We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair it, replace it, or credit your account, subject to the below terms. This Policy applies to all Products bought on or through the Website.
This Policy forms part of the Phoenix Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
1. Preparing your Products for a return
1.1. To ensure your request is processed as quickly as possible you are responsible for the following when returning your Products;
1.1.1. Package your Products safely and securely for protection during transit;
1.1.2. Clearly mark your return reference number on the outside of the parcel; and
1.1.3. Include all accessories and parts that were sold with the Product.
1.2. Failure to adhere to any of the above requirements could either delay the processing of your request or result in its refusal.
2. Unwanted products
2.1. You can return an unwanted Product to us, subject to a 10% (ten percent handling fee), provided:
2.1.1. It is undamaged and unused, with the original labels and stickers still attached;
2.1.2. It is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
2.1.3. It is not missing any accessories or parts;
2.1.4. You log a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective; and
2.2. Clause 2.1 above shall not apply to any of the following products:
2.3. We will collect the Product from you at no charge. Once we have inspected the Product and validated your return, we will credit your account with the purchase price of the Product, less the 10% (ten percent) handling fee, within 10 days of the return.
2.4. Not what you ordered?
2.4.1. If we accidentally deliver the wrong Product to you, or if the Product is not as described on the Website, please notify us and we will collect the Product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in section 3 below. Once we have inspected the Product and validated your return, we will at your choice deliver the correct Product to you as soon as possible (if the correct Product is available); or credit your account with the purchase price of the Product within 10 days of the return.
3. Products damaged on delivery
3.1. Should a Product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.
3.2. We will arrange to collect the Product from you at no charge. Once we have inspected the Product and validated your return, we will at your choice repair / replace the Product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the Product.
4. Defective products
4.1. We do our best to ensure that the Products we deliver to you are of a high quality, and in good working order and without defects.
4.2. What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a Product, which makes the Product less acceptable than one would reasonably be entitled to expect in the circumstances.
4.3. The following will NOT be regarded as defects and will not entitle you to a return under this clause 4:
4.3.1. Faults resulting from normal wear and tear;
4.3.2. Damage arising from negligence, user abuse or incorrect usage of the product;
4.3.3. Damage arising from electrical surges or sea air corrosion;
4.3.4. Damage arising from a failure to adequately care for the product;
4.3.5. Damage arising from unauthorized alterations to the product;
4.3.6. Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
4.4. Standard Warranty
4.4.1. If you have received a Product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the Product (except in the case of an extended supplier warranty, which is set out below).
4.4.2. You can do so by logging a return on the Website, and we will arrange to collect the Product from you at no charge. Once we have inspected the Product and validated your return, we will at your choice repair / replace the Product (if such repair is possible / we have the same Product in stock to use as a replacement) or credit your account with the purchase price of the Product. If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.
4.4.3. Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
4.5. Extended Supplier Warranty
4.5.1. A Product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a Product turns out to be defective more than 6 months after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the Product.
4.5.2. You can do so by logging a return on the Website, and we will facilitate your return of the Product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
4.5.3. Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the Product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
4.5.4. It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. Phoenix is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.
4.6.1. If you return a defective Product to us, but you fail to return all of the accessories and parts that were sold with that Product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.
If you return a Product that does not comply with this Policy, you may be liable to reimburse us for the cost of collecting the Product from you and the cost of having the Product returned to you.