Refund policy
RETURN AND REFUND POLICY
Last updated: 15 January 2026
Personalised and Custom-Made Products
Some products sold by Black Phoenix Designs are personalised or custom-made to order based on your specifications. As such, we cannot accept returns or offer refunds on any personalised items as they are made specifically for you.
Under UK Consumer Contracts Regulations, personalised goods are exempt from the standard 14-day right of withdrawal.
Exceptions
We will accept returns and provide refunds only in the following circumstances:
- The product arrives damaged or defective
- We made an error in the personalisation (incorrect spelling, wrong design, etc.)
- The product is significantly different from what was described
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery at blackphoenixdesigns1@gmail.com with:
- Your order number
- Photos of the damaged item
- A description of the issue
We will arrange for a replacement or full refund at no cost to you.
Our Errors
If we make a mistake with your personalisation, we will create a replacement item at no charge or provide a full refund. Please contact us within 7 days of receiving your order.
Approval Process
To ensure your satisfaction, we send a proof of your personalised design for approval before production. Once you approve the proof, we cannot accept returns based on the personalisation.
Contact Us
If you have any questions about returns or refunds, please contact us:
- Email: blackphoenixdesigns1@gmail.com
- Response time: Within 24-48 hours
Refund Processing
Approved refunds will be processed within 5-7 business days and returned to your original payment method. Please allow additional time for your bank to process the refund.