurance. We cannot guarantee the receiving of your returned item otherwise.


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