Return, refunds and cancellation policy

Thanks for shopping with fenton & fenton.If you are not entirely satisfied with your purchase, we're here to help.For returns, the item does need to be returned to us in its original condition within 10 days of receiving it and a credit note will be issued. There is an exception for international orders, commissioned works, artwork and pre-orders, so please see below for details against each of these.

We only offer refunds for faulty goods.Read on for full details.

Returns

We ask that you choose carefully, as as much as we like to be flexible, we do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty or have been wrongfully described.You have 10 days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it.Your item must be in the original packaging and have all tags attached.fenton & fenton reserves the right to deny a refund or credit if the item is not returned in the specified condition.Your item needs to have the receipt or proof of purchase.Original shipping and freight charges are non-refundable for change of mind.Please take special care with packaging an item to return it to us to ensure it is returned in its original condition. If it is an option for you, we would prefer you to return your item to the store.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and managed at our discretion.

International Returns

Unfortunately, we are unable to honour change of mind returns for international orders.

Exchanges

We offer exchanges in the form of a credit note with fenton& fenton. We do not offer exchanges after a 10-day period.If an in-store pick up product needs to be returned, we require that it be returned within 10 days of email or phone call notification that your order is ready to be collected.

Refunds

Refunds are only offered for faulty goods that do not match the description or do not perform to their function.Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Damaged Goods - Refund Policy

It is the buyers' responsibility to inspect the goods within 48 hours of delivery. We must be notified in writing of any damages upon receipt of goods, including proof of damages during this period.

Pre Order and Cancellations

Based on the nature of our business, there are times where items will be pre-ordered. We require a 50% deposit for all pre-orders. This deposit is non-refundable. If you do change your mind before your item arrives, we need you to do this within 10 days. A credit note will then apply.

Comissioned Items

The buyer has the responsibility to ensure all made to order and customised items are what they are after. We do not offer a refund for made to order and customised items due to change of mind.

Artwork

Due the nature of original artwork, once you have placed and confirmed your order, artwork is non-refundable due to change of mind.

Gift Vouchers

All fenton & fenton gift vouchers are redeemable for merchandise only and can be used in store or online. They are not exchangeable for cash, nor are they transferable.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. When sending returned items to fenton & fenton we recommend that you use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. Shipping and handling costs are non-refundable. Packages that arrive COD may be denied, or the COD amount deducted from your return.

Sales & Promotions

Very occasionally we may extend a promotion or sale to our customers. Sale prices are strictly applicable to new orders & new invoices only, between the advertised sale dates. Sales will always exclude existing pre-orders, lay-by orders and previous purchases.

Privacy Information & Security

Online purchases with fenton & fenton are processed using the secure services of Paypal and SecurePay. For information regarding Paypal’s privacy policies please visit Paypal. For information regarding SecurePay’s privacy policies please visit SecurePay.

All information provided to fenton & fenton in the course of conducting our business is regarded as strictly confidential and is managed in accordance with Australian law. In the course of making purchases online you will be asked to provide certain personal information such as your name, address, telephone number, email address and credit card number. This information is stored internally by fenton & fenton in secure information systems.

fenton & fenton employs appropriate technical and managerial practices to ensure the security of all information and to prevent unauthorised access or disclosure of all personally identifiable information. fenton fenton will not sell, rent or disclose the information provided by you unless required to by law. We may however provide certain necessary information to third party service providers or contractors who assist fenton fenton to provide you with particular services.

We also use cookies which are small packets of information stored on your computer. Cookies do not contain any information that can be used to personally identify you such as your name, or any kind of financial information. Cookies contain information about the way in which you use our website and as such are a valuable tool for us in learning how to better provide our services to you and improve your experience of our website. If you do not want cookies on your system you must disable them in the preferences section of your browser.

By signing up to our mailing list you consent to fenton & fenton sending advance notice of sales, new stock shipments and other events to the email address you provide. The email address you provide will be for the internal use of fenton & fenton only. We will not sell or rent your email address to any third parties. To unsubscribe from the fenton & fenton email list please contact us at marketing@fentonandfenton.com.au.

fenton & fenton reserves the right to update its privacy and information security policy as necessary in response to any changes in business practices or any other as yet unforeseen circumstances. Any changes made will be posted on this section of our website.

If you have any questions in relation to any part of this policy or our terms and conditions please contact us at info@fentonandfenton.com.au or p: +613 9533 2323.