We operate a non refund policy on bespoke orders placed online
Bespoke orders and cancellations of.
As almost everything is made to order for you please keep this in mind when you place your order, you have 5 days from placing your order to change your mind and ask for a full refund. after this you may only be eligible for a partial refund depending on costs incurred in the workshop. completed orders cannot be returned for a refund and can only be returned if faulty and shall be replaced by an identical item.
Shed and summerhouse After sales care.
We are happy to take care of snagging problems to doors or windows that may be caused by settlement of your new structure and will offer this for the first year after the date of installation. After this period this becomes the responsibility of the owner to take care of as part of the essential on going care of your structure.
Any attempted repairs to our sheds or summerhouses by a 3rd party will void this 1 year period and Phoenix Home and its employees will no longer be liable to carry out any future repairs. Any required repairs must be carried out by Phoenix Home employees during this time, unless otherwise agreed.
Larger items.
Should a problem arise with one of our larger custom made items such as swings, arbours etc. We shall in the first instance endeavour to repair, not replace the item. if an onsite repair is not possible we shall discuss the best course of action with you the client before deciding the best way forward.
We hope you understand
Our non refund policy is due solely to the fact that all items are custom made for you. In many instances they are stained or painted to the clients choice too. For these reasons we can only repair or replace any item that may arrive damaged. For items sent by post/courier we will require you the customer to return the item to us, once we have received the damaged item we will get an identical replacement item sent straight out to you.