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Returns and Exchanges

At Fox and Roo Kids we are more than happy to refund or provide a store credit (in line with the below conditions) for returned items due to change of mind within 14 days of in-store purchase or delivery date for orders made online.

What does the returns and exchanges policy cover?

The returns and exchanges policy covers items originally purchased from us and returned to us that are:

  • In original condition as received
  • Unwashed
  • Unworn
  • With all labels & tags still attached
  • Un-opened and unused (eg: bottles, etc)

Any store credit or refund under this policy will be issued minus the value of any shipping paid by the customer, or in the circumstance in which free shipping was met, the cost we incurred to send your item/s to you originally.

Exclusions from change of mind returns or exchanges:

Please note for safety and hygiene reasons we are not able to offer refunds, exchanges or store credits on dummies or swimwear unless faulty.

There may be other items not explicitly mentioned as excluded from change of mind returns within our returns and exchanges policy. Fox and Roo Kids reserves the right to review and determine whether the item is appropriate for a return.

Sale and pre-order items:

Should you wish to return sale or pre-order items we unfortunately cannot offer a direct refund however we will happily offer a store credit. The value of the store credit will be to the value originally paid for the item/s only. The store credit will be issued minus the value of any shipping paid by the customer, or in the circumstance in which free shipping was met, the cost we incurred to send your item/s to you originally.

How can I make a return?

Customers wishing to return goods purchased at Fox and Roo Kids must make contact with us or present in store within 14 days of the original in-store purchase or delivery date of items. Return requests made outside of this will not be accepted.

Items being returned by post must then be sent back to Fox and Roo Kids within 7 days of the return authorisation being provided.

Fox and Roo Kids cannot be held liable for any returned items lost by the postal carrier in transit to us. We recommend sending the items using either a registered or tracked postage service. We do not offer free returns/exchanges and it is the customer’s responsibility to cover the cost of postage to and from our warehouse for all returns.

Returns must include (if not already known by contacting us):

  • Your full name and order number.
  • The returned product ensuring it meets the condition outlined above being in original condition, unwashed, unworn and with all labels and tags still attached.

Please address your return items to the following address:

Fox and Roo Kids
Attention: Returns
PO Box 321
Hall ACT 2618
Australia

How long until a refund/store credit is processed:

Returns are processed within 5 days of receiving your items. If your return/exchange is urgent please email us at hello@foxandroo.com.au.

Faulty items:

In accordance with Australian Consumer Law, Fox and Roo Kids will gladly provide a refund or exchange on items deemed faulty and any shipping charges associated with this process will be at our cost.

We aim to inspect all goods before they are shipped out to you to keep our quality standards high, however in the event where you have received a faulty item, please contact Fox and Roo Kids as soon as possible with an email describing the nature of the issue along with any photographs or videos (if possible) which may help to communicate this. Our team will then get the return/exchange process started by organising for the faulty item to be returned and a subsequent refund or exchange to be issued.

All consideration on what constitutes a faulty item versus a damaged or misused item will be at the discretion of Fox and Roo Kids.

Further information:

All returned items that do not comply with our returns/exchanges policy may automatically be returned to the customer. Please keep in mind some of the products sold by Fox and Roo Kids are limited edition & exchanges are subject to availability. If the item you are wishing to exchange for is not in stock a store credit will be issued.

All refunds are issued via the same payment method used for the initial purchase only. Shipping fees are also unfortunately non-refundable unless the return or exchange is in relation to a faulty item.

Fox and Roo Kids reserves the right to refuse any refund, store credit or exchange if the item is deemed to be not fit for return in line with this policy and Australian Consumer Law.

If you have any enquiries regarding our returns/exchanges policy, please contact us at hello@foxandroo.com.au.