Refund policy

Overview

At Flaming Phoenix, we take pride in the quality, safety and performance of Phoenix Bars. As our products are food, this policy is designed to protect food safety while treating customers fairly, transparently and reasonably.

Nothing in this policy affects your statutory rights.

Food safety and hygiene

For hygiene and food safety reasons, we cannot accept returns or offer refunds for any Phoenix Bars that have been opened, unsealed or eaten.

This applies regardless of taste preference or personal suitability once products have been opened.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or incorrect, please contact us within 30 days of delivery, quoting your order number and details of the issue. Where appropriate, we may ask for photographs to help resolve things quickly.

In these cases, we will offer a replacement or a refund, as appropriate, in line with your statutory rights, and we will cover any return postage.

Unopened products and change of mind

We understand that circumstances can change. Returns of unopened, unused and fully sealed products may be accepted, provided that:

  • You contact us within 30 days of delivery
  • All items remain unopened, unused and in their original sealed condition
  • The return is approved by us in writing before anything is sent back

For change-of-mind returns, you pay the cost of posting the items back to us. Once we receive them in their original sealed condition, we will refund the price of the items.

If you cancel within 14 days of delivery, we will also refund the standard delivery cost you originally paid (but not any extra you paid for Express delivery). After 14 days, original delivery costs are non-refundable.

Bulk and multi-unit orders

Due to the nature of our products and logistics, discretionary returns are not available for bulk or multi-unit orders beyond a reasonable consumer quantity (typically orders over £200 or 50 bars). This includes, but is not limited to, large endurance, expedition, group or event-related purchases. This does not affect your statutory rights. Please contact us if you have questions about whether your order qualifies.

Taste preference

As Phoenix Bars are food products, we cannot offer refunds based solely on personal taste preference once items have been opened or eaten.

However, if you're trying Phoenix Bars for the first time and find after opening that they don't suit your needs, please get in touch to talk through the options. Customer satisfaction matters to us.

Goodwill and case-by-case resolution

We value long-term relationships with our customers. If something doesn't feel right with your order, please get in touch.

While we are not obliged to offer refunds outside the terms above, we may choose to do so in exceptional circumstances as a gesture of goodwill. Any such resolution is at our discretion and does not create an ongoing obligation.

Contact

For all refund or return enquiries, please contact jfrost@flaming-phoenix.co.uk or call 07990 519422.