Customer Care
Fenixlight UK is your UK portal to the world of Fenix torches, headlamps, lanterns, bike lights, batteries, chargers and accessories.
As the UK Fenixlight distributor we supply genuine UK retailers including Torch Direct, Heinnie Haynes, Inglesport, Veals Mail order, Uttings, Starless River and many others with UK serial numbered, UK warrantied Fenix products. We provide extended warranty service for all Fenix lights that pass through our warehouse. Please visit our warranty page for more information.
Customer Service:
Customer satisfaction is our number one priority. You can buy from us safe in the knowledge that you will be looked after throughout the purchasing, delivery and aftercare process.
We take every step to uphold our reputation of superb service and ensure total customer satisfaction.
Shipping
We use either Royal Mail and DHL to ship your order, depending on the contents.
Orders which contain:
• Just Lithium batteries
• A product with more than two spare Lithium batteries
• Any order with more than 4 Lithium batteries in total (including batteries inside products)
Must be shipped via DHL. All other orders will be shipped by Royal Mail. DHL shipping is normally next working day for orders placed by 2pm, but can be two days for certain areas such as the Highlands of Scotland.
Whilst we endeavour to ship all orders on the day they are placed, it does take time to process and dispatch them. Therefore, any orders placed after 2PM for DHL, or 3PM if shipping with Royal Mail may be shipped the next working day.
In the rare event that we have issues or an item that's listed as in stock isn't available, we’ll contacted you the same day and provide a likely delivery date / option to cancel your order.
Any order placed after these times on a Friday will be processed and dispatched on the next working day, normally the following Monday, except where this falls on a public holiday when your order will be processed on the Tuesday.
In the case of Christmas, as the dates can vary we will publish our closure dates in advance and ship on the day we re-open following the Christmas holidays.
Postal charges:
Orders Below £50.00 – Royal Mail 48 Tracked Service - £2.95 (2-3 working days)
Orders over £50.00 – Royal Mail 24 Tracked Service - Free (1-2 working days)
Upgrade to RM next working day Special Delivery (usually delivered by 4 PM) + £6.95
Should the driver be unable to deliver, a card will be left with re delivery instructions. For more information please visit the Royal Mail UK posting page.
We may ship large or heavy orders via courier, this is normally a next day service for mainland UK but can be two day for certain areas such as the Scottish Highlands.
International Delivery:
Due to restrictions placed on goods being sent overseas, we no longer ship internationally.
Should you have any questions about our delivery options please don’t hesitate to get in touch.
We dispatch the majority of wholesale orders the same day provided we receive your order by mid day Monday to Friday. We are flexible with timing depending on courier arrival times and will do our best to ship your urgent order the same day if placed after 12pm. Please contact us for delivery costs.
Returns:
Once you have used your product, no right of full refund exists under the Consumer Rights Act 2015, unless the product is defective and you are returning it for this reason. We may reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to decide whether the goods are as expected. Please notify us in writing, (email or letter) within 14 days from the day after you receive your goods if you’d like to return items from your order.
We cannot refund engraved products once the product has been engraved as ordered. If you are returning your product because it is defective, please state the defect. Please repackage the product in its original packaging, including all originally included accessories and paperwork that came with the item.
Unfortunately, we will be unable to issue a full refund where all originally supplied items are not present. If the original packaging surrounding the product has been damaged or destroyed we will only issue a full refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product. However, if the product is confirmed faulty upon arrival with us after subsequent testing, we will refund your postage cost. We recommend that all returns be sent by Royal Mail signed for delivery so that a record of the return is available for you, as we will not issue refunds for any items lost in transit to us.
WEEE:
Under the Waste Electrical and Electronic Equipment Regulation 2006 (WEEE) we are pleased to offer our customers the facility to return their old equipment when they purchase a new item from us. When you purchase a new electronic lighting product from us, you can send us your old version and we will dispose of it properly. If you would like to take advantage of our WEEE take-back service, please contact us in the first instance to obtain a returns reference number.
Contact us at: Email: sales@fenixlight.co.uk | Telephone: 02921 157162.
The address to which you should send your WEEE return is:
WEEE Returns, Fenixlight UK, Unit P4, Southpoint Industrial Estate, Clos Marion, Cardiff, CF10 4SP.
Please note that you are responsible for postal charges to return the item to us. Under the WEEE regulations, all new electrical goods should be marked with the crossed-out wheeled bin symbol, indicating they should be disposed separately from normal household waste.
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge.
Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will go to landfill where hazardous substances can leak out and cause soil and water contamination - harming wildlife and human health.
Battery Disposal Under the Waste Battery Regulations.
Fenixlight UK are offering a take back scheme for all your portable waste batteries. You can return your waste batteries to our business premises in person. Please do not return batteries to us other than in person. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.co.uk
Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.
