Returns and Exchange Policy


We have a 14 day returns policy which comes into effect the day you receive your order. We will only accept returned goods if they are still in the original sold condition.

To request a return, please fill in our Returns Form. We will process the returns request based on the information provided. 

Please note that items that we receive without our prior authorisation will not be treated as a return.

For customers outside of the UK, contact our customer care team on +44 (0) 1245 350822 or email


At Phoenix it's our responsibility to make sure that you receive your goods at the very best quality and condition, however, we also advise to our customers to inspect all products immediately upon receiving, if in the unlikely event that the products are faulty, we will be more than happy help you rectify this as soon as possible.

All products are subject to the 14 days returns policy and a returns form must be completed. If the returns form is completed after the 14 days policy, the application may not be accepted.Please return your item(s) to us within 7 days after finding the fault.

To apply for a returns request, fill in this form.

Please do not use any faulty items after finding the fault, or we may not be able to provide a refund.

For electrical goods, we offer a 12 month warranty period, to read the warranty terms click here.

For customers outside of the UK, contact our customer care team on +44 (0) 1245 350822 or email


To exchange unwanted goods, the 14 day returns policy applies. Please fill in the returns form and include in with parcel.

Return your unwanted item(s) to us within the returns period and state which items you would like instead. Exchanges may take up to 14 days from receiving the returned item(s). 


If goods have been returned to us within the returns policy and in sold condition, we can issue a refund or a credit note. Amounts refunded will equal the amount paid for the particular product at the time of the order. Refunds on postage will only be issued if the product is faulty.

Refunds can take up to 7 working days to process.