Customer Care

The Photon Shop (MyFenix) is your UK portal to the world of Fenix torches, headlamps, lanterns, bike lights, batteries, chargers and accessories.

As the UK Fenixlight distributor we supply genuine UK retailers including Torch Direct, Heinnie Haynes, Inglesport, Veals Mail order, Uttings and many others with UK serial numbered, UK warrantied Fenix products. We provide extended warranty service for all Fenix lights that pass through our warehouse. Please visit our warranty page for more information.

Customer Service:

Customer satisfaction is our number one priority. You can buy from us safe in the knowledge that you will be looked after throughout the purchasing and delivery process.
We take every step to uphold our reputation of superb service and ensure total customer satisfaction.

Shipping


All in stock retail orders placed before 3PM Monday to Friday will be processed and dispatched the same day. In the rare event of an item listed as in stock not being available we’ll contacted you the same day and provide a likely delivery date / option to cancel your order.

Postal charges:

Orders below £30.00 – Second Class Post - £2.95 (2-4 working days)
Orders over £30.00 – Second Class Recorded Post - Free (2-4 working days)
Orders over £50.00 – First Class Recorded Post - Free (1-2 working days)

Upgrade to RM next working day Special Delivery (usually delivered by 1PM) + £4.95
Order before 3PM Friday and upgrade to Saturday Special Delivery: + £9.95

Should the postman be unable to deliver, a card will be left with re delivery instructions. For more information visit the Royal Mail UK posting page.


Wholesale (trade) orders:

We dispatch the majority of wholesale orders the same day provided we receive your order by midday Monday to Friday. We are flexible with timing depending on courier arrival times and will do our best to ship your urgent order the same day. Please contact us for delivery costs.


International Delivery:

Orders below £30.00 are charged at £4.00 - International Standard Post. Delivery will normally be made within 3-7 working days by your local postal service.
You can upgrade to International Tracked and Signed Post charged at £9.00 – delivery will normally be made within 3-7 working days by your local postal service and a signature will be required. We will provide a tracking number to track your shipment.
International orders above £30.00 in value are automatically upgraded to International Tracked and Signed Post at a cost of £7.00 and are usually delivered within 3-7 working days.

For more information visit the Royal Mail international posting page.

Should you have any questions about our delivery options please don’t hesitate to get in touch.



Returns:


No right of full refund exists under the EU Consumer Rights Directive IP/08/1474 once you have used your product, unless the product is defective and you are returning it for this reason. We can reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.
Please notify us in writing, (email or letter) within 14 days from the day after you receive your goods if you’d like to return items from your order.
We cannot refund engraved products once the product has been engraved as ordered.
If you are returning your product because it is defective, please state the defect or defects.
Repackage the product in its original packaging, including all originally included accessories and paperwork that came with the item. Unfortunately, we will be unable to issue a full refund where all originally supplied items are not present.
If the original packaging surrounding the product has been damaged or destroyed we will only issue a full refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

You are responsible for paying any postage or shipping costs incurred when returning the product. However, if the product is faulty we will refund your postage cost.
We recommend that all returns be sent by Royal Mail signed for delivery, so that a record of the return is available for you as we will not issue refunds for any items lost or stolen in transit to us.



WEEE

Under the Waste Electrical and Electronic Equipment Regulation 2006 (WEEE) we are pleased to offer our customers the facility to return their old equipment when they purchase a new item from us. When you purchase a new electronic lighting product from us, you can send us your old version and we will dispose of it properly.
If you would like to take advantage of our WEEE take-back service, please contact us in the first instance to obtain a returns reference number.

Contact us at: Email: sales@myfenix.co.uk | Telephone: 02921 157162.

The address to which you should send your WEEE return is:
WEEE Returns, The Photon Shop, Unit P4, Southpoint Industrial Estate, Clos Marian, Cardiff, CF10 4SP.
Please note that you are responsible for postal charges to return the item to us.

Under the WEEE regulations, all new electrical goods should be marked with the crossed-out wheeled bin symbol, indicating they should be disposed separately from normal household waste.
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge.
Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will go to landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and human health.





Battery Disposal

Under the Waste Battery Regulations, The Photon Shop (MyFenix) are offering a take back scheme for all your portable waste batteries. You can return your waste batteries to our business premises in person. Please do not return batteries to us other than in person.

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.co.uk

Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.