Terms and Conditions

Website access

At Phoenix Medical, we only sell to qualified and insured practitioners. We reserve the right to refuse access to our online store, to terminate accounts and cancel orders. Individuals whom are not qualified to purchase products are advised to consult a professional practitioner of Traditional Chinese Medicine. As a customer, you agree that you must not purchase goods or services that you are not permitted or insured to by law.

Qualified practitioners may register for an online account and upon activation, it is your responsibility to keep login information confidential and prevent unauthorised access to your online account. As the account holder, you are responsible for all activity under your account. If you suspect that your account has been accessed by unauthorised persons, please contact customer service immediately.


Prices on our catalogues, leaflets and advertisements will be correct at the time of print or publishing. Due to changes in cost and exchange rates, we reserve the right to alter our prices at any time.

Stock availability

At Phoenix, we endeavour to keep our products well stocked however inevitably, there will be items that sell out quicker than anticipated. With acupuncture needles, there are always similar or interchangeable products available. For recommendations and stock updates, please contact the sales team.


VAT is charged on all products except customised prescriptions and products categorised as food. VAT will be charged to customers outside of the EU. If you are exempt from VAT, please provide a VAT number to our accounts team and they will apply this to your account. 


Parcels sent outside of the EU may be subject to customs charges and import duties; these charges are made when the parcel reaches the destination country and therefore you are responsible for paying for the applicable import charges, taxes and customs duties. There is a £25.00 import clearance surcharge for countries outside of the EU i.e. Switzerland.


Our returns policy is 14 days from receipt. If you would like to return an item, contact us within 14 days of receiving the goods and we will be happy to refund or exchange goods that are in their original condition. To view our returns policy, click here.


If your wholesale parcel is returned to us due to unsuccessful delivery attempts, we will hold it for 14 days and notify you accordingly. If redelivery is not rearranged during this time, you will automatically be refunded the total of your order minus shipping fees and administration costs.

Please note: If international duty fees and customs charges are not paid, resulting in the goods being returned to us, customers will be charged an administration fee.

Damaged goods

Upon receiving your parcel, it is your responsibility to inspect the goods and report any damages or shortages to our customer service team within 7 working days. Customers must notify the customer service team before returning goods to Phoenix Medical. If we are not notified about the returned goods beforehand then an refund or exchange cannot be issued. When informing the customer service team of the damage, please include images of the damage for evaluation. On the condition that these terms are met, the postage cost to return the goods to Phoenix Medical will be credited to your account.

If in the event that the parcel has been damaged by the third party courier, we will claim the postage cost back from the courier and credit this amount to your account.