Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused and in the same condition that you received it. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@phoenixwooddesign.co.uk and we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
All return costs to be covered by the customer and for all custom items (including our hand made wood items) we charge a £10 admin fee to be subtracted from the refund amount.
You can always contact us for any return question at sales@phoenixwooddesign.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Many of our items are made from wood, which as a natural material may have marks, knots, cracks and imperfections. These are not considered damage. We will not dispatch an item that is believed to be structurally unsound, so please do contact us if you have any concerns.
Exchanges
Items to be exchanged must be UNUSED and in a new re sellable condition. Please contact us within 14 days to discuss any exchange requests.
We will be unable to dispatch any exchange until the original is received back with us and checked over, unless a new order is placed.
As many of our items are custom handmade, the option to exchange is not always guaranteed.
All return costs to be covered by the customer and for all custom items (including our handmade wood items) we charge a £10 admin fee
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (less the £10 admin fee if applicable).
Please remember it can take some time for your bank or credit card company to process and post the refund too.