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Frequently Asked Questions

On this page you will find the answers to the most frequently asked questions. If you don’t find the answer here feel free to submit us a ticket or call us at (014) 337 9460 (Mon - Fri 8-16:30).


Grey Import

"Grey imports" describes goods that are traded via distribution channels that are not authorised by the manufacturer or their official representative. In the case of Fenix products in Finland,  only Fenix Nordics is authorized to import Fenix goods into Finland and to organize their further distribution within Finland. Check authorized Fenix dealers from dealer locator.

Quality issues

We guarantee the quality of our products by ensuring correct storage, transport and service. In case of grey imports, there is an increased possibility of incorrect storage, transport and improper or non-existing service. These can result in defects or malfunctions. There has been cases where the Fenix producs has been counterfeits or modified.

Problems in warranty or guarantee claims

In case of warranty repair, you may be expected to cover the costs of the repair yourself. 

In case of warranty repair, you may be expected to cover the costs of the repair yourself. 

Do not only compare the price of the goods but also the reliability of the dealer. You can find an authorized Fenix dealers using our Dealer Locator here. Should you have any questions about the dealers, you are always welcome to contact our sales at info(at)fenixvalaisimet.fi.

If you notice that you have purchased a grey import, we recommend that you assert your 14-day right of return. This does not require you to provide any reason for returns.

Benefits of buying your Fenix product from authorized dealers

  • Secure warranty period for 5 years
  • You are eligible to register free for a 6 months warranty extension
  • Quick and effortles service and suppport assistance is provided by authorized Fenix Service Centre
  • You can be always sure to get the latest product versions with latest features when purchasing your Fenix from any of our authorized Fenix dealers

Ordering and payment

  1. Add product(s) to a shopping basket by clicking 'Add to cart' -button.
  2. Click a basket icon from the up right corner of the page to see your shopping basket. YOu can move to shopping basket by clicking 'View Basket' -button.
  3. In case you have discount and/or voucher code, input these to discount code/voucher fields in the shopping basket page.
  4. Click button 'Checkout' and you are directed to Checkout-page.
  5. You can buy products by login to your MyFenix-account, or register as a new MyFenix member. You can also buy products by guest.
  6. Input delivery and billing details.
  7. Choose terms of delivery
  8. Choose terms of payment
  9. You can subscribe for a free MyFenix newsletter on upcoming special offers and product news in you like.
  10. Before leaving you order, you need to approve the terms of sales.
  11. Pay your order by pressing 'Confirm Order' -button.
  12. After succesful settlement, you are directed back to our page.
  13. You receive an order confirmation by email. In case, you will not get the order confirmation, please contact our customer service team.
Yes you can. In checkout, remove mark from the following selection 'My delivery and personal addresses are the same'.
Yes you can, reach our sales team at +358 14 337 9460. We are open weekdays from 8 - 16.30 EEST.

You can cancel items or orders that haven't entered the shipping process yet by calling us at +358 14 337 9460. In case your order has already been shipped.

You have the right to cancel an online order under the Consumer Contracts Regulations and get a refund, here is how to do it.

The payment service between vendors and consumers is offered by Paytrail Oyj (Company registration number 2121703-0) in co-operation with banks and credit institutions. You as a consumer are not required to register or pay extra costs for using the payment service. Paytrail Oyj is an authorized payment institution supervised by the Financial Supervisory Authority. All data transfer and money transactions are SSL secured meaning that no external party can see your personal information. Paytrail will show as the recipient of the payment.

Payment options

You can use the online payment services of all Finnish banks.
Card Payments and MobilePay by Visa, Visa Electron, MasterCard or Business Eurocard
Paypal
Cash on Delivery
Invoice (authorized company customers)

We are fully committed to protecting your individual rights and keeping your personal data safe. Read more on our Data Protection Policy here.

Shipment and Tracking

Typical delivery time is 1 - 2 days. During the high seasons, there may be delays in shipping. Out of Stock products will be delivered as soon as they arrive to our warehouse.

Click on the track and trace number that you find in the Shipping Confirmation email.

Returns and Exchange

If the product does not meet your expectations, you can return it or exchange it for another product within 14 days. We require the product to be unused and in its original condition. Products must always be returned in their original packaging.

To make the return process as easy as possible, we ask you to fill-out and submit an electronical RMA/Exchange ticket to us here.

If you wish to return a package you can take it to the post office and send it free of charge to and with the following shipping details:

ASIAKASPALAUTUS /POSTI KLO 16
PALAUTUSTUNNUS: 619203
PUHELINNUMERO: 0405104680
Delotec Oy/Fenix Nordics
Ahjokatu 13
40320 Jyväskylä

Please clearly provide your name and address using the returns form included in your delivery. Attach a customer return address card (available at the post office) to the package and ask for a receipt showing that you have returned the package.

We will refund the purchase price of the product you return to the bank account you provide on the returns form.

Once we have received and inspected your return, it usually takes about 14 days to get your refund.