T's & C's

RETURNS & REFUND POLICY – PHOENIX CREATIONS

At Phoenix Creations, each item is uniquely crafted and personalised according to your specifications. Due to the custom nature of our products, we have the following policy in place:

1. No Returns or Refunds on Personalised Items
All personalised and customised items are made specifically for you and cannot be resold. Therefore, we do not accept returns or offer refunds for:

  • Change of mind

  • Incorrect size selection

  • Spelling or design errors approved by the customer

  • Preference changes after order confirmation

2. Order Approval Responsibility
Customers are responsible for carefully reviewing all order details, including:

  • Spelling

  • Design layout

  • Colours

  • Sizes

Once approved and sent for production, no changes can be made.

3. Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect due to an error on our side, please contact us within 48 hours of delivery with:

  • Clear photos of the item

  • Proof of purchase

After assessment, we will offer either:

  • A replacement item, or

  • A refund (where applicable)

4. Non-Returnable Conditions
We will not accept returns or refunds if:

  • The item has been used or worn

  • The item has been damaged due to misuse or improper care

  • The issue was not reported within the required timeframe

5. Production & Processing Time
Production begins only after full payment and order confirmation. Please allow:

  • Standard orders: 1–3 business days

  • Bulk orders: 5–7 business days

6. Courier Responsibility
Once your order has been handed over to the courier, Phoenix Creations is not responsible for:

  • Delays

  • Loss or damage during transit

However, we will assist where possible in resolving courier issues.

7. Contact Us
For any issues or concerns, please contact us directly via our official business channels.

By placing an order with Phoenix Creations, you acknowledge and agree to this Returns & Refund Policy.