Effective Date: 16 November 2024
At Fox and Bare, we are committed to ensuring your satisfaction with every purchase. This Refunds and Returns Policy explains the conditions, process, and timeframes for product returns and refunds. By shopping on foxandbare.co.za, you agree to the terms outlined below.
1. Eligibility for Returns and Refunds
We accept returns for physical products under the following conditions:
- Standard Products: Must be unused, in their original packaging, and in resalable condition.
- Customised Products: Custom or personalised items are non-returnable unless defective or damaged upon delivery.
- Defective or Damaged Items: If the product is faulty, damaged during shipping, or incorrect, it is eligible for return or replacement.
2. Timeframes for Returns
Requests for returns must be initiated within 14 days of delivery for standard products. If the item is defective or damaged, you must notify us within 7 days of delivery to qualify for a return or replacement.
3. Initiating a Return
To initiate a return, follow these steps:
- Contact Us: Email us at [email protected] with your full name, contact information, order number, reason for return, and photos of the product if it is damaged or defective.
- Approval: Once we review your request, we will confirm whether your return is approved and provide instructions on how to proceed.
- Shipping: Pack the item securely in its original packaging and return it to 100 Voortrekker Road, Salt River, Cape Town, 7925, or another address specified in our approval email.
4. Return Shipping Costs
Customers are responsible for return shipping costs for standard returns unless the product is defective or incorrect. If the item is faulty, damaged, or incorrect, we will cover the return shipping costs.
5. Refund Process
Once we receive and inspect the returned item, we will process your refund or replacement.
- Inspection: We will verify that the returned item meets the conditions outlined in the policy.
- Refunds: Approved refunds will be processed within 7 business days of receiving the returned item. Refunds will be issued to the original payment method.
- Replacements: If you choose a replacement for a defective or damaged product, it will be shipped to you at no additional cost.
6. Non-Returnable Items
The following items cannot be returned or refunded:
- Customised or personalised products (unless defective).
- Products not in their original condition or missing components.
- Items returned after the timeframes outlined above.
7. Important Notes
Products must be returned in their original condition. Items that are used, damaged (except for defects or shipping damage), or missing parts are not eligible for refunds or replacements. A valid proof of purchase (e.g., order confirmation email or receipt) is required for all returns and refunds. This policy does not affect your statutory rights under applicable South African consumer protection laws.
8. Contact Information
For questions or assistance with returns and refunds, please contact us:
Email: [email protected]
Address: 100 Voortrekker Road, Salt River, Cape Town, 7925
This Refunds and Returns Policy is designed to be fair and transparent for both our customers and Fox and Bare. If you have any questions or concerns, do not hesitate to reach out to us.