Refund policy

1. How Returns Work

Returns for products purchased directly through www.fotile.com.au are administered by our aftersales service. Customers who have acquired products from other retailers must contact those retailers directly to arrange a return.

To commence a return with us, please complete the online return form. Upon receipt of your request, we will undertake the following steps:

1. Your request will be reviewed and a Return Authorisation Form will be issued.

2. A prepaid shipping label will be provided. The item must be returned in its original, unopened packaging.

3. Once the returned item has been received and verified, you will receive a confirmation email.

4. Refunds will be processed within 7–10 business days following the receipt and inspection of the returned goods. Please retain all proof of purchase and payment receipts. Refunds will be issued to the original payer using the same payment method.

 

2. Returns Eligibility

Customers are not entitled to a refund or replacement on account of a change of mind alone. A refund or exchange will only be provided where the product exhibits a significant defect. Examples of such defects include:

· A flaw that, had it been disclosed, would have dissuaded a reasonable purchaser from acquiring the product.

· Any condition that renders the product unsafe for use.

· A marked discrepancy between the product and the description or sample provided.

· A failure to perform as warranted or requested that cannot be readily rectified.

In circumstances where the defect is minor, we will undertake to repair the goods within a reasonable period. Should we be unable to do so within that period, the customer may elect either a refund or replacement. Alternatively, the customer may retain the product and receive compensation reflective of any diminution in value.

 

3. Change of mind?  

·For goods yet to be dispatched or delivered no return fee will be applied if you change your mind prior to the order being dispatched.

·For dispatched or delivered goods:

If your goods have been delivered, remain unopened, and are in the condition received, they may be returned within 30 days. However, you'll receive a refund minus a 20% restocking fee, the original shipping cost, and a return shipping fee to cover the return's expense.

For items returned beyond 30 days, no returns or exchanges.

 

4. Products Damaged Upon Delivery

If a product is found to have been damaged upon delivery, the following conditions apply:

· Please notify us of the damage within two business days by calling 0467 802 285.

· You may request a return, exchange, or repair.

· Exchanges will incur no additional delivery, shipping, or service fees. However, any price difference between the replacement item and the original item will be credited or charged to the original payment method.

· For returns, a full refund of the product price will be issued if the item is confirmed to be damaged upon arrival.

5. Contact Us

For all return and exchange inquiries, please reach out to us at:

Tel: 0467 802 285

 Email: admin@fotile.com.au