Return Policy

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We want you to be completely satisfied with your purchase from Phraxellshexlyon. This Return Policy outlines the terms and conditions for returning items and receiving refunds.

Return Period

You have the right to return most items within 14 days of receiving your order. The 14-day period begins on the day after you receive the goods. To be eligible for a return, items must be unused, in their original condition, and in their original packaging.

For custom-made or personalised items, different return terms may apply. Please contact us before placing your order if you have questions about returns for custom items.

Return Conditions

To be eligible for a return, your item must meet the following conditions:

• The item must be unused and in the same condition as when you received it
• The item must be in its original packaging with all tags and labels attached
• The item must not show any signs of wear, damage, or use
• You must provide proof of purchase (order number or receipt)
• The return must be initiated within the 14-day return period

Items that do not meet these conditions may be refused for return or may be subject to a restocking fee.

Cost of Return Shipping

Unless the item is faulty, damaged, or not as described, you are responsible for the cost of returning the item to us. We recommend using a tracked shipping service to ensure your return reaches us safely.

If you are returning an item because it is faulty, damaged, or not as described, we will cover the cost of return shipping. Please contact us before returning such items so we can arrange the return process.

Original shipping costs are non-refundable unless the item is faulty, damaged, or not as described.

Return Process

To initiate a return, please follow these steps:

1. Contact us at callme@phraxellshexlyon.world or +44 161 279 0022 to notify us of your intention to return an item
2. Provide your order number and details about the item you wish to return
3. We will provide you with return instructions and, if applicable, a return authorisation number
4. Package the item securely in its original packaging, including all accessories and documentation
5. Send the item to: Phraxellshexlyon, 36-38 Whitworth St, Manchester M1 3NR, United Kingdom
6. Include a copy of your order confirmation or receipt in the package

Once we receive and inspect your returned item, we will notify you of the status of your refund. Please allow 5-7 business days for us to process your return after we receive it.

Non-Returnable Items

The following items cannot be returned unless they are faulty or not as described:

• Custom-made or personalised items that have been specifically created for you
• Items that have been used, damaged, or altered after delivery
• Items that are not in their original condition or packaging
• Items that have been damaged due to misuse or normal wear and tear
• Gift cards or vouchers
• Items purchased during special sales or clearance events, unless otherwise stated

General Legal Requirements

Under UK consumer law, you have the right to return items if:

• The item is faulty or not as described
• The item does not match the description or sample provided
• The item is not of satisfactory quality
• The item is not fit for purpose

If any of these apply, you are entitled to a full refund, including original shipping costs, regardless of the 14-day return period. You may also be entitled to compensation for any losses you have suffered.

This policy does not affect your statutory rights as a consumer in the United Kingdom.

Order Cancellation Policy

You have the right to cancel your order before it is dispatched. To cancel an order, please contact us as soon as possible at callme@phraxellshexlyon.world or +44 161 279 0022, providing your order number.

If your order has already been dispatched, you may still cancel it, but you will be responsible for returning the items to us in accordance with our return policy. Once we receive the returned items, we will process your refund.

For custom-made items, cancellation may not be possible once production has begun. Please contact us immediately if you need to cancel a custom order.

Refund Procedure

Once we have received and inspected your returned item, we will process your refund. Refunds will be issued to the original payment method used for the purchase.

Please allow the following timeframes for refunds:

• Credit/Debit Card: 5-10 business days after we process your return
• Bank Transfer: 5-10 business days after we process your return
• PayPal: 3-5 business days after we process your return

You will receive an email confirmation once your refund has been processed. If you do not receive your refund within the expected timeframe, please contact us.

Refunds will be for the purchase price of the item only. Original shipping costs are non-refundable unless the item is faulty, damaged, or not as described. Return shipping costs are not refunded unless the return is due to our error.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item following our return process and place a new order for the item you want. We will process your refund for the returned item once we receive it, and you can use that refund to purchase the new item.

Contact Information

If you have any questions about returns, refunds, or need to initiate a return, please contact us:

Phraxellshexlyon
36-38 Whitworth St
Manchester M1 3NR
United Kingdom
Email: callme@phraxellshexlyon.world
Phone: +44 161 279 0022

Our customer service team is available to assist you with any questions or concerns about returns and refunds.