Refund policy

We will only consider a refund or replacement for items which are faulty, damaged or incorrect.

We make every effort to accurately describe & portray our products. However, colours may vary due to lighting & as to how they appear on your screen.

Our products are unique & most are individually hand-crafted. As such the colour and finish can vary, or there can be minor imperfections which are inherent in the making of the product, and add to the character of the piece.

These are not considered grounds for refund or replacement.

And we do not refund for “change of mind”, so please choose carefully.

 

If you receive an item you consider to be incorrect, faulty or damaged, you need to notify us by email contact@redphoenix.com.au  within 48 hrs of delivery for retail purchases, and 7 days for bulk wholesale orders. You must include photographs of the item in question.

If we consider the item warrants our evaluation, you will then need to return it to us in the original packaging (showing postage mark/sticker, or consignment note number) and condition you received the item, including a copy of invoice. The return freight cost is at your expense, but will be credited to you in the form of a gift voucher, if your claim is validated by us and a replacement item is dispatched.

NB if you reside in the Sydney region, products confirmed for return can be delivered in person, with proof of purchase, to our Sydney warehouse in Ultimo ….by appointment only.

As an alternative to product return/replacement, you can choose to keep the item, & we will compensate you for any agreed drop in value.

 

Please keep your proof of purchase (Receipt or Order confirmation email or Invoice). We do not provide a refund , exchange or credit, without one.

 

In the event of “change of mind” or “incorrect choice”, we will offer an exchange or gift voucher for the value of the item….subject to item being returned and received by us, in its original condition, and where possible, original packaging. Gift vouchers are valid for 12 months from the date of the exchange.