Overview
Our refund and returns policy lasts 14 days from date of delivery for non-faulty goods and 30 days from date of delivery for faulty goods. If 14/30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase. Refunds and returns are not available on custom-made or personalised orders.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14/30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of us receiving the item.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@phoenixheart.co.uk
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@phoenixheart.co.uk and send your item to: Phoenix Heart, Berwyn, Station Road, Caehopkin, SA9 1TP.
Shipping returns
To return your product, you should mail your product to: Phoenix Heart, Berwyn, Station Road, Caehopkin, SA9 1TP.
If you wish to return an item you will be responsible for paying your own shipping costs for returning the item and liable for any damage or loss incurred during shipping, for example if it is improperly packaged for transport. If you are returning more expensive items you may consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
If you are returning a faulty product we will include the cost of return shipping standard 2nd Class with Royal Mail in your refund, this does not apply to returning non-faulty items.
Need help?
Contact us at contact@phoenixheart.co.uk for questions related to refunds and returns.