At Fox’s Chandlery, we aim to ensure every customer is satisfied with their purchase. To give you peace of mind, we offer a 90-day returns policy on most items, provided the conditions below are met.
1. How to Start a Return
1.1. All returns must be initiated through the Returns Process in your Fox’s Chandlery online customer account. This ensures returns are tracked and processed correctly.
1.2. Once your request is submitted, our team will review it and, if approved, you will receive a Return Authorisation Number (RAN) and shipping instructions.
1.3. Returns sent without prior authorisation will not be accepted.
2. General Conditions of Return
2.1. Customers may return items within 90 days of receipt for a refund, replacement, or store credit (unless excluded, see Section 4).
2.2. Proof of purchase is required for all returns.
2.3. Items must be unused, in original condition, and returned with all manuals, accessories, and packaging.
3. Faulty or Defective Goods
3.1. If you believe an item is faulty, please submit a return request through your customer account within 90 days of delivery.
3.2. We may request photographs or additional details before issuing authorisation.
3.3. Returned goods will be inspected. If confirmed faulty, we will offer a repair, replacement, or full refund in line with UK consumer law.
4. Condition of Returned Goods
4.1. Goods must be returned in original packaging.
4.2. Shipping labels, tape, or writing must never be applied directly to the product packaging.
4.3. Boxes must not be crushed, dented, torn, or otherwise damaged. Failure to comply may result in the return being refused or a restocking fee being applied.
4.4. Goods showing signs of use, installation, or modification will not be accepted unless proven faulty.
5. Exclusions from Return
The following items cannot be returned under our 90-day policy (unless faulty):
- Custom-made, personalised, or special-order items.
- Products installed, modified, or used in ways not intended by the manufacturer.
- Goods returned without original packaging or with damaged packaging as defined in Section 4.
6. Return Shipping
6.1. Unless the product is faulty or supplied in error, customers are responsible for return shipping costs.
6.2. We recommend using a tracked and insured courier service, as Fox’s Chandlery is not responsible for items lost or damaged in transit.
7. Refunds and Processing
7.1. Refunds are processed only after the goods have been received and approved by our returns team.
7.2. Refunds will be made using the same payment method used for purchase.
7.3. Please allow up to 14 working days after receipt of goods for your return to be processed.
8. Your Statutory Rights
8.1. Our 90-day returns policy is offered in addition to your statutory rights.
8.2. Nothing in this policy affects your rights under the Consumer Rights Act 2015.