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The term ‘Fenix product’ refers to Fenix branded products sold by either Fenix Cooling 2018 Ltd or Fenix Authorized Dealers. For a list of Fenix Authorized Dealers please contact us at

Fenix custom products are excluded from our return policy and are not eligible for return, unless they are damaged while in transit or are subject to a warranty claim. 

We are not required to provide a refund or replacement if you have changed your mind, your circumstances change or you find a cheaper equivalent product elsewhere.

Should you wish to exchange your Fenix product for another, you have 7 days from the original invoice date. If 7 days have gone since your purchase, unfortunately we cannot offer you an exchange.

If your purchase was made through an authorized Fenix Dealer, please contact them regarding your return as their returns policy may differ. Do not send your purchase back to us.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the packaging is damaged or missing a re-packaging fee may apply.

To complete your return, we require a receipt or proof of purchase.


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 a certain amount of days.

Late or missing refunds.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at or the applicable Fenix Authorized Dealer.


We only replace items if they are defective or damaged. If your item is damaged during transit, you have 24 hours to notify us from time of receipt. If you need to exchange it for the same item, send us an email at to arrange a return.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Fenix reserves the right to update the Returns Policy without prior notice.