At Phoenix Custom Designs, we take pride in creating high-quality, custom-made merchandise, school uniforms, and ice hockey teamwear. Because the vast majority of our products are personalized, printed, or embroidered specifically for you or your club, please read our returns policy carefully before placing your order.

1. Custom & Personalized Items (Non-Returnable)

Under UK Consumer Contracts Regulations, custom-made, personalized, printed, or embroidered items are exempt from standard returns unless they are faulty or misdescribed. This includes:

School Uniforms featuring school badges, or customized with student initials/names.
Ice Hockey Teamwear & Club Kits featuring custom numbers, player names, or team crests.
Personalized Gifts & Leavers Hoodies featuring custom text, graphics, or names.

Note: It is the customer’s responsibility to ensure they select the correct size using our online Size Guides before ordering, as we cannot accept returns for incorrect sizing on custom/personalized garments.

2. Standard / Non-Personalized Items

If you purchased a blank/non-personalized stock item from our store:

You have 14 days from the date of delivery to notify us that you wish to return the item.
Items must be unworn, unwashed, and in their original condition with all tags attached.
Customers are responsible for the cost of return shipping for non-faulty items.

3. Faulty, Damaged, or Incorrect Items

We inspect all our items before dispatch, but mistakes or transit issues can happen. If you receive an item that is defective, damaged, or incorrect (e.g., wrong size/logo printed due to our error):

You must notify us within 48 hours of delivery at [your-email@example.com] with photos of the issue.
Once verified, we will arrange a replacement or a full refund at no extra cost to you, including covering any return postage if required.

4. How to Report an Issue or Request a Return

If you believe your item qualifies for a return or replacement:

Email us at Lou25@phoenixcd.co.uk with your Order Number and clear photos/details of the issue.
Our team will review your request and provide instructions on whether the item needs to be sent back to our Medway workshop.
Please do not send any items back without contacting us first.

5. Refunds Processing

If a refund is approved (for instance, on faulty goods or unpersonalized stock returns):

Funds will be automatically returned to your original payment method within 3–5 business days.

Once your returned item is received and inspected, we will process your refund.