Returns & 
Refunds
Policy

Last updated June 23rd, 2025

Please carefully review our Returns and Refunds Policy when purchasing our products.
This policy will apply to any order you place with us.
 

I've changed my mind
We hope that you will be very satisfied with your purchase from us.
However, if you wish to make a return, you must let us know within 14 days of you receiving the order.
You must then return the item to us with 14 days of informing us that you wish to return.
Your item must be - 
* Unused and with all original components
* In original packaging
* In a resaleable condition
* With any free items that came with the order

Please note that you are responsible for paying the return shipping cost. We can arrange to have a returns label generated and emailed to you, and the cost for this will be deducted from your refund. Please email to arrange this at info@phoenixmarbles.com.

The product is faulty
If the product is faulty please let us know within 14 days from the date of delivery.
We will then be able to arrange for either a refund, exchange or replacement to be sent out.
Please note that the marbles are made of glass. While we do our very best to package them to avoid any breakages, and they are usually very sturdy, rarely a breakage could occur. In the event that a small number of marbles in a pack are damaged, we will usually offer a partial refund if this is agreeable to you.

How do I return my item?
Please contact us and we will give you instructions on how to best return your item to us or arrange for a return label for you to use. Please do not return an item without first contacting us - we are always happy to work with you to achieve the best outcome. 

When will I receive my refund?
Once the item has been received and checked we will issue the refund. Refunds will be processed by the original payment method. If you paid by card, it can take up to 5 working days to appear back in your account; with PayPal, refunds can take up to 30 days.

How can I contact you about this policy? 
If you have any further questions or comments, you may contact us by:
Email - info@phoenixmarbles.com
Online contact form - www.phoenixmarbles.com/contact
 

This does not affect your statutory rights. For more information please refer to our Terms.