FAQ

Over 20 years of unrivalled knowledge and expertise

We have more than 20 years of experience in mobile lighting, headlamps, flashlights, lanterns and bicycle lights. Our knowledge, expertise and commitment to mobile lighting gives us an unrivalled competitive advantage in providing the best customer service and highest quality products to our retail, industrial and consumer customers. You can easily reach us via chat or e-mail.

Fenix - globally recognized brand by users

We have won recognition and praise from users for our excellent products and service. Fenix has become known worldwide as a premium LED lighting brand based on each product's excellent performance and reliable quality.

The widest Fenix product range in the Nordics

We have the entire range of Fenix product range, e.g. flashlights, headlamps, bicycle lights, lanterns and accessories. In addition, we are constantly developing some of our exclusive Fenix products such as the award-winning headlamp Fenix HM65R SUPERRAPTOR.

Fenix 100% Satisfied Customer guarantee

In addition to the statutory 14 days, we offer a full 30-day return policy for unused products. The return is simple and free of charge.

Fast deliveries

We strive to always ship all orders received no later than 2 pm on the same day from our own stock! Our transport partner is Postnord, which delivers orders to all parts of Sweden with affordable shipping costs.

Purchase with invoice or partial payment

We offer our customers the opportunity to purchase products against an invoice or partial payment. With the Klarna invoice, you get to see the product before you pay, so you can easily make the final purchase decision at home.

We use the PostNord carrier services to make sure your order gets to you on time.

Once you’ve placed an order, you will receive an order acknowledgement email to confirm your order details. Once your item has prepared for shipment and ships, you will receive a shipment notification email with carrier and tracking information.

Orders where all products are in our warehouse, received before 2 pm are usually dispatched the same day, the next weekday at the latest. If the product is not in stock or the delivery time deviates from what is stated on the website, we will contact you immediately. Normal delivery time for stocked products is 3-4 working days. Order confirmation is sent via e-mail and to the address given at the time of the order.

If one or more products are not in stock on the date of your order, we will wait until all products are back in stock. The items on your order will ship as they become available. Once you’ve placed an order, you will receive an Order Acknowledgement email to confirm your order details

There can be several reasons why the tracking information information isn't available such as the first package scan may not be until delivery or there may be a delay in updates to the tracking database. In such situations, allow an additional day or two for the tracking information become available.

You can cancel items or orders that haven't entered the shipping process yet. Cancellation must always be made in writing to kundservice@fenixstore.se. We aim to contact the customer by e-mail if the delivery time deviates from normal delivery times.

We reserve the right to cancel the order and return the money to the customer

Private customers have the right to cancel within 30 days of receiving the product. Before returning, customer service must be contacted and returns must be made with PostNord MyPack return. The item must be returned in original packaging, as well as in undamaged and resalable new condition. In case of damage or missing components, we reserve the right to reduce the value or not accept the return.

If you want to exchange the product you ordered, you must first return the order to us. After that, you place a new order for the product you want in our online store.

If you want to return or exchange a product, please contact us via e-mail: kundservice@fenixstore.se.

We will give you instructions for the return and send you the necessary forms and waybills. The return is free.

If you are not completely satisfied with your purchase, you may be eligible to return the item for a refund. There are a few important things to keep in mind when returning a product as follows:

Private customers have the right to cancel within 30 days of receiving the product. Before returning, our customer service must be contacted and returns must be made with PostNord MyPack return. The item must be returned in original packaging, as well as in undamaged and resalable new condition. In case of damage or missing components, we reserve the right to reduce the value or not accept the return.

We check all items before we send them out, but should the item be damaged or otherwise defective, or if you received the wrong product or quantity, please contact us immediately (within 7 days) by email or phone so that we can correct the error. We will replace the faulty item at no cost to you as soon as possible.

If you want to return or exchange a product, please contact us via e-mail: kundservice@fenixstore.se.

We will give you instructions for the return and send you the necessary MyPack waybill. The return is free. Please attach the following information:

• The reason for the return (e.g. damage, unwanted, wrong product)
• Name and order number

ATTENTION! Refusing to collect your shipment is not a valid right of withdrawal. Read more under unclaimed shipment.

The warranty period varies between different products, as specified in the product information. The warranty period starts from the date on the receipt. In case of warranty claims, the product, essentially only the component suspected to be defective, is sent to us for examination. It is typically repaired or replaced with a completely new one if the warranty is justified. We cover the return shipping for warranty cases within Sweden only. Customers outside Sweden are responsible for all shipping and related expenses. Keep the receipt safe as it is required for claims.

The warranty covers defects in workmanship and materials. The warranty does not cover product misuse, customer-modified products, installation errors, any damages caused e.g. by leaked batteries etc., neglect of instructions, or damage to products caused by other faulty actions. The warranty covers defective components, associated labor, and shipping costs within Sweden only. The warranty does not cover any potential reinstallation costs for the replaced part covered by the warranty. A product warranty replacement does not extend the original warranty period of the product.

During the warranty period, if a defect arises in the product and you follow the instructions that we will provide to you for returning the product, we will, at our option, take one of the following actions: (1) replace the product with either a new or a refurbished product that is the same as or similar to the product you purchased; or (2) refund to you the purchase price of the product.