Terms & Conditions

Phoenix Percussion Ltd. Merchandise Refund Policy

Our Philosophy:
Our success depends on ensuring that you are satisfied. We understand that there is no substitution for “touching and feeling”. We want you to be aware that you are able to return your purchase for a full refund of the product price if, after you hold it in your hands, you are not completely satisfied.

At Phoenix Percussion Ltd., we take great care to ensure that your order reaches you in a timely fashion and is completely accurate to what you ordered. To ensure that a mistake hasn’t been made, please inspect your order once you’ve received it to ensure that it is correct.

If you are not satisfied with your product, e-mail us at phoenixper@eastlink.ca to arrange a return or exchange. If the item is damaged or defective, please provide photographs indicating the concerns. We will accept returns for any items that are in the same condition you received them within 30 days of your date of purchase, and we will issue you a refund within 10-12 business days of receiving your item(s) or will ship your exchanged product within 10 days of receiving your returned product.

Phoenix Percussion is not responsible for return shipping costs on returns or exchanges unless the item is defective or damaged. Our return policy lasts 30 days from the date of purchase of the product from the online store. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Exchanges:
We only replace items if they are defective or damaged. If you feel there is an issue with your order that does not fall under this category, please e-mail us for assistance.

Refunds:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 – 12 business days. If your product is deemed ineligible for a refund we will ship the product back to you as is.

Where To Send Your Returns:
Phoenix Percussion Ltd.
Attn: Chris Wallace
291 Central Port Mouton Rd.
Port Mouton, N.S.
B0T 1T0

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless the product is deemed defective.  If defective, we will arrange to refund your return shipping costs. The time it takes for you to receive your exchanged product may vary depending on where you live.

We recommend that all items that are shipped for a return or exchange include a tracking number. This is to ensure that all shipments are able to be traced in case of an error. We do not take responsibility for your shipment until it is received at our store.

Shipping Policy:
We are striving to offer you the best shipping rates possible.  That being the case, you may notice our shipping rates to your specific address fluctuating.  In order to be as competitive and precise as possible we are constantly reviewing our rates to give you the best price available.