All products are inspected on arrival at and before leaving our warehouse but if for any reason you need to return a product for refund please do so within 30 days of receipt . Products returned undamaged, unused and with their original packaging will receive a full refund of the purchase price. Any refund will EXCLUDE the original cost of delivery.
In the unlikely event that on arrival your product is faulty or damaged, or in the event the product fails within the first 30 days of use, please contact us via the contact form on our website or by sending an e-mail to trade@phoenix-motorcycle.com. If possible please send photographs of the damaged or faulty item as this may avoid the need for you to return the item to us. Damaged and faulty products which are unused will be exchanged or refunded in full immediately.
There are certain situations where only partial refunds are granted:
- Where an item is not in its original condition, is damaged or missing parts not due to our error.
- Where an item is returned more than 30 days after delivery
On receipt of your return, we will send you an email to confirm that we have received and inspected your returned item and will confirm whether your return has been approved or rejected for a refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5 working days.
Late or missing refunds
If you haven’t received a refund due, please first check your bank account or credit card statement. If you’ve done this and you still have not received your refund, please email us at trade@phoenix-motorcycle.com.
Exchanges
We only replace items if they are damaged or faulty on arrival. If you need to exchange your product for the same item, please send an email to trade@phoenix-motorcycle.com. We will confirm receipt of your email requesting an exchange and we will confirm that your item(s) should be returned to us.
Shipping returns
Please send your items for refund or exchange to:
Phoenix Motorcycle Manufacturing Co. Ltd
Unit 11 Smethwick Works
Spring Road
Smethwick
West Midlands
B66 1PE
United Kingdom
Please note that, depending on your location, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need Help?
We are always happy to help. Please email trade@phoenix-motorcycle.com or call 0800 85 65 888 (or +44 121 667 8120 if you are outside the UK) if you have any queries.