returns, refunds & exchanges

fox & rabbit take great care in the products we create, and we hope that you treasure them, as much as we do. so here is what you need to know about returns, refunds & exchanges with fox & rabbit. 

 

returning your purchases to fox & rabbit: 

our fox & rabbit return policy lasts thirty days. if after the thirty days, you wish to return your purchase unfortunately we are unable to offer you a refund or an exchange. to be eligible for a return, your purchase must be unused, and in the same condition that you received it. we also ask that it be in its original packing. when returning a purchase to fox & rabbit, we require a receipt or proof of purchase. please understand that in certain situations, there can only be a partial refund (if applicable, we will let you know).

if your purchase is not in its original condition, is damaged or has missing parts, and this is is not due to an error by fox & rabbit, or your purchase is returned after the thirty days after delivery, we are unable to offer you a return, sorry. 

on our special projects or custom orders, please note these have been made to your specifications, and we are unable to offer a refund once they have been made. should you wish to cancel your order, please get in touch with us immediately, so that we can talk. 

if at any stage you are unhappy or dissatisfied with the process or your purchase from fox & rabbit, please get in touch with us immediately, as we take great care in our products and our customers. 

 

can i exchange my purchase? 

we urge all our customers to choose their purchases carefully, as we are not obligated to exchange your purchases due to your change of mind.  

fox & rabbit will only replace a purchase if it has been damaged, defective or an error caused by us. if you need to exchange your purchase, for the same product, please get in touch with us right away at foxandrabbitlimited@gmail.com (if possible please provide us with a photo of the damage, defect or error). 

if any exchanges are offered it will be at the discretion of fox & rabbit. like all returns to fox & rabbit you will need to provide us with a receipt or proof of purchase, and cover the cost of shipping back to our workshop.  

 

what happens if my purchase is faulty?

if you receive your purchase and it is faulty, please get in touch with us at foxandrabbitlimited@gmail.com (including a photo of the fault if it is visible) as soon as you discover the fault, as we want to take a look at it and see what can be done to fix it. once we have receive your purchase (shipping at your own cost), we will either repair it, replace it, or refund you the money if nothing can be done, this will be done at our discretion as per the consumers guarantees act. 

 

can i get a refund? 

once we have received your purchase back at the fox & rabbit workshop, we will inspect it first. once this has happen we will send you an email, letting you know whether your refund has been approved or rejected. if your refund has been approved, then we will process this and a credit will be applied to your credit card, or your bank account. please allow a reasonable number of days, as you may not be the same back as fox & rabbit. 

if you have not received your refund, please check your bank account or with your bank or credit card company first, these things take time to process. if however after all of your best efforts, the refund has still not shown up and it has been a reasonable number of days, please get in touch with us at foxandrabbitlimited@gmail.com 

 

need to send your purchase back to us: 

to return your purchase to fox & rabbit, please send us an email at foxandrabbitlimited@gmail.com and we will organise for your purchase to be returned back to us at our workshop.  please note that you will be responsible for the cost of shipping your purchase back to fox & rabbit. when you receive your refund, please note that the cost of return shipping will be deducted from your refund of the original price. with all shipping over $75 dollars you should consider using trackable shipping and purchasing shipping insurance. fox & rabbit do not guarantee that we will receive your returned purchase.