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Returns & Refunds

Returns & Refunds

Returns Policy

Our returns policy is valid for 30 days. If you change your mind or no longer require our product, you may return it back to us within 30 days of delivery. To be eligible for a return, your item must be in a new and unused condition (including all labels & tags intact) and returned to us in the original packaging. If tags have been removed, we may be unable to process a refund. Our products purchased through a third-party retailer must be returned to the store they were purchased from, in accordance with their policy. To complete your return, we require proof of purchase, such as your order number or receipt. If you wish to return your item, please send it to the following address along with your delivery note or order ID: Ryder Imports Limited, The Old Wagon Works, Mantle Lane, Coalville, LE67 3DW. You will be responsible for any return delivery charges and the risk of loss or damage to the goods that you are returning, until they have been received by us. For your protection, we recommend that you use a tracked delivery service.

Faulty/Damaged Goods

You can return your faulty goods within 30 days of delivery for a full refund. If 30 days have passed since your purchase, you will not be eligible for a refund, however we will provide a replacement subject to availability within the warranty period. For us to resolve this quickly, please take photos of the damaged item and send it to contact@phoenix-fitness.com, along with your order number and a brief description of the damage, along with if you would like a refund or exchange. We will then be in touch and provide you with a pre-paid returns label. Please return your item along with your delivery note or order ID to: Ryder Imports Limited, The Old Wagon Works, Mantle Lane, Coalville, LE67 3DW. Once we receive your item, we will inspect it and process a refund or exchange. Should you choose not to send your item by the pre-paid label method, we will only cover the cost of a standard proof of delivery service. We are not liable to cover the costs of express or premium shipping services.

Incorrect Goods

You can return your incorrect goods within 30 days of delivery for a full refund or exchange. For us to resolve this quickly, please take photos of the incorrect item and send it to contact@phoenix-fitness.com, along with your order number and if you would like a refund or an exchange. We will then be in touch and provide you with a pre-paid returns label. Please return the incorrect item along with your delivery note or order ID to: Ryder Imports Limited, The Old Wagon Works, Mantle Lane, Coalville, LE67 3DW.  Once we receive your item, we will inspect it and process a refund or exchange, whichever is applicable. Should you choose not to send your item by the pre-paid label method, we will only cover the cost of a standard proof of delivery service. We are not liable to cover the costs of express or premium shipping services.

Cancellation Policy

You will be able to cancel within 14 days from the date of purchase. If you would like to request a cancellation for the item(s) you’ve ordered, please email us at contact@phoenix-fitness.com. If we are unable to cancel your item, for example if your order has already been processed, please return it to us for a full refund. For more information, please see our “Returns” policy.

Exclusions

Several goods are exempt from being returned. Non-returnable items include:
- Goods which have been opened/used/tags removed
- Perishable Goods
- Gift Cards

Exchanges

We only replace items if they are defective, damaged, or incorrect. Please see our ‘Faulty/Damaged Goods Policy,’ or our ‘Incorrect Goods Policy’ for more information.

Refunds

It can take up to 5 working days for your item to reach our returns hub. Once your return is received, we will send you an email to notify you that we have received your item. Once we’ve received and inspected your item, we will process a refund. The refund should appear in your bank account within 5-7 days of it being processed.