Fotile Products Cancellation & Return Policy

This policy applies to FOTILE products purchased through the FOTILE Perth and to order cancellations or returns requested because the customer has changed their mind.

1. Orders Placed but Not Yet Delivered or Collected

If a customer wishes to cancel an order due to a change of mind before the goods have been delivered or collected, the following cancellation fees will apply. The relevant period is calculated from the date the order is confirmed to the date cancellation is requested:

Within 2 weeks of placing the order:
A reasonable cancellation and administration fee may apply based on the actual processing, administration or other reasonable costs incurred in relation to the order. The remaining amount paid will be refunded.

More than 2 weeks but no more than 3 months after placing the order:
A 10% cancellation and administration fee will be deducted from the total value of the cancelled goods. The remaining amount paid will be refunded.

Long-Term Orders and Collection Period:
Unless otherwise agreed in writing on the invoice or sales order, all orders should generally be collected or scheduled for delivery within 12 months from the date the order is placed.
Where a customer requires collection more than 12 months after the order date, the arrangement must be agreed with the store and the expected collection date or extension arrangement must be recorded on the invoice or sales order.
Where an order remains uncollected for more than 12 months and the customer has not collected the goods, arranged delivery or contacted the store to update the order status, the store may issue an order reminder using the contact details provided by the customer.
If the customer does not respond or make the required arrangements within the reasonable period specified in the final notice, the store may cancel the order.
A cancellation and administration fee of up to 20% of the total order value, plus a storage/stockholding fee of up to $200.
Any remaining refundable balance will be returned to the original payment method.

Applicable fees will be deducted from the amount already paid, and any remaining refund will normally be returned using the original payment method.

2. Goods Already Delivered or Collected

2.1 Returns After Delivery or Collection

Once goods have been delivered or collected, change-of-mind returns or refunds are generally not accepted.

In certain circumstances, and subject to store approval, a return may be considered within 30 days after delivery or collection. To qualify for a change-of-mind return, the goods must:

• remain completely unopened in the original factory packaging;
• be accompanied by valid proof of purchase.

Once the goods have been inspected and accepted for return, a 20% restocking fee based on the purchase price of the returned goods will be deducted. The remaining eligible amount will be refunded.

2.2 Opened Products

Products that have been opened, used, installed, connected or modified are not eligible for return or refund due to change of mind. Please check the model when purchasing.

2.3 More Than 30 Days After Delivery or Collection

Products will not be accepted for return or exchange due to change of mind more than 30 days after the date of delivery or collection.

3. Delivery and Return Costs

For change-of-mind returns:

• any original delivery charges already incurred are non-refundable;
• the customer is responsible for the cost of returning the goods to the FOTILE Perth store; and
• if collection of the returned goods is arranged by the store, the applicable transport cost may be deducted from the refund.

4. Special Orders and Custom Products

Special-order, customised, specially configured or specifically sourced products may be subject to separate cancellation and return conditions. Any such conditions will be disclosed at the time of purchase and recorded on the relevant order, quotation or invoice.

5. Faulty, Damaged or Misdescribed Products

The cancellation fees, storage fees and restocking fees described above apply only to change-of-mind cancellations and returns.

If a product is faulty, damaged, unsafe, significantly different from its description, or otherwise covered by the consumer guarantees under the Australian Consumer Law, the matter will be handled separately in accordance with applicable consumer law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

6. Refund Processing

Refunds will be processed after any returned goods have been inspected and the final refund amount has been confirmed. Refunds will normally be issued to the original payment method used for the purchase.

By paying a deposit or the full purchase price and confirming the order, the customer acknowledges that they have read, understood and accepted the above Order Cancellation & Change of Mind Return Policy.