Refund policy
Refund Policy
Last updated: July 2026
Phase One Recovery is a trading name of OXBEAK LTD, a company registered in England and Wales.
Company registration number: 15926865
Registered office:
7-8 Silverlink Business Park
Wallsend
NE28 9NX
United Kingdom
Customer support:
heretohelp@phaseonerecovery.store
This Refund Policy explains how returns, refunds, exchanges, damaged items and cancellations are handled.
This policy does not affect your statutory rights.
Returns
We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be:
- unused
- in the same condition that you received it
- in its original packaging
- complete with all accessories, parts, manuals and packaging materials
- accompanied by proof of purchase or your order number
To start a return, please contact us at:
heretohelp@phaseonerecovery.store
Please include:
- your order number
- your full name
- the item you want to return
- the reason for the return
- photos if the item is faulty, damaged or incorrect
Once your return request has been reviewed, we will provide return instructions and tell you where to send the item.
Items sent back without first requesting a return may not be accepted.
Return shipping costs
For unwanted items or change-of-mind returns, the customer is responsible for the cost of return shipping.
If the item is faulty, damaged on arrival or incorrect due to an error on our part, we will cover the reasonable return shipping cost or provide a suitable return method.
We recommend using a tracked return service. We cannot process a refund until the returned item has been received and inspected.
Damaged, faulty or incorrect items
Please inspect your order when it arrives.
If your item is damaged, faulty or incorrect, contact us as soon as possible at:
heretohelp@phaseonerecovery.store
Please include your order number and clear photos of the item, packaging and any visible issue.
If the item is confirmed to be faulty, damaged or incorrect, we will offer a suitable resolution. This may include a replacement, refund or return instructions.
Refunds
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days.
Please remember that your bank, card provider or payment provider may take additional time to process and show the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
heretohelp@phaseonerecovery.store
Exchanges
We do not currently offer direct exchanges.
The fastest way to receive a different product is to return the original item first. Once the return has been accepted, you can place a new order for the replacement item.
Cancellations before dispatch
If you wish to cancel your order, please contact us as soon as possible at:
heretohelp@phaseonerecovery.store
If your order has not yet been dispatched, we will try to cancel it and issue a refund.
If your order has already been dispatched, you will need to follow the returns process after receiving the item.
UK and EU cooling-off rights
For eligible online purchases, customers in the UK and European Union have the right to cancel their order within 14 days of receiving the goods, without giving a reason.
After notifying us that you wish to cancel, you then have 14 days to return the goods.
Items must be unused, complete and returned in their original packaging where reasonably possible.
Where applicable, we will refund the product cost and the standard delivery cost paid at checkout. If you chose a more expensive delivery option than standard delivery, we are not required to refund the additional cost.
The customer is responsible for return shipping costs for change-of-mind cancellations unless the item is faulty, damaged or incorrect.
Non-returnable items
We cannot accept returns where:
- the item has been used
- the item is returned incomplete
- accessories, parts or packaging are missing
- the item has been damaged after delivery through misuse, neglect or incorrect handling
- the item has been modified or altered
- the return was sent without contacting us first
Discounted items
Items purchased with a discount code or promotional offer can still be returned if they meet the return conditions above.
Gift cards
Gift cards are non-refundable.
Contact
For any return or refund questions, contact:
heretohelp@phaseonerecovery.store