Any unused products can be returned for a refund or store credit within 30 days of the date of purchase. 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 not able to arrange return shipping to our warehouse, please contact us to arrange return 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 durability, commercial products prioritize 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. It is recommended that you mark "concealed damage" on the the bill of lading for all shipments you receive, even if you do not see any damage. Very often, damage will be concealed and not noticed until it has been opened, and by signing received, most carriers will not accept liability for damage as they view this signature as a confirmation that the shipment was received in good order. If you decide to accept a shipment that is suspected to be damaged, please note "damaged" or "concealed damage" on the bill of lading with the carrier. This will ensure with can resolve the problem as quickly and effectively as possible.
Exceptions / non-returnable items
Any opened, damaged, or used items are not eligible for returns. In addition, any customized or special order items are not eligible for returns. Contact us to confirm whether or not a product would qualify for returns. At our discretion, some items that are non-returnable may be accepted subject to a restocking charge may apply to special order items (contact us to confirm if this applies to your products).
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.
