Refund policy
1. Introduction
At Foxe and Moone, we take pride in our handmade leather products and strive to ensure customer satisfaction. If you are not completely satisfied with your purchase, please review our returns policy below.
2. Returns and exchanges
If you receive a faulty or incorrect item, or you wish to exercise your right of withdrawal, please contact us at hello@foxeandmoone.com within 14 calendar days of receiving your order.
3. Conditions for returns and refunds for faulty or incorrect products
Returns will only be accepted under the following conditions:
- The item is damaged or faulty upon arrival.
- The item does not match the order details due to an error on our part.
- The item has not been used and is in its original packaging.
Made-to-order or personalised products cannot be returned unless there is a defect or an error on our part.
4. Returns and refunds process for faulty or incorrect products
To initiate a return, please contact us at hello@foxeandmoone.com with the following details:
- Order number
- Description of the issue
- Photographic evidence of the defect or damage
If the return is approved, we will provide shipping instructions. Customers may be responsible for shipping costs unless the return is due to an error on our part.
Once we have received and inspected the returned item, we will notify you whether your refund has been approved or rejected. If approved, the refund will be issued to your original payment method within up to 14 working days.
5. Conditions for returns under the right of withdrawal
- The right to withdraw from the contract will apply exclusively to products that are returned in the same condition in which the customer received them.
- No refund will be issued if the product has been used beyond merely opening it, if products are not in the same condition as when delivered, or if they have suffered any damage, so you should take care of the product(s) while they are in your possession.
- Please return the item using or including all original packaging and with all tags attached.
6. Returns process under the right of withdrawal
To initiate a return, please contact us at hello@foxeandmoone.com with the following details:
- Order number
- Items to be returned
Once the right of withdrawal has been exercised, the user must send the delivered products to the following address, bearing the return costs: PASEO DE LA ESPERANZA 7, 2º, UBRIQUE (11600 CÁDIZ). Please note that if you choose to return items with carriage due, we will be authorised to charge you any costs we may incur.
After examining the item, we will inform you whether you are entitled to a refund of the amounts paid. If the return includes the entire purchase, the correct procedure has been followed and the products are new and unused, we will refund the full purchase amount plus shipping costs within 14 days of receiving the cancelled order.
If the return includes only part of the order, the correct procedure has been followed and the products are new and unused, we will refund only the value of the returned products, excluding shipping costs.
7. Exchanges or replacements
If you need an exchange due to a faulty or incorrect item, we will send a replacement once we have received and inspected the returned item.
If you ordered one size but need a different one, you may request an exchange for the size you need. The customer is responsible for the return shipping costs and the shipping costs of the new item. No exchange will be made if the product has been used beyond merely opening it and checking the size, if products are not in the same condition as when delivered, or if they have suffered any damage, so you should take care of the product(s) while they are in your possession. Please return the item using or including all original packaging and with all tags attached.
8. Cancellations
Orders can only be cancelled within 12 hours of purchase. Once production has begun, cancellations are not accepted.
9. Contact information
For any enquiries or questions, please contact us at hello@foxeandmoone.com