Refund policy

Returns

We offer a 30-day return window for standard, non-bespoke items. Please contact us within 30 days of receiving your item to request a return.

For change-of-mind returns under this policy, items should be unused and in the same condition as received. Please package them securely, using the original packaging where possible, and provide your receipt or proof of purchase.

To request a return, email phoenix.reclamation@outlook.com or call 07526 072852. We will provide the return address and instructions.

Return postage

Customers are responsible for return postage costs for change-of-mind returns. Please contact us before sending your item back so we can provide the correct instructions. This does not affect your statutory rights.

Bespoke and personalised items

Items made to your specifications or personalised for you are excluded from our change-of-mind return policy. This does not affect your rights if an item is faulty, damaged or not as described. Please contact us if you have any concerns about your bespoke order.

Damaged, faulty or incorrect items

Please contact us promptly (within 7 days) if your item arrives damaged, is faulty or is not what you ordered. Include your order details and, where possible, photographs of the item and packaging so we can help resolve the issue. Change-of-mind return conditions do not limit your statutory rights for faulty or incorrectly supplied goods.

Exchanges

Please contact us if you would like to exchange an eligible item. We can advise on returning the original item and placing a new order.

Refunds

We will notify you once we have received and inspected your return and confirm the refund outcome. Approved refunds are issued to your original payment method within 10 business days, or sooner where required by applicable law. Your bank or payment provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact phoenix.reclamation@outlook.com.

Your consumer rights

This policy is in addition to, and does not restrict, any cancellation, return or refund rights you have under applicable consumer law. Sale items are not excluded from statutory rights.