Returns and Exchanges

Satisfaction-Guaranteed Return and Exchange Policy

 

We strive for 100% customer satisfaction and our return policy is designed to help you feel comfortable making a purchase knowing you can return your light if you are not completely satisfied. 

 

We also facilitate factory-authorized warranty and repair service performed by our distributor and wholesale partner, Land Run Brands/Fenix Wholesale. If you have a problem with your Fenix light and it isn't working correctly, please navigate to the Warranty and Repair Page to learn about this process and submit a return for warranty.  

 

Accidental damage? If you purchased the product protection coverage from our partner, Extend, you can learn more HERE or file a claim HERE.

 

Lost/damaged/stolen during shipment? If you have not received your order and the tracking information shows no updates for 7 or more days, please file a claim HERE. 

 

Please read through this policy before submitting your return. You'll find the link to start the return at the bottom of this page. 

Return options: 

- Option 1: Full refund back to your form of payment if return is initiated less than 30 days after the item is delivered. 

- Option 2: Exchange: If you decide to exchange your purchased item for something different, you'll receive a 10% discount on the price of the new product if the exchange is initiated less than 30 days after the item is delivered. 

- Option 3: Store Credit (Store Gift Card). Get an added bonus if you choose to receive store credit (gift card) instead of a refund. As soon as we receive your return and ensure it is still in like-new condition, we'll provide you with a gift card equal to the amount paid for the item plus an additional $5 above the value of your return if the return is started within 30 days after delivery or the full purchase value if the return is initiated between 31 and 90 days after delivery. 

** Exception: Returns for purchases made between 1 November and 24 December can be initiated for refund or exchange until 24 January the following year. ** 

Return Policies:

- All items returned for a refund, exchange, or store credit must be in like-new, resaleable condition. Except for items that can't easily be opened without damaging the packaging, items must be returned in the original packaging and the original packaging must be in like new condition to avoid a restocking fee. Your return must also contain all the batteries and accessories that were originally included with the item. Where an item has been purchased as a part of a packaged bundle of multiple items, all items within that packaged bundle must be returned. Bundles of items that are packaged separately can be returned separately. Items returned with damaged box packaging or with missing accessories or batteries may incur a restocking and processing fee that will be subtracted from the refund or store credit amount.

- "Open Box" items are final sales and cannot be returned.

- Fenix Store will only process returns and refunds for items purchased through www.fenix-store.com. You must have a valid Fenix Store order number. 

- If possible, please use the original delivery package or pack the items securely to prevent damage in shipping.

- Refunds, exchanges, or store credit can only be processed once we have received and inspected all the items to make sure they are fully functional and in like-new condition.

If you return items 1) that were not purchased from Fenix Store, 2) that are not in their original condition, 3) that are without proper or missing packaging, 4) with items missing from the return delivery, 5) without following our return instructions, or 6) have otherwise failed to exercise reasonable care when taking care of and returning items, we reserve the right either to reject your return and decline to refund, or to deduct from those payments to be refunded to you reasonable repair or other similar direct costs that we have incurred, subject to applicable law.

 

To start your return of a fully functioning, like-new product for a refund, exchange, or store credit, please...

CLICK HERE

1. Enter your order number and email address
2. Select the items that you want to return or exchange and the reason for the return
3. Select the return outcome you want (refund, exchange, or store credit)
4. Securely pack the items in a box or padded mailer (preferably the same package that it came in). Add the return shipping label to the package. 
5. You will receive a return label via email that you can print or you can use the QR code in the email to provide to the mail carrier to generate the shipping label

** Please note: Free shipping labels are provided for Fenix Fanatic level rewards members and all customers who selected the "Checkout +" option and paid the small fee for return coverage. If you did not select Checkout + option when checking out for your order, the cost of the shipping label will be deducted from your return.  

 

If you want to return a defective item, please navigate to our warranty and repair page CLICK HERE.