Returns & Claims

How do I make a return or claim?

To make a return or claim, please send us details of the claim with photos to: [email protected]

Terms & Conditions

Proof of purchase is necessary to claim.

All goods are to be checked for faults or damage within 48 hours of being received. You will waive any claim for shortage and/or breakages of any goods delivered if you do not lodge a claim in writing (email accepted) to Fienza within 48 hours of receiving goods. Fienza cannot offer replacement products after the initial faulty product has been installed.

All breakages or product shortages will not be recognised if deliveries are made by a third party organised by the retailer. Claims for shortages or damages will not be accepted if deliveries occur between the retailer and the customer. It is the responsibility of the retail store to ensure all products are checked for damage/quantity and correct items before they are delivered to the consumer.

Return of goods due to incorrect or cancelled orders will incur a 20% restocking fee plus the cost of the return freight to Fienza. Return of goods to Fienza due to incorrect or cancelled orders is the responsibility of the purchaser at their expense. Credits will not be applied for any goods returned to Fienza that are not in original packaging and saleable condition.

Fienza reserves the right to refuse or reduce customer credits for specialised orders.

If your Fienza representative collects your returned goods, the customer will not need to pay for return freight, but is still liable for the 20% restocking fee. Please note that this excludes any large items or non-metro locations.