At Fox and Roo we are more than happy to refund, exchange or credit items due to change of mind or incorrect fit provided that the item is returned:
Please note we do not offer returns or exchanges on the following items unless faulty:
Customers wishing to return goods purchased at Fox and Roo must make contact with us within 14 days of receiving the item to open a Return Authorisation Request. Return requests made outside of this return period will not be accepted. Items must then be received back by Fox and Roo within 14 days of the Return Authorisation being provided.
Please keep in mind postage times when sending your items back. Items received by Fox and Roo outside of this time frame may not be accepted.
Fox and Roo cannot be held liable for returns lost by the postal service. We recommend sending the items using either a registered or tracked postage service. We do not offer free returns/exchanges & it is the customer’s responsibility to cover the cost of postage to and from our office for all exchanges.
Returns and exchanges must include:
• A pre-paid self-addressed trackable postage bag for your exchange to be sent out (only needed if we are issuing an exchange).
• A note with your full name, order number & address.
• Name & size of the design you are wishing to exchange for.
• The returned product ensuring it is in original condition, unwashed, unworn and with all labels and tags still attached.
In accordance with Australian Consumer Law, Fox and Roo 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 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.
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 Fox and Roo's products 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 in the same payment method used for the initial purchase only. Rewards points redemptions will be re-credited to the value of points used for the original purchase. This value is not transferrable to a cash refund. Shipping fees are also unfortunately non-refundable unless the return or exchange is in relation to a faulty item.
Returns/exchanges are processed within 5 days of receiving your items. If your return/exchange is urgent please email us at firstname.lastname@example.org.
Please send your items to the following address:
Fox and Roo
PO Box 321
Hall ACT 2618
Fox and Roo reserves the right to refuse any stock for a refund, store credit or exchange if they deem the item to be not fit for return.
If you have any enquiries regarding our returns/exchanges policy, please contact us at email@example.com.