Please read all the information below carefully. In keeping with our obligations as a business seller, we offer a 14 day "cooling off" period for all Buy It Now orders. As per the Distance Selling Regulations 2000 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you are entitled to cancel any orders made with us via the eBay Buy It Now facility within 14 calendar days of receipt of your order.
The terms and policies on this page form part of our legal contract. Please do not purchase items if you do not agree to these terms and policies. This does not affect your statutory rights.
Returns period & terms:
If you wish to return an item, we must be notified within 14 calendar days of receipt of your item, you then have a further 14 calendar days to return the item to be eligible for refund. Any returns received outside of this period will be processed at our discretion. We will refund the cost of the returned item and your original order postage costs to you within 7 days of receipt of the returned order. We
will refund the cost of the returned item and your original order postage costs to you within 7 days of receipt of the returned order for UK orders. Orders returned from overseas are not eligible for an original postage refund, only the original cost of the item.
Return postage costs are the responsibility of the buyer and will not be reimbursed. We recommend obtaining a free certificate of posting for all return items. It is the buyer's responsibility to ensure that adequate care is taken to return the item to ensure it's safe arrival. All return items must be adequately packaged to prevent damage. The original packaging the item was sent in can usually be used for it's return. The return parcel should include a cover note with your eBay username and nature of return, to identify it, delays may occur where this is not included. All orders returned from outside the UK must include any and all applicable customs documentation and must clearly be marked as "Returned Goods", parcels without this information will automatically be returned to sender.
If you wish to exchange an item, please return the item in line with our returns policy above, with a note included with your exchange preferences. All exchanges are subject to stock availability.
Phoenixx Rising, Unit 705,
Wensley Business Park, Apple Street,
BB2 1WD, UK.
Condition of returned items:
Return items must be received in the same new, resaleable condition in which they were sold, with all original tags and packaging. We reserve the right to refuse any return item that is received in substandard un-resaleable condition, and recover any subsequent costs associated with these items.
PLEASE NOTE: Items returned smelling of smoke or food, soiled, stretched, with animal or pet hair or otherwise damaged will not be eligible for refund or exchange. If you wish to have these items returned to you, this will be done at cost.
Faulty or incorrect items:
If you receive an item that is faulty or incorrect, we will either repair, exchange or the refund the cost of the item to you upon receipt of the returned item. Items must be returned, and must include all original packaging. For faulty or incorrect items we will reimburse your return postage costs to the value of 2nd class recorded post for UK mail, and standard tracked airmail for overseas orders.
Exclusions and exceptions:
Unless the item is faulty, we are unable to accept perishable or personalised items for exchange or refund. Custom made and personalised items are excluded from our returns policy. Auction format sales are exempt from our returns policy, all auction format sales are final.