Any unused products can be returned for refund or store credit 30 days from date of purchase. A restocking charge may apply depending on the condition of items returned. Unfortunately, due to the commercial nature of our products, shipping costs are not eligible for refunds. Any return shipping costs must be paid for by the customer. If you are having trouble shipping items back to our warehouse, please contact us and we can happily schedule shipping on your behalf.
To be eligible for a return, items must be in original packaging, unused, and without damage. You’ll also need the receipt or proof of purchase included with your return package or with you in-store.
To start a return, you can contact us at sales@phoenixfe.ca. We can provide instructions on how and where to send your package.
You can always contact us for any questions or concerns regarding the return process at sales@phoenixfe.ca.
Please be advised, due to the commercial nature of our products, minor scratches, scuffs, and defects are common. While residential products prioritize aesthetic over quality, commercial products value quality and durability over aesthetics.
Damages and issues
Please inspect your order upon delivery or pick-up and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This will ensure with can resolve the problem as quickly as possible for you.
Exceptions / non-returnable items
Any opened, damaged, or used items are not eligible for returns. In addition, large appliances like refrigeration items cannot be returned and are final sale. Many problems are small enough to be fixed over the phone, so if you are experiencing any issues with your unit, please do not hesitate to give us a call at 1-833-669-8003.
Exchanges
We will gladly accept exchanges on unused items for another item in our store. For exchanges, we recommend coming to our showroom in-person to make the switch. We can also accept exchanges by mail, however please note that damage incurred during shipping can affect the exchange process.
Store Credit
Any store credit added to your account can be used on any item in our store and has no expiration date. If you wish to use your store credit with an online purchase, please contact us at sales@phoenixfe.ca and we can arrange this for you.
