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 wrapping/packaging and with all tags still attached. WE RESERVE THE RIGHT TO REFUSE A REFUND 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. Complete the returns form included in your original parcel; including your order number, name, item(s) to be returned and the reason for your return.
2. Pack the items that you wish to send back ensuring all items are in there original condition* along with the returns form.
3. Ensure to include the original invoice you received, in with the parcel/items you wish to send back (so we can check the order number and information). Items can be returned to the address below.

RETURN ADDRESS

4. Take your return parcel to any local post office or courier, where a postage fee will be charged (this cost is your responsibility).
5. 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.

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.