Refund policy

Return Timeframe: Items can be returned within 14 days from the delivery date for a full refund.

Refund Eligibility: Items must be unused, in original condition, and in original packaging.

Non-refundable Items: Certain items like personalised or bespoke products, and final sale items are not eligible for returns.

Return Process: Contact us to initiate a return, then ship the item back with proof of purchase.

Faulty Items: If an item is faulty or is proven to be not as described, you may return it for a full refund, replacement, or repair, as per your preference.

Full Returns Policy

1. Return Eligibility:

  • You have the right to return most items within 14 days of receiving them for a refund.
  • To be eligible for a return, the item must be in its original, unused condition and include all original packaging and tags.

2. Non-Returnable Items:

  • Some items are non-returnable under UK law, including:
    • Perishable goods (e.g., food items)
    • Custom or personalised items
    • Sealed items not suitable for return once opened for hygiene reasons (e.g., cosmetics, earrings).

3. How to Initiate a Return:

  • Contact our customer service at support@leenaphoenix.com to initiate a return.
  • You will need to provide your order number and proof of purchase.
  • Pack the item securely, including all original tags and packaging, and ship it to the returns address provided.

4. Faulty or Not as Described Items:

  • If an item is faulty, unsafe, not as described, or otherwise unfit for its intended purpose, you are entitled to a full refund, repair, or replacement. Please report such issues within 30 days to initiate the returns process.

5. Refund Process:

  • Once your return is received and inspected, we will notify you of your refund approval status.
  • Approved refunds will be processed within 7 business days, and a credit will automatically be applied to your original payment method.

6. Additional Notes:

  • All returned items should be shipped using a trackable method, and you are responsible for shipping costs unless the item is faulty.
  • Refunds for returns initiated after 14 days may not be accepted or may incur a restocking fee.

This policy ensures compliance with the UK Consumer Rights Act 2015 and aligns with best practices in customer service for returns and refunds