Refund policy

Last updated: October 5, 2026

At PhoenixCare (大唐醫風), we are committed to offering carefully selected, professionally reviewed, and high-quality products. We want every customer to shop with confidence and to clearly understand our return, exchange, and refund practices. This Return & Refund Policy explains the conditions under which products purchased through our online store may be returned, exchanged, or refunded.

1. Return Eligibility

Unless otherwise stated on the applicable product page, eligible merchandise may be returned within 14 days after delivery. To qualify for a return, the item must:

Be unused, unopened, and in its original condition
Remain in its original packaging with all labels, seals, accessories, and inserts intact
Show no signs of use, damage, alteration, washing, contamination, or improper storage
Be accompanied by valid proof of purchase, such as an order number, receipt, or other purchase record

Products that do not meet these conditions may not be eligible for return or refund. Please contact us before sending any item back. Unauthorized returns may be refused.

2. Health, Wellness, Herbal, and Personal-Care Products

Because many products sold by PhoenixCare involve health, wellness, herbal use, food or beverage consumption, topical application, personal care, or direct contact with the body, additional health and safety restrictions apply. For safety, hygiene, and quality-control reasons, we generally cannot accept returns of products that have been opened, used, partially consumed, unsealed, or otherwise altered after delivery, unless the product arrived damaged, defective, contaminated, leaking, or incorrect. This restriction may apply to products including, but not limited to:

Herbal and traditional wellness products
Herbal teas, food products, and ingestible products
Powders, granules, extracts, supplements, and similar products
Oils, creams, balms, ointments, patches, and topical preparations
Skincare and personal-care products
Moxibustion and treatment-related products
Products intended for direct skin or body contact
Other hygiene-sensitive merchandise

Please carefully review each product's ingredients, intended use, specifications, directions, and other relevant information before purchasing.

3. Non-Returnable Items

The following items are generally considered Final Sale and cannot be returned or exchanged unless they arrive damaged, defective, contaminated, or incorrect:

Opened, used, or partially consumed health or wellness products
Opened herbal, food, tea, or ingestible products
Opened skincare, topical, cosmetic, or personal-care products
Perishable goods
Customized, personalized, or made-to-order items
Gift cards
Digital products or downloadable materials
Products clearly marked “Final Sale,” “Non-Returnable,” or “As Is” at the time of purchase
Items damaged through misuse, improper care, improper storage, accident, or normal wear and tear
Items returned after the applicable return period

Nothing in this Policy limits any rights or remedies that cannot legally be waived under applicable law.

4. Sale and Promotional Items

Unless otherwise stated at the time of purchase, discounted or promotional merchandise may be returned if it otherwise satisfies the eligibility requirements of this Policy. Products specifically identified as “Final Sale,” “Non-Returnable,” or “As Is,” and clearance merchandise marked as non-returnable, are not eligible for return or refund except where required by law or where the item was damaged, defective, contaminated, or incorrectly shipped.

5. Damaged, Defective, or Incorrect Items

We take product quality seriously. Please contact us at mte@phoenixcarehealth.com within 7 days of delivery if your order arrives:

Damaged
Defective
Leaking or broken
Incorrect
Missing an item
Materially different from what you ordered

Please include:

Your full name
Order number
A description of the issue
Clear photographs of the product
Photographs of the packaging
Photographs of the shipping label
Where applicable, photographs clearly showing the damage or defect

Please retain the product and all original packaging until we have reviewed your claim. If we confirm that the item was damaged, defective, contaminated, or incorrectly shipped, we may, as appropriate, offer:

A replacement
An exchange
Store credit
A refund

For confirmed errors attributable to PhoenixCare, we will be responsible for reasonable return shipping costs when a return is required.

6. How to Request a Return

To request a return, please contact us at mte@phoenixcarehealth.com. Please provide:

Your full name
Order number
The item or items you wish to return
The reason for the return

If your return request is approved, we will provide return instructions.

Please do not send any item back before contacting us and receiving return instructions.

Receiving a returned item does not automatically mean that the return has been approved. All returned merchandise remains subject to inspection and final approval.

7. Return Shipping

The customer is generally responsible for all return shipping costs, unless the return is due to:

Our shipping error
A confirmed damaged product
A confirmed defective product
A contaminated product
Another issue attributable to PhoenixCare

Original shipping and delivery charges are generally non-refundable, except where required by law or where the return results from our error. We strongly recommend using a trackable shipping service and retaining proof of shipment. PhoenixCare is generally not responsible for returned packages that are lost, stolen, misdirected, or damaged in transit before they are received by us.

8. Inspection of Returned Products

All returned merchandise is subject to inspection. To the extent permitted by law, we reserve the right to deny a refund or adjust the refundable amount if an item:

Has been opened or used
Is missing original packaging, labels, accessories, or components
Was damaged after delivery
Shows signs of improper handling or storage
Is materially different from the condition in which it was originally shipped
Otherwise fails to meet the requirements of this Policy

PhoenixCare does not currently charge a standard restocking fee for eligible returns.

9. Refunds

Once we receive and inspect an approved return, we will notify you regarding the status of your refund. If approved, the refund will generally be issued to the original payment method. Please allow approximately 7 to 10 business days after approval for us to process the refund. Your bank, credit card company, payment processor, or financial institution may require additional time before the refund appears in your account. Original shipping charges and other non-refundable fees, if applicable, will generally not be included in the refund unless required by law or unless the return is due to our error.

We are not responsible for processing delays caused by banks, card issuers, or third-party payment processors.

10. Exchanges

Eligible products may be exchanged subject to product availability and approval. For health, hygiene, herbal, ingestible, topical, or personal-care products, exchanges are generally available only when:

The original product remains unopened and otherwise satisfies the requirements of this Policy
We confirm that the product was damaged, defective, contaminated, or incorrectly shipped

If the requested replacement item is unavailable, we may offer:

An alternative product
Store credit
A refund

11. Refused or Undeliverable Packages

If a package is returned to us for one of the following reasons, the customer may be responsible, to the extent permitted by law, for the original shipping cost, return shipping costs, and any additional carrier charges:

The customer refused delivery
An incorrect or incomplete shipping address was provided
The carrier was unable to complete delivery
The package was not collected
Delivery failed for another reason not attributable to us

Any refund will be determined only after the merchandise has been returned to and inspected by us.

12. Lost or Stolen Packages

Once a carrier confirms delivery to the shipping address provided with the order, PhoenixCare is generally not responsible for packages that are subsequently lost or stolen. However, if you believe there has been a delivery issue, please contact us promptly. We will make reasonable efforts to assist you in working with the carrier to investigate the matter.

13. Order Cancellations

Orders may be canceled only if the cancellation request is received before the order has entered processing or shipment. Because we aim to process orders promptly, we cannot guarantee that an order can be canceled or modified after it has been placed. Once an order has shipped, it will be subject to this Return & Refund Policy.

14. Services, Appointments, and Treatment Packages

This Return & Refund Policy applies primarily to physical merchandise purchased through our online store. The following may be subject to separate cancellation, refund, and service policies:

Acupuncture services
Traditional Chinese medicine or wellness consultations
Wellness services
Appointments
Treatment packages
Prepaid services
Memberships
Other professional or clinical services

Purchasing merchandise from PhoenixCare does not, by itself, create a physician-patient, practitioner-patient, or other healthcare professional relationship.

15. Product Results and Personal Preferences

Individual experiences with wellness, herbal, skincare, personal-care, and related products may vary. A product that is consistent with its description is not considered defective merely because a customer:

Does not prefer its taste, smell, texture, appearance, or packaging
Does not experience a desired or expected result
Experiences results that differ from another person's experience

This provision does not affect any rights relating to products that are actually:

Damaged
Defective
Contaminated
Mislabeled
Incorrectly shipped
Otherwise subject to legal remedies under applicable law

16. Fraud, Abuse, and Excessive Returns

To the extent permitted by applicable law, we reserve the right to review and deny return or refund requests involving suspected:

Fraud
Misrepresentation
Product substitution
Altered merchandise
False claims of non-delivery
False claims of damage
Abusive chargebacks
Repeated misuse of promotional offers
Other abuse of our return or refund process

Any such determination will be made reasonably and based on the circumstances of the transaction.

17. Chargebacks and Payment Disputes

If you believe there is an issue with an order, we encourage you to contact us first at mte@phoenixcarehealth.com. We will make reasonable efforts to review and resolve the issue promptly. Nothing in this section limits any lawful right you may have to dispute a transaction through your bank, card issuer, financial institution, or payment provider.

18. Purchases Through Third-Party Platforms

Products purchased through a third-party marketplace, retailer, distributor, social-commerce platform, or other third-party seller may be subject to that seller's return and refund policies. Where a third-party platform requires its own return procedures or provides consumers with additional rights, those applicable rules may govern the transaction.

19. International Orders

International returns may be subject to:

Additional shipping charges
Customs requirements
Duties
Taxes
Import or export restrictions
Brokerage fees
Carrier requirements

Unless required by law or caused by our error, customers are generally responsible for costs associated with international returns. Certain products may not be returnable across international borders because of customs, food, botanical, herbal, health-product, or import/export regulations.

20. Consumer Rights

This Policy is intended to clearly disclose the return and refund practices of PhoenixCare. Nothing in this Policy is intended to exclude, restrict, or waive any consumer right that cannot lawfully be excluded, restricted, or waived. Where applicable federal, state, local, or other consumer-protection law provides customers with rights greater than those stated in this Policy, the applicable law will control. For customers purchasing in New York, this Policy is intended to comply with applicable New York requirements concerning disclosure of retail and online refund policies. A written copy of this Return & Refund Policy is available upon request.

21. Changes to This Policy

We may revise this Return & Refund Policy from time to time to reflect:

Changes to our products or services
Changes in business operations
Changes in technology
Changes in applicable law or regulatory requirements
Other reasonable business needs

Generally, the policy in effect at the time your order was placed will apply to that order, subject to any rights required by applicable law. The “Last updated” date at the top of this page indicates when this Policy was most recently revised.