Refund policy
REFUND & RETURN POLICY
Thank you for shopping with Phoenix Creations. As all items are custom-made and personalised, please read our policy carefully before placing your order.
No Returns or Refunds on Personalised Items
All products are made specifically according to the details provided by the customer. For this reason, we do not accept returns, exchanges, or refunds on personalised or custom-made items.
Customer Responsibility
Customers are fully responsible for ensuring that all information provided (including names, dates, spellings, colours, and design choices) is accurate and correct before finalising the order.
Phoenix Creations will not be held accountable for any incorrect information provided once an order has been confirmed and finalised.
Order Approval
Where applicable, design previews may be shared. It is the customer’s responsibility to review and approve all details carefully before production begins. Once approved, no changes can be made.
Damaged or Incorrect Items
If you receive an item that is:
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Damaged, or
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Incorrect due to an error on our side
Please contact us within 48 hours of receiving your order with clear photos. We will assess the issue and arrange a replacement where applicable.
Cancellations
Orders may only be cancelled within 12 hours of placing the order. After this period, production may have already started and cancellation will not be possible.
Non-Refundable Situations
We do not offer refunds for:
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Change of mind
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Incorrect information provided by the customer
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Delays caused by courier services
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Failure to collect or accept delivery
Contact Us
For any queries or concerns, please contact us via:
WhatsApp: 084 760 9489
By placing an order with Phoenix Creations, you agree to this Refund & Return Policy.
Thank you for your understanding and support 💖