Our returns policy is valid for 14 days from the receipt of an item.

Our returns procedure

All returns must be authorised by Phoenix Distribution (NW) Limited before they are despatched to us.

Returns authorisation

Before returning any item, please follow our returns authorisation procedure below. We will either E-mail or advise you a returns authorisation number over the phone, along with details on how and where to send your return. Please note that we reserve the right to refuse any return which does not include a returns authorisation number.

1) Contacting Returns Department

Please contact our returns department either:-
(1) By telephone on the following phone number:

Returns Department: 00 44 (0)1782 569845
and they will advise a returns authorisation number.
Or
(2) By sending an E-mail to returns@phoenixnw.co.uk and they will advise a returns authorisation number.

2) Packing the item

Wrap the item securely and include the invoice along with your returns authorisation number/ authorisation E-mail. Please return the item in the original packaging if possible.

3) Please return the parcel to the following address:

Returns Department
Phoenix Distribution (NW) Limited
18-20 Rosevale Road
Parkhouse Industrial Estate West
Newcastle under Lyme
Staffordshire
UK
ST5 7EF

Please note that you will be responsible for the costs of returning the items to us. However if we delivered this item to you in error or if the item is damaged or defective, we will refund the delivery cost.

4) Replacement or refund

We will ask you if you would like us to replace the item (provided it is still available) or refund your card. We will refund your card once we have received and processed the item. Please can you include the receipt for postage costs of the return item within your parcel if the return is as a result of faulty goods or we have delivered in error, we will reimburse the cost of this postage at the same time as we refund your card with the purchase price.

Returning an unwanted item

You may return any unopened item within 7 days of receiving it, for a full refund. We will refund your card once we have received and processed the item.

• We will only refund delivery costs if the return is a result of our error.
• We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error.

This Returns Policy does not affect your statutory rights, which are shown below:

Your Statutory Rights

Cooling-off Period

By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

For your protection, we recommend that you use a recorded delivery service if the value of the return is more than GBP 50.

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

We will refund the relevant part of the purchase price for that item together with the item’s normal postal charge – we cannot refund any priority, express or courier component of the postage charge, once we have received and processed the item.

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry’s website at: http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html