Phoenix 3 Drawer Filing Cabinet with Key Lock

Free delivery · Get it by Fri 6th November.

# Returns & Refunds Policy

**Phoenix Safe Company**

At Phoenix Safe Company, we take pride in supplying high quality security and storage products. We want our customers to be completely satisfied with their purchases and aim to make our returns process as straightforward and transparent as possible.

This policy explains how to return an item, request a refund or report a damaged or faulty product.

## 1. Returns Policy

We offer a **30 day returns period** from the date of delivery, subject to the conditions outlined below.

If you wish to return an item because it is no longer required, unsuitable or has been ordered incorrectly, please contact our customer service team within 30 days of receiving your order.

To qualify for a return:

* The product must be unused and in a resaleable condition.
* The product should be returned in its original packaging, wherever possible.
* All accessories, keys, instructions and supplied components must be included.
* A Goods Return Note (GRN) number must be obtained before returning any goods.
* Products must be adequately packaged to prevent damage during transportation.

Returns are subject to inspection upon arrival at our warehouse.

This voluntary 30 day returns policy does not affect your statutory rights.

## 2. How to Return an Item

If you would like to return a product, please follow these steps:

**Step 1: Contact us**

Contact Phoenix Safe Company with your order number, product details and reason for return.

**Step 2: Obtain authorisation**

Our customer service team will review your request and issue a Goods Return Note (GRN) number where the return is authorised.

**Step 3: Arrange your return**

Once authorised, you will be provided with instructions for returning the goods.

Unless otherwise agreed or required by law, customers are responsible for arranging and paying for return carriage.

**Step 4: Inspection and refund**

Once the goods have been received, we will inspect their condition and process any refund due in accordance with this policy.

Please do not return goods without obtaining authorisation.

## 3. Return Carriage and Collection Charges

For unwanted goods or products ordered incorrectly, the customer is responsible for the cost of returning the item.

Original delivery or carriage charges may be excluded from a refund where permitted by law and our contractual terms.

Where Phoenix Safe Company is required to arrange collection of goods that have not been returned in accordance with the agreed procedure, a **10% restocking charge may apply**, subject to the applicable terms and statutory rights.

Any applicable charges will be explained before collection is arranged.

For faulty, damaged or incorrectly supplied products, Phoenix Safe Company will meet reasonable return carriage costs where required by law.

## 4. Refunds

Once returned goods have been received and inspected, we will arrange any refund due.

For returns under our voluntary 30 day policy, refunds will normally be processed within 30 days of receipt of the returned goods.

Refunds will ordinarily be issued using the original payment method unless otherwise agreed.

Where permitted, deductions may apply for:

* Return carriage or collection charges.
* Applicable restocking charges.
* Missing accessories or components.
* Damage or reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

For consumers exercising their statutory cancellation rights, refunds will be processed within the timescales required by law, including the applicable rules concerning standard delivery charges.

## 5. Damaged or Incorrect Goods

We take great care when preparing and dispatching orders. However, if your product arrives damaged, incomplete or incorrect, please contact us as soon as possible.

Where possible, please provide:

* Your order number.
* The product model or description.
* A brief explanation of the issue.
* Photographs of the product, packaging and any visible damage.

Our customer service team will investigate and arrange an appropriate resolution, which may include replacement parts, repair, replacement or refund.

Reporting damage promptly helps us investigate transport issues and resolve matters efficiently. However, failure to report an issue immediately does not remove your statutory rights.

## 6. Faulty Products

If a product develops a fault, please contact Phoenix Safe Company so that we can investigate the issue.

Depending on the circumstances, we may offer troubleshooting assistance, replacement components, repair, replacement or a refund.

Your statutory rights remain unaffected by any manufacturer's warranty or guarantee.

Consumer customers have rights under the Consumer Rights Act 2015, including remedies where goods are faulty, not as described or not of satisfactory quality.

## 7. Consumer Cancellation Rights

If you are purchasing as a consumer through our website, you may have a statutory right to cancel your order within **14 days of receiving your goods**, without providing a reason.

You must notify us of your decision to cancel within this period. You then have a further 14 days to return the goods.

Where the statutory cancellation right applies, we will refund the amount required by law, including the cost of standard outbound delivery where applicable.

We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Unless otherwise agreed, consumers are responsible for direct return costs where these have been properly disclosed before purchase.

Our voluntary 30 day returns policy is offered in addition to these statutory rights.

## 8. Business and Trade Customers

Returns from business, commercial and trade customers are governed by Phoenix Safe Company's applicable Terms & Conditions of Sale and any separately agreed contractual arrangements.

Business customers must obtain a Goods Return Note (GRN) number before returning products.

Return carriage, collection charges and any applicable restocking fees will be assessed in accordance with the agreed terms.

## 9. Special Orders and Bespoke Products

Products manufactured, modified or personalised to a customer's individual specifications may be subject to different cancellation and returns conditions.

This may include specially manufactured products, custom configurations or items modified specifically for an order.

Such items may not qualify for our voluntary change of mind returns policy.

Statutory rights relating to faulty, damaged or incorrectly supplied products remain unaffected.

## 10. Large, Heavy and Installed Products

Some Phoenix Safe products, including safes, security cabinets, lithium battery storage cabinets and other heavy equipment, require specialist handling or transportation.

If you wish to return a large or heavy product, please contact our customer service team before arranging collection.

Additional handling, specialist transportation or removal costs may apply where permitted under the applicable terms and law.

Where a product has been installed, bolted down or otherwise secured, please contact us to discuss the appropriate return procedure.

## 11. Purchases Through Third Party Marketplaces

If you purchased a Phoenix Safe product through an authorised retailer or online marketplace, please initially contact the retailer or marketplace through which the order was placed.

Returns and refunds will be handled in accordance with the applicable seller terms, marketplace requirements and your statutory rights.

## 12. Contact Us

For returns, refunds, damaged goods or general enquiries, please contact:

**Phoenix Safe Company Ltd**

Website: www.phoenixsafe.co.uk

Please include your order number and product details so that our team can assist you as quickly as possible.

## 13. Your Statutory Rights

Nothing in this Returns & Refunds Policy limits or excludes any rights or remedies available to consumers under applicable UK legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where any provision of this policy conflicts with mandatory consumer protection legislation, the applicable statutory requirements will take precedence.

**Last updated: October 2026**