Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If a manufacturing defect is identified and reported within this period, the Seller, at its sole discretion, may choose to repair, replace, or refund the purchase price of the defective product, prorated over the remaining term of the limited warranty 

To start a return, you can contact us at admin@fenlux.com.au. Please note that returns will need to be sent to the following address: unit 1 64 Jardine Drive Redland Bay QLD 4165. Photos of the received products need to be attached for approval of return.

Items returned to us without first requesting a return will not be accepted. 

You can always contact us for any return question at admin@fenlux.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. 

To ensure we can assist you promptly, all damages, defects, or incorrect items must be reported within 30 days of delivery, together with clear photos of the item and packaging. Claims submitted without sufficient evidence, or outside this timeframe, may not be eligible for replacement or compensation.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
- All refunds will be processed back to the original card used for payment.

- Refunds cannot be made to a different card or bank account under any circumstances.

- For change-of-mind cancellations, a cancellation fee of 5% of the order value will be deducted to cover payment processing and administrative costs.

-Orders can only be cancelled within 24 hours of placement. After dispatch, shipping and handling fees are non-refundable.


If more than 7 business days have passed since we’ve approved your return, please contact us at admin@fenlux.com.au.