Skip to content
  1. WE NOW ACCEPT AFTERPAY & ZIPPAY ON ALL ORDERS!

Refund policy

 

REFUND POLICY

It is our aim to ensure all our customers are happy with their purchases. As such, we are happy to exchange or refund when necessary.

Please choose carefully as we do not refund for change of mind including wrong sizing, we only refund faulty items, but will exchange for product, correct size or offer a store credit to the value of the original purchase. Your item must be returned within 14 days (both online and in store). Store credit is then valid for 12 months from the processing date.

Proof of purchase will be required – emailed receipt, or hopefully we will remember you. Fufanu does reserve the right to refuse an exchange, return or store credit.

Exchange items must be in as new condition and suitable for resale, no damage, scratches, evidence of use. Fufanu has the right to refuse product exchange based on assessment of product. Any postage costs for change of mind exchanges is at the expense of the customer for both returning and resending items.

Ordered items /special orders cannot be exchanged or returned for refund unless the item is faulty, as these are special orders that we may not be able to resell.

If the goods are not repairable, you may be able to replace or refund the item. Please note, some manufacturers warranties are for replacement and not repair.

Sale items cannot be exchanged or refunded, unless the item is faulty.

When returning items please use a trackable service at your cost – ensuring the stock arrives back to us is the customer’s responsibility. Our postal address is: 30 Roosevelt Street, Coburg North 3058

We will not provide a refund if:

  • No proof of purchase is offered.

  • The customer simply changes their mind.

  • Customer has selected incorrect size (will exchange for correct size - see below)

  • The goods have been damaged after the purchase unless the damage is a result of the normal, recommended use of the goods. (Please note: this may be covered by warranty and the goods may be repaired)

  • Customers know, or should reasonably have known, about any faults when they bought the goods (for example, as sold as seconds, secondhand skates etc).

  • The goods have been used.

  •  Postal delays.


    If a refund is required, the customer should:

  • Contact Fufanu immediately when the fault is noticed.

  • Provide details of the fault with images if necessary.

  • Provide proof of purchase.

  • Stop using the faulty goods.

Cash refunds will only be made if the original payment was made in cash, refunds of payments made using Credit Cards or PayPal will be returned using that method.

 

 

 

 

Sizing

We strongly recommend visiting Fufanu to get fitted. If not possible please refer to our sizing information on the website, or contact Fufanu directly to assist you. We do not refund product for wrong size choice, we offer exchange for the correct size.The exchange item must be in original purchase condition and not damaged or used in any way. Item needs to be received and assessed by Fufanu before exchange or store credit can be processed.

  • Helmets can not be exchanged or returned due to Health and Safety regulations (unless faulty). We recommend coming into store for a fitting to get the correct size. 

Special Orders

 

 

Including custom build items are non-returnable unless item is faulty or a warranty or guarantee is breached. We reserve the right to cancel any order (in full or part) where: Fufanu becomes aware after order confirmation that the item is out of stock; or there has been a genuine pricing or product description error by Fufanu or its supplier. We will refund any amount already paid in respect of any cancelled order (and in the case of part cancellation of an order, we will refund the amount paid that relates to the cancelled portion of the order).

Lost Parcels

On the extremely rare occasion this may occur, we will approach on a case by case basis. Generally, in most cases it is not the sender or receivers fault. It can be a very complicated and time consuming process to enable claims and refunds, and in some cases the parcel may arrive weeks or months later. At our discretion we will offer replacement items or store credit. Refund will only be offered if the items claimed are refunded to Fufanu.

In the instance of wrong address: If the receiver has provided wrong address details, and parcel has been returned to Fufanu. The receiver must pay shipping costs for their items to be resent.