Fenix Returns
Find details on our returns policy, eligibility, and how to process a return.
Returns Policy
This Returns Policy applies to all genuine Fenix branded products sold by Fenix Cooling 2018 Ltd or authorised Fenix Dealers.
The term “Fenix product” refers to Fenix branded products sold directly by Fenix Cooling 2018 Ltd or through a Fenix Authorised Dealer.
Non-Returnable
Items
Custom Fenix Products
Scratch built & modified off-the-shelf products.
Special Order Products
Special-order products referenced or specified by the customer.
These items are not eligible for return unless they are damaged during transit or are subject to a valid warranty claim. In limited circumstances, an in-store credit may be offered at Fenix’s discretion.
Change of Mind
We are not required to provide a refund or replacement if you have changed your mind, your circumstances change, or you find the product cheaper elsewhere.
Retail Returns
Eligibility
• Exchange requests must be made within 7 days of the original invoice date.
• Items must be unused, in original condition, and in original packaging.
Important Notes
• Packaging that is damaged or missing may incur a re-packaging fee.
• Proof of purchase is required.
If your purchase was made through a Fenix Authorised Dealer, please contact them directly.
Do not return dealer-purchased items to Fenix Cooling 2018 Ltd.
Trade Returns
Eligibility
• Returns must be requested within 30 days of the original invoice date.
• Items must be unused, in original condition, and in original packaging.
Fees
• A 15% freight & re-packaging fee applies if packaging is damaged or missing.
Trade purchases made through a Fenix Authorised Dealer must be returned to the original dealer of purchase.
How to Lodge a Return
Returns sent without approval may be refused.
Refunds
Once your return has been received and inspected, we will notify you by email or phone whether your refund has been approved or rejected.
Approved refunds will be processed to the original payment method within a reasonable processing timeframe, depending on your bank or card provider.
Late or Missing Refunds
If unresolved, contact Fenix or the applicable authorised dealer.
Exchanges & Transit Damage
Exchanges are only offered for items that are defective or damaged.
Any damage sustained during transit must be reported within 24 hours of receiving your order.
Freight &
Delivery
Disclaimer
Delivery timeframes provided at checkout or by freight carriers are estimates only.
Delays caused by freight carriers do not qualify as grounds for a return, refund, or order cancellation. While we will assist with freight-carrier inquiries where possible, compensation cannot be offered for delayed delivery.
Return Shipping Costs
- Return shipping costs are the responsibility of the customer.
- Shipping costs are non-refundable.
- If a refund is approved, return shipping costs will be deducted from the refund.
- If an international shipment is refused due to unpaid duties, taxes or tariffs, any return freight charges & associated fees may be deducted from the refund.
Fenix Cooling 2018 Ltd reserves the right to update this Returns Policy at any time without prior notice.