At Phoenix Hinges, we want you to be completely happy with your purchase. If for any reason you’re not satisfied, we’re here to help.
Returns
- You have 14 days from the date you receive your order to return items you’re not happy with.
- Items must be returned in their original condition and packaging.
- To start a return, please contact us at phoenixhinges@cookebrothers.co.uk or call us on 01922 740011. We’ll provide you with instructions and a returns address.
- You are responsible for return postage costs unless the item is faulty or incorrect.
Refunds
- Once we receive and inspect your returned items, we will process your refund.
- Refunds will be issued to your original payment method within 14 days of receiving the returned goods.
- Please note, if you have handled the product beyond what would be expected in a retail environment, we may reduce your refund to cover diminished value.
- Delivery costs are non-refundable unless the return is due to a fault on our part.
Faulty or Incorrect Items
- If you receive a faulty or incorrect item, please contact us immediately at phoenixhinges@cookebrothers.co.uk or call 01922 740011.
- We will arrange a replacement or refund at no extra cost to you, including return postage.
Important Notes
- Custom or specially made-to-order products are non-returnable unless faulty or damaged.
- We reserve the right to refuse returns that do not meet our policy conditions.
If you have any questions about returns or refunds, please get in touch—we’re happy to help.