Refund policy

At Phenom Boxing, we take pride in our products and service. If you’re not completely satisfied, you can return eligible items in their original condition within 30 days of delivery to you.  Please report damaged or incorrect items in writing or to sales@phenomboxing.com within 7 days of delivery so we can put things right promptly.

This page explains how returns, exchanges and refunds work for UK and international orders as they are slightly different. Nothing here affects your statutory or consumer rights.

What can be returned if you're not completely satisfied

Eligible items may be returned to us at [Phenom Boxing (Returns), Unit 56, Bizspace Business, Park, Kings Road, Tyseley, Birmingham, B11 2AL, United Kingdom] within 30 days of delivery and must be:

  • Unused and in the same condition received

  • Complete (e.g. no missing parts)

  • In original packaging with all labels and tags attached

  • Accompanied by your order number (or our returns form)

Standard Exclusions (unless faulty):

  • Hygiene-sensitive sealed items once unsealed (e.g., mouth guards, groin guards)

  • Gift vouchers

  • Items returned after 30 days

Personalised / made-to-order / bespoke items exclusions:

  • These items are non-returnable once design approval has been given.

  • Design work may begin shortly after an order is placed.  If you cancel after a design has been supplied to you but before approval, a 15% cancellation fee will apply to cover time and resources already allocated.

  • Once production has started, the order cannot be cancelled.

Faulty, damaged, or not as described by us

  • If your item arrives faulty, damaged, or not as described by us, please contact sales@phenomboxing.com with your order number and photos/video where reasonably possible.

  • Once confirmed, we will cover and pay reasonable and necessary return costs or provide a pre‑paid label (at our absolute discretion).

  • Within 30 days of delivery to you: we can offer a refund or exchange once the issue is confirmed by us.
  • After 30 days (up to 6 months) of delivery to you: we’ll use reasonable efforts to repair or replace the items and, if that isn’t possible or fails, you may be entitled to a refund.  This relates to manufacturing defects and does not cover issues arising from normal or fair wear and tear, cosmetic deterioration, neglect, improper use, or storage/cleaning.

Start a return or exchange (all customers)

  1. Create a return from your account or email sales@phenomboxing.com.

  2. Pack securely (original packaging, all parts/tags) and include your order number.

  3. Ship or post with tracking and insurance

  4. For international returns, mark customs as “Returned goods / Return/Exchange” 

  5. If using a parcel service, add sales@phenomboxing.com for tracking alerts.

  6. Keep your proof of postage/tracking until we confirm receipt.

UK (Local) customers

1. 30‑day returns promise (change of mind / size)

  • You may return eligible items within 30 days of delivery to you.

  • Return postage is yours to pay (unless faulty/not as described) as we don’t issue pre-paid return labels for change-of-mind returns..

  • Refunds exclude the original delivery charge (except where faulty/not as described).

2. Exchanges

  • For unused items within 30 days, you can request an exchange (state item/size/colour).

  • Re‑delivery: £3.99 charged at our discretion (UK Mainland).

3. Your statutory rights (distance sales)

For most of our products bought online/at distance, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below. For consumer purchases made online/at distance, you have a 14‑day cooling‑off right to cancel without giving a reason.

  • How: Email sales@phenomboxing.com within 14 days of delivery stating you’re cancelling.

  • Return deadline: Send items back within 14 days after you tell us you’re cancelling. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we may not refund you the price.

  • Refund: We refund the product price and the standard (cheapest) outbound delivery we offered at checkout. We don't refund any extra you have paid for express delivery or delivery at a particular time. If you chose a faster delivery, we refund only the standard cost.

  • Handling beyond inspection: We may deduct for diminished value where items were handled more than necessary to check their nature/characteristics/functioning.  In addition, if you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value.

  • Timing: Refunds are made within 14 days of receiving the goods back or receiving evidence you’ve sent them. We don't charge a fee for the refund.

  • Who pays return postage: You do (unless faulty/not as described).

  • Hygiene & personalised item exemptions: The statutory right to cancel does not apply to hygiene-sensitive items once unsealed after delivery, or to personalised/made-to-order goods.

International customers (outside the UK)

1. 30‑day returns promise (commercial policy)

  • You may return eligible items within 30 days of delivery to you.

  • Return postage is yours to pay (unless faulty/not as described) as we don’t issue pre-paid return labels for change-of-mind returns.

  • Refunds exclude original delivery charges (except where faulty/not as described).

2. Exchanges

  • On receipt, we’ll either:
    (a) send an order update with re‑delivery charges (where possible); or
    (b) refund the returned item(s) excluding original postage so you can place a new order.

3. Customs & paperwork (required)

  • Mark the customs declaration as “Returned goods / Return/Exchange” and include your order number.

  • Failure to mark correctly may cause duties/taxes/fees on re‑import which will be deducted from your refund.

4. Refusals, non‑collection & abandonment

  • Returns due to refusal to pay duties/taxes or failure to collect: 15% restocking fee plus outbound/return shipping and any carrier return handling charges.

  • Abandonment: If return is uneconomical and shipment is abandoned, we deduct a minimum 50% restocking fee plus abandonment charges.

5. Local consumer laws

Our commercial policy applies in addition to any mandatory consumer rights that may apply in your country. Those rights, if applicable, are not affected.

Refund processing (all customers)

  • Refunds are made to the original payment method.

  • Once processed, refunds typically appear on your statement within 3–10 business days, depending on your bank/card provider.

  • Where applicable, we may deduct for diminished value caused by handling beyond what is necessary to inspect the goods.

  • We can withhold refund until we receive the goods back.

  • For International orders, where duties/taxes were collected at checkout, we’ll refund these where our carrier/broker confirms they are recoverable. If not recoverable, they’ll be deducted from the refund.

Improper returns

If items are returned in breach of this policy (e.g., used items not due to a fault, missing parts, or outside permitted timelines), we may:

  • Decline the refund/exchange and hold the goods for 14 days pending re‑delivery (you pay re‑delivery cost); or

  • If not arranged within 14 days of our notice, dispose of the items appropriately.

Bought from a retail partner

If you purchased Phenom products from a third‑party retailer, please contact the retailer directly. Their returns policy applies.

Returns Address:

Phenom Boxing (Returns)
Unit 56, Bizspace Business Park
Kings Road, Tyseley
Birmingham, B11 2AL
United Kingdom

Recommended Return Shipping Method

Where you are arranging your own return, we strongly recommend using Royal Mail, or a recognised courier service that provides end-to-end tracking and delivery directly to business premises.

Some low-cost delivery networks utilise third-party agents or subcontracted delivery services. These services may present an increased risk of misdelivery, failed delivery, or delivery to an incorrect address.

You remain responsible for the returned goods until they are successfully delivered to us. We therefore recommend retaining proof of postage and using a service that provides online tracking and proof of delivery.

We cannot accept responsibility for items that are lost, misdelivered, delivered to an incorrect address, or otherwise fail to reach our premises when the return shipment has been arranged by the customer.

Your legal rights

Nothing in this policy affects your statutory rights.

  • For UK consumers, key rights arise under the Consumer Contracts Regulations 2013 (distance sales cancellations) and the Consumer Rights Act 2015 (faulty goods).

  • For international consumers, any mandatory local consumer protections that apply in your country remain unaffected.

Company & contact details

Company: Phenom Sports Ltd (Phenom Boxing)
Contact: sales@phenomboxing.com