Refund policy

Returns
Our policy lasts 30 days. If 30 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.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

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

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

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.
Next contact your bank. 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 william@phoenixtactical.ca.

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 william@phoenixtactical.ca and send your item to: 2nd Floor, Suite 165, 4631 Shell Road Richmond British Columbia CA V6X3M4.

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
To return your product, you should mail your product to: 2nd Floor, Suite 165, 4631 Shell Road Richmond British Columbia CA V6X3M4

You will be responsible for paying for your own 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.

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Phoenix Tactical Ltd. understands that not every purchase from our walk in store or website will work for every customer, we strive to offer a reliable return policy. If you are not happy with a product purchased through our stores you have 14 days from the date of receipt to return the item. Please DO NOT return any items without prior authorization from the RMA department with proper documentation, all items MUST be accompanied by an authorized RMA form in order to be processed. Exchanges/Returns have a minimum processing time of 3 business days from the date we receive the package. Make sure the product being returned is properly packaged with either a cardboard box or kraft paper to ensure that the package is accepted by out returns staff. Failure to do so will result in refusal of the package and it will be shipped back to the customer at the customers expense. To help with the exchange/return process of your product, please keep the tracking number for your package in your records, in case we need it to verify that the package has been delivered at our warehouse and we can then locate it more efficiently. If your return/exchange 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.
All items MUST be returned through our RMA process, guidelines and rules stated below:
Please note that all returned items must be in brand new, factory sealed packaging. Returned items must be 100% brand new, unused and in functional condition. For returned items we will offer 100% store credit in exchange. If the item you received was defective out of the packaging, please refer to our Warranty Policy.
Items that have been reviewed and determined to be in unsellable condition and cannot be restocked will be subject to a minimum restocking fee.

A 25% restocking fee will be charged for items in opened (broken seal) packaging and new condition as determined by our RMA staff.
** Restocking fees are automatically calculated by our RMA staff and is non negotiable.
Our return policy only covers "BRAND NEW" and un-used items. If you are experiencing problems with your item (failure, damage or DOA) with an item that you have received from us, please refer to the warranty policy.
Unfortunately due to the nature of on-line shopping, all return shipping costs from the customer back to Phoenix Tactical Ltd. are the responsibility of the customer. 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 through the gun. Once the battery has been charged and bbs fired, the merchandise will be considered used and NOT 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. This means that it is still in original retail packaging and the item has never been installed on a gun. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for warranty claim.
Magazines:
Items must be in brand new and unused condition. This means that it is still in original retail packaging and the item has never been installed on a gun. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for warranty claim.
Tactical Gear:
Items must be in brand new and unused condition. This means that it is still in original retail packaging/tags and the item has never been skirmished. The item must have 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 warranty claim.
Battery and chargers:
Items must be in brand new and unused condition. This means that it is still in original retail packaging and the item has never been installed on a gun. If you are experiencing problems with your merchandise, please refer to and notify our RMA department for warranty claim.
Supplies (including gas, bbs and other consumables):
Unfortunately due to the nature of these products there are zero returns for these items.