Refund Policy

Thank you for shopping with FENUM.

We want you to be satisfied with your purchase. If you need to cancel an order, return a product, or request a refund, please review the policy below.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted, or modified.

1. Interpretation and Definitions

Interpretation

The following definitions apply regardless of whether the words appear in singular or plural form.

Definitions

Company ("FENUM," "we," "us," or "our") refers to FENUM Pty Ltd, 112 Christina Road, Villawood NSW 2163, Australia.

Goods means the products offered for sale by FENUM.

Order means a request made by you to purchase Goods from us.

Service means the FENUM website and associated online services.

Website means FENUM, accessible at https://fenum.com.au/.

You means the individual accessing or using the Service, or the company or other legal entity on whose behalf that individual is acting.

2. Order Cancellations

You may request to cancel an Order if it has not yet been dispatched.

If you would like to cancel an Order, please contact us as soon as possible via:

• Email: support@fenum.com.au

• Website Contact Page: https://fenum.com.au/contact-us

• Phone: 1300 833 686
  

Once an Order has been dispatched, it can no longer be cancelled and may instead need to be handled as a return in accordance with this policy.

If your cancellation is approved, we will process your refund using the original payment method used for the purchase. We aim to process approved refunds within 14 days, although the time taken for funds to appear in your account may vary depending on your payment provider or financial institution.

No cancellation fee will be charged for an approved cancellation made before dispatch.

3. Change of Mind Returns

Unless otherwise stated, FENUM may accept change of mind returns where:

• The Goods were purchased directly from FENUM within the previous 30 days.

• The Goods are unused, undamaged, and in a resalable condition.

• The Goods are returned with their original packaging, accessories, manuals, labels, and other included items.

• You provide a valid receipt, order confirmation, or other acceptable proof of purchase.

Change of mind returns are subject to inspection and approval by FENUM.

We reserve the right to refuse a change of mind return where the Goods do not meet the requirements above.

This section does not limit any rights you may have where Goods are faulty, damaged, unsafe, incorrectly described, or otherwise fail to meet a consumer guarantee under the Australian Consumer Law.

4. Goods That Cannot Be Returned for Change of Mind

Subject to your rights under the Australian Consumer Law, we generally do not accept change of mind returns for:

• Custom-made, specially ordered, or personalised Goods.

• Goods that have been used, installed, modified, damaged, or altered after delivery.

• Goods that, after delivery, have become inseparably mixed or combined with other products.

• Clearance, final sale, or other Goods specifically identified as non-returnable at the time of purchase, except where required by law.

5. Faulty, Damaged, or Incorrect Goods

If you believe your Goods are faulty, damaged, incorrectly supplied, or otherwise do not comply with the consumer guarantees provided under the Australian Consumer Law, please contact us as soon as possible.

Depending on the circumstances and your rights under the Australian Consumer Law, you may be entitled to a repair, replacement, refund, or other remedy.

For major failures, you may be entitled to reject the Goods and choose between a refund or replacement, or retain the Goods and seek compensation for any reduction in value, as provided by law.

We may ask you to provide reasonable evidence of the issue, such as photographs, videos, product serial numbers, or proof of purchase, to assist us in assessing your claim.

6. Returning Goods

Before returning any Goods, please contact FENUM so that we can provide return instructions and confirm the appropriate return process.

Unless otherwise agreed, approved returns should be sent to:

FENUM Pty Ltd
112 Christina Road
Villawood NSW 2163
Australia

For change of mind returns, you are responsible for the cost and risk of returning the Goods to us.

We recommend using a tracked and appropriately insured delivery service, as FENUM cannot accept responsibility for Goods that are lost or damaged while being returned to us by you.

Where Goods are returned because they are faulty, damaged, incorrectly supplied, or otherwise covered by your rights under the Australian Consumer Law, FENUM will comply with its obligations regarding reasonable return or transportation costs.

Refunds for returned Goods will generally not be processed until the Goods have been received and assessed, unless otherwise required by law.

7. Refunds

Once your returned Goods have been received and inspected, we will notify you whether your refund has been approved.

Where a refund is approved:

• The refund will generally be processed within 14 days.

• The refund will be issued to the original payment method used for the purchase where reasonably possible.

• Processing times after the refund has been issued may vary depending on your bank, card issuer, or payment provider.

Where a refund relates to faulty, damaged, incorrectly supplied, or non-compliant Goods, any refund of delivery or return costs will be handled in accordance with the Australian Consumer Law.

8. Proof of Purchase

We may require proof of purchase before processing a return, refund, replacement, or other remedy.

Acceptable proof of purchase may include:

• An FENUM tax invoice or receipt.

• An online order confirmation.

• A bank or card statement showing the relevant transaction.

• Other documentation that reasonably demonstrates the Goods were purchased directly from FENUM.

10. Australian Consumer Law

Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have Goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Any rights provided under this Returns & Refunds Policy are in addition to, and do not replace, your rights under the Australian Consumer Law.

11. Contact Us

If you have any questions about this Returns & Refunds Policy, would like to cancel an Order, or need assistance with a return or refund, please contact FENUM through:

• Email: support@fenum.com.au

• Website Contact Page: https://fenum.com.au/contact-us

• Phone: 1300 833 686

• Postal / Returns Address:
  FENUM Pty Ltd
  112 Christina Road
  Villawood NSW 2163
  Australia