Politique de remboursement

Refunds & Returns Policy

Overview

At Flaming Phoenix, we take pride in the quality, safety, and performance of Phoenix Bars. As our products are food items, 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 consumed.

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 request photographs to help resolve the matter quickly.

In these cases, we will offer a replacement or a refund, as appropriate, in line with your statutory rights. We will cover all return shipping costs for faulty, damaged, or incorrect items.

For approved returns of unopened products, customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

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 approved returns of unopened products, we will cover the return shipping costs. Original outbound shipping 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 defined as orders exceeding £200 or 50 bars).

This includes, but is not limited to, large endurance, expedition, group, or event-related purchases. 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 consumed.

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

Goodwill and Case-by-Case Resolution

Customer satisfaction matters to us, and we value long-term relationships. If something does not 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 offered at our discretion and does not create an ongoing obligation.

Contact

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