Returns & Exchanges
Open-minded, curious and adaptable. It’s the Fenton & Fenton way. If your purchase isn’t quite right, we’re here to help. So, while we want you to love your pieces as much as we do, we know that sometimes a cushion might work better than a throw, a bedside table better than a coffee table … or you just might need a little more thinking time.
Change of mind
For all Australian orders other than those referred to below, we’ll gladly offer a credit note or exchange for pieces returned within 7 days of purchase and in saleable condition and/or in the original packaging. Sorry, but we can’t provide refunds if you change your mind. We are also unable to accept returns on international orders, commissioned items, artworks or gift vouchers.
If you complete a pre-order and then have a change of mind within 7 days of the purchase date and are yet to receive the goods, we will cancel the pre-order and offer a credit note to value of the goods.
Pre-orders (for certain items)
At our sole discretion, you will be required to pay full price when you place an order with us for a custom made item. Payment (including a delivery fee if applicable) must be made in full within 14 days of availability of stock in our warehouse and cleared at least 3 days before the delivery date.
We may, in our absolute discretion, refuse to deliver the goods if payment is not made in full in accordance with the terms of payment.
If you cancel this pre-order:
- any funds paid by you may not be refundable "as of right”;
- you will be liable to pay for all our costs, charges and expenses incurred by us; and
- the funds will be applied to cover our costs and expenses.
If the funds are not enough to cover our costs and expenses, we reserve our rights to claim such loss from you.
For pre-ordered items we are only able to notify the expected arrival date into our warehouse. The date the goods arrive at our warehouse is subject to change due to its reliance on many factors, sometimes resulting in unexpected delays. As much as possible we will update you by email on any changes to the arrival date. Should you have any concerns or need to change your delivery address please email us at firstname.lastname@example.org
Our credit notes are only valid in-store. If you change your mind on a pre-order, contact us within 7 days of purchase and we will provide a credit note to the value of the amount paid. If you have a store credit but wish to purchase goods on-line, please call our Customer Care team on (03) 7066 6707 and they will assist in placing your on-line order.
To initiate an exchange contact us on (03) 7066 6707 or email@example.com within 7 days of receiving your item. You’ll need to return the piece in-store or our warehouse as instructed by our Customer Care team and once the goods arrive safely and in saleable condition and/or in the original packaging we can commence the exchange.
We’re all about quality craftsmanship, and before your piece makes its way to you, we carefully check it for faults. In the instance that a piece is deemed faulty, we’ll offer a refund, replacement or in some instances, a partial credit. To initiate a refund contact us on (03) 7066 6707 or firstname.lastname@example.org within 48 hours of delivery, with images and details of the damage.
Working with you, our Customer Care team will assess the faulty or damaged piece and organise for a suitable course of action, which may be a refund, repair, replacement or partial credit.
If you fail to advise us within 48 hours of delivery, the item(s) will be deemed to be free of any defect and you are deemed to have waived any right of claim in respect of the item(s).
We’re passionate about interiors, from make to finish, and it means we have high standards of quality control. All products are covered by a 2-year warranty for residential use, which is in line with consumer rights under the Australian Consumer Law. In some instances, the warranty period may be longer, and this information will be noted on relevant products.
In the unlikely instance that you do experience an issue with your Fenton & Fenton piece during the warranty period contact us on (03) 7066 6707 or email@example.com to let us know about the issues you're experiencing so we can help.