Products availability
Products that are available for sale in Phedra website are available for sale as long as the product has the option to purchase; when the product is not available for immediate delivery it will appear as sold out but with the option of requesting a purchase order, in these cases the product elaboration will start once the order has been confirmed and Phedra will contact the client to inform the delivery time.Product delivery
All the items will be send via post mail and, at the time of delivery, you must sign your receipt. The delivery will be considered effective when the delivery company receives a signed receipt or a delivery record confirming that the goods were received. If the packaging is damage, sign the receipt and receive the package, immediately take a photo of the package and then open it, it is very important that when opening take care not to damage de packaging, check the condition of the product and if it is damaged, as soon as possible, contact our customer service, we will follow up on the return of your product.
If at the time of delivery at your address there is no staff to sign receipt, the shipping company will transfer the package to the nearest deposit. Phedra guarantees delivery and quality to the point where tracking indicates that the products were left at the corresponding address.
Delivery address
It is client responsibility to verify that the provided information of delivery address is correct. Phedra is not responsable for any problem that may arise from mistakes in the shipping address. If you have made a mistake in the delivery address, please contact us as soon as possible at shop@phedra.mx, we can not guarantee that the change can be made, but we will do our best to do so.
Returns and damages
Our policy lasts 5 days so, all notices of damage to the items or product returns must be notified within 5 business days after delivery date. If 5 days after delivery date have gone, unfortunately we can´t offer you a refund or exchange.
Refunds may be made only in the following cases:
- Our goal is that you like your purchase, so if you are not completely satisfied, you can return the product. The return must be within the first 5 days after receiving your purchase, as long as the product is unused and in its original packaging. Any product damaged or out of the aforementioned conditions will not be accepted for return.
- Defective products (Please, also refer to Phedra/Policies/Guarantee section)
- Wrong item to the ordered
If you wish to make a claim for a damaged item, you must provide the following information:
- Photographic evidence of the item and packaging to support your claim.
- Detailed information about the conditions in which you received the product and its packaging.
- Invoice number.
- Purchase date.
After this and previously approved by Phedra, the items must be returned to our offices. The shipment by parcel for the return of a lost product during transit, defective or incorrect is at the expense of Phedra; In returns of items that are not damaged or defect, the parcel delivery is paid by the customer, in theses cases Phedra is not responsible for any damage that may occur during the shipping of the items, including merchandise that is lost in transit. If you receive a refund, the cost of return shipping will be deducted from your refund. We suggest to insure the package; the total cost of the damaged or lost item will be borne by the customer, we suggest sending returns with proof of delivery.
All returned items must be new, unused and in their original packaging.
Once Phedra reviews the report and the damaged or defective items and, if everything is in the previously agreed conditions, the reimbursement process will begin.
The value of an item is determined by the amount paid and listed on your invoice. If you want to exchange for a completely different item, the value of the new item will be determined by the online price at the time your exchange is processed. No sales discounts and/or past promotions apply.
Sale items (iff applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.