Team Phoenix want you to love your item(s) purchased, however we understand there may be times that you may not be completely satisfied with your purchase and we will be happy to offer a refund or exchange within 14 days of receiving your order.
Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty.
RETURNING YOUR ONLINE ORDER
In the interests of hygiene, we will not accept any goods that have been damaged, soiled or marked by smoke, deodorant, perfume, tan, makeup, etc. All item(s) must be returned unworn, unused, in their original garment wrapping/packaging and with all tags still attached. WE RESERVE THE RIGHT TO REFUSE A REFUND OR EXCHANGE IF THESE STEPS ARE NOT FOLLOWED.
All orders must be return back to us via post to our online warehouse. To return items by post please complete the following steps:
1. Pack the items that you wish to send back ensuring all items are in their original condition* along with the order form.
2. Ensure to include the original order form you received, in with the parcel/items you wish to send back (so we can check the order number and information). Please state the reason for the return/refund. Items can be returned to the address below.
3. Take your return parcel to any local post office or courier, where a postage fee will be charged (this cost is your responsibility). Please note the cost of returning any item is your responsibility and as such you should try avail of the most cost efficient method possible. This is currently via the An Post Gift Envelope (Yellow Coloured Pre-Paid Jiffy Bag). In the event that, through an error on our behalf, the item needs to be returned to us, then we have discretion as to whether or not a refund on the cost of returning the item is appropriate. Any such refund is limited to the maximum value that was paid originally by the customer.
4. The item(s) are your responsibility until they reach us. For this reason we strongly recommend that you send any parcels back to us using a recorded delivery service, and a obtain proof of delivery certificate from the courier used.
5. In the event of an exchange, once we have received the item, in it's original condition, together with the order invoice and we are satisfied the item is unworn etc. we will send out the preferred exchange item (provided we have it in stock). The item will only be sent out once the postage fee has been paid. The additional postage/shipping cost is your responsibility.
All goods will be inspected on return
Please note that you are required to take reasonable care of the goods prior to returning them. You are liable for any diminished value of the goods resulting from the handling of the goods beyond that necessary to establish their nature, characteristics and functioning The goods are your responsibility until they reach us, so make sure they're packed properly and can’t get damaged in transit. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
On inspection of the goods during this time, or after, as the case may be, if we find that you have handled the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods, you will be liable for the diminished value of the goods. In such circumstances, we may withhold an amount to reflect the diminished value of the goods.
Upon receipt of the item(s) we will refund the order value, less the original shipping, to the original purchasing card/method of payment within 14 working days. Please note Phoenix does not accept liability for the length of time particular banks take to process refunds.
** Refunds outside the stated time frame will not be accepted unless at the discretion of Phoenix**
Please note there are no refunds on sale/discounted items - exchange or credit note only on sale items.
We strive to ensure that our garments are of the highest quality and reach you in excellent condition, please accept our sincere apologies if you have received a faulty or incorrect item. If you have received a faulty or incorrect item please contact our customer service via firstname.lastname@example.org email address, so that a member of our customer service team can advise you on the correct procedure in sending the item back to us.