Our website is available to take orders 24 hours a day, 7 days a week. Phone line operates during normal business hours
We accept Visa, Mastercard, Maestro, Solo, and Paypal. We accept orders from the UK mainland only due to the size and weight of the products we can not accept overseas orders.
Please note that until we have confirmed the order to you no offer of sale is made. In the event that we decline to process your order we will contact you by e-mail to say so. A full refund at this time will be made.
We aim to deliver your order as soon as possible, and are very efficient at dispatching on time. Specific product delivery times are indicated within the product descriptions (even taking weekends and bank holidays into account). However we cannot be held accountable for things that are outside of our control, such as postal strikes or exact timing of delivery. All products are dispatched via private courier or the post office and must be signed for.
In the unlikely event that you do not receive the goods within 24 hours of the stated delivery date you must contact us immediately to inform us. We cannot accept claims for additional items after that time.
You will be contacted should there be a problem with stock. If you place your order outside of order processing hours, you will be contacted on the next order processing working day.
Products and Specifications
All features, content, specifications, and prices of products and services described or depicted on this website are subject to change at any time, without notice. Certain weights, measures and descriptions are approximate and are provided for convenience only. We make every effort to accurately display the specifications and features of our products, the actual colour you see will depend on the system you are viewing the site on. The inclusion of any products or services on this website does not imply or warrant that these products or services will be available at any time.
Accuracy of Information
Despite our best efforts, the information on this website may occasionally be inaccurate, incomplete or out of date. We make no representations as to the completeness, accuracy or correctness of any information on this website. In addition, we may make changes in information about price and availability without notice. We reserve the right, without prior notice, to limit the order quantity on any product or service and/or to refuse service to any customer.
We offer the standard manufacturers warranty/guarantee on our products.
Credit Card Security
We accept credit cards through the secure SagePay and PayPal payment gateways where all credit card numbers and personal information are encrypted, and are handled only by SagePay or Paypal. Phoenix Garden Memorials does not handle or have access to your credit card information for orders placed via this website.
If you have a complaint please contact us on 01392 311339, under normal circumstances we will make initial contact you within one working day or less.
Full Terms & Conditions
Our Terms and Conditions comply with UK legislation, including the Distance Selling Regulations and are designed to ensure that all our customers can shop easily and with confidence. As such, any disputes shall be adjudicated according to the laws of England and Wales.
We maintain that, by confirming your order, you unreservedly accept our conditions of sale, having read them. All statements, guarantees or warranties in our terms of trading are additional to your statutory rights.
Goods Damaged in Transit
In the unlikely event your order is damaged in transit please contact us immediately on 01392 58 1012. Please retain the original packaging for returning your order. We will arrange for a prompt replacement or refund, whichever is your preference.
If there is an obvious defect and/or under the manufacturers recommendation it needs to be returned, please notify us and return the goods within the 28 days of receipt.
Within 28 days of purchase, if your goods are faulty we will offer a prompt replacement. This does not apply to faults caused by accident, neglect or misuse. We must be notified of the fault within 28 days of purchase and proof of purchase MUST be provided.
If you return your goods UNOPENED AND IN ORIGINAL CONDITION within the 10 day purchase period, we will exchange it or refund your money.
We will not refund or exchange an item when a product has been specially ordered for you.
We reserve the right to deem the goods second-hand and make you an appropriate offer should any items not be returned in their entirety or in an AS NEW condition. Any refund made will be subject to a minimum 10% / £25.00 (whichever is the greater) re-stocking fee. The cost of the original postage of the item will also be deducted from the refund.
Please package any returned items carefully and return them, for your own protection, via a recorded and insured method of carriage. Royal Mail Special/Recorded Delivery is recommended. The cost of returned items is the responsibility of the customer unless the goods are found to be faulty or delivered to you in error. A maximum of £18.00 can be credited towards any delivery costs incurred. It is your responsibility to check your consignment, if any incorrect goods are supplied you must notify us within 48 hours of delivery. After this period mistakes cannot be rectified.
Availability of Goods
While all care is taken to ensure appropriate stock levels, all products and services are subject to availability and may be withdrawn at any time without prior notice. If we do not supply the goods for any reason you will be notified and no charge will be taken.
Scattering Ashes will not be responsible for compensating you for any losses you may suffer if goods are not supplied, deemed faulty, damaged in transit or not of a kind foreseeable by the supplier.
Should you require a duplicate invoice, there is an additional administration fee of £10.00. Duplicates will only be dispatched after payment has been received.
Phoenix Garden Memorials agrees to supply and you agree to purchase goods subject to these terms and conditions, which shall supercede any terms and conditions on any purchase order or document that you submit to Phoenix Garden Memorials. These terms and conditions supercede and take precedence over any previous terms and conditions. All goods remain the property of Scattering Ashes until full and final payment has been received. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and each party agrees to submit to the exclusive jurisdiction of the courts of England and Wales
Your statutory rights as a consumer are not affected.
Please note that we practice a policy of continual review and reserve the right to change the above terms and conditions at any time without notice.