Returns & Refunds

We hope you are as happy about your purchase as we are making it.

However, if there are any issues we hope to provide a stress-free process and get any issues resolved as quickly as possible.

1. Ordering, Appointments & Fabric Choices

1.1 Please ensure all details are correct before placing your order and that you are happy with all design decisions and materials.

1.2 We strongly recommend using our sample service prior to purchase, as all items are handmade and made to order. Colours, textures and finishes may vary between photographs, screens and in-person samples, and images may be edited, enhanced or styled for presentation purposes.

1.3 We do not offer refunds for change of mind, incorrect fabric or colour choice on made-to-order, bespoke or personalised products. Customers are responsible for ensuring they are happy with their selection prior to ordering. Colours may vary slightly between samples, screens and final products due to dye batches, fabric house updates and lighting conditions. These variations are not considered faults.

1.4 Design consultations, measuring appointments and booked time slots must be cancelled or rescheduled with at least 48 hours’ notice. We reserve the right to charge for missed appointments, late cancellations or time already allocated to your booking where sufficient notice has not been given.

2. Made-to-Order & Bespoke Products

2.1 Under the Consumer Contracts Regulations 2013, customers may have the right to cancel certain orders within 14 days of purchase.

2.2 This right does not apply to goods that are made to the customer’s specifications or are clearly personalised.

2.3 As all of our products are made to order, most orders will fall within this exemption.

2.4 Where the right to cancel applies, cancellation requests must be made in writing within this 14-day period.

2.5 Where cancellation is valid, a refund will be issued within 14 days of confirmation.

2a. Standard Retail Products (Including Seam Bean™)

2a.1 Standard retail products purchased online may be returned within 14 days of receipt under the Consumer Contracts Regulations 2013.

2a.2 The item must be returned unused, complete and in a resaleable condition.

2a.3 Customers are responsible for return postage costs unless the item is faulty or incorrect.

2a.4 Refunds will be processed within 14 days of receiving the returned goods or satisfactory evidence that they have been returned.

3. Made to Order Further Details/Waiver

3.1 All of our products are made to order and produced specifically for each customer.

3.2 As such, most orders are exempt from the standard 14-day cancellation period in accordance with the Consumer Contracts Regulations 2013.

3.3 Unless otherwise agreed in writing, we will not begin production until after the 14-day cooling-off period has passed.

3.4 If you request that we begin production within this 14-day period, you must confirm this in writing. By doing so, you acknowledge and agree that your right to cancel will be waived once production has commenced or materials have been ordered.

3.5 Once production has commenced or materials have been ordered (and are non-returnable), the order cannot be cancelled and no refund will be due.

3.6 Where a cancellation is requested prior to production starting, we reserve the right to deduct any costs already incurred, including materials, administration time and payment processing fees.

4. Product Quality & Consumer Rights

4.1 In line with the Consumer Rights Act 2015, all goods will be:

as described
of satisfactory quality
fit for purpose

4.2 Due to the handmade nature of our products, you agree to a reasonable allowance for slight variations in size, finish and appearance.

4.3 Natural characteristics of materials, variations in fabric batches, and normal wear and tear are not considered faults.

5. Faults, Damage & Remedies

5.1 If a product is faulty, not as described, or not fit for purpose, you should notify us in writing within 7 days of receiving the item, including photographs and a clear description of the issue. This does not affect your statutory rights.

5.2 We must be given the opportunity to inspect, repair or replace the item before any refund is considered.

5.3 Where a repair or replacement is possible and provided within a reasonable timeframe, a refund may not be offered, in line with your statutory rights.

5.4 We will always work with you to resolve any issues as quickly and fairly as possible.

6. Returns & Responsibility

6.1 We will not accept returns where a repair has been attempted by you or a third party without our agreement.

6.2 Customers are responsible for the safe unpacking and handling of goods once delivered.

6.3 If a faulty item needs to be returned, we will cover reasonable return costs.

6.4 Where an item is returned and a fault is confirmed, a repair, replacement or refund will be arranged as appropriate.

7. International Orders

Customers are responsible for any customs duties, import taxes, VAT, handling fees or other charges imposed by their local customs authority or postal service.

7.1 Refused Deliveries

If a customer refuses delivery of an order, fails to pay customs charges, fails to collect a parcel, or otherwise causes a parcel to be returned, refused, unclaimed or abandoned, we reserve the right to deduct from any refund:

Original shipping costs
Return shipping costs charged to us by the carrier
Customs charges, handling fees or administrative costs incurred
Any unrecoverable costs associated with the return

7.2 Returned International Parcels

No refund will be issued until the returned goods have been received back by Fox & Furb Ltd.

If a parcel is refused, abandoned, destroyed by customs authorities, lost during return transit, or otherwise not received back by us, no refund will be due unless required by applicable consumer protection legislation.

7.3 Customs Delays

Fox & Furb Ltd is not responsible for delays caused by customs inspections, import processing, local postal services, or non-payment of customs charges by the recipient.

8. Non-Returnable Items

8.1 We do not accept returns for:

made-to-order, bespoke or personalised items (unless faulty)
cancellations or change-of-mind requests relating to made-to-order, bespoke or personalised items where cancellation rights do not apply or have been waived
incorrect fabric, finish or colour choices approved by the customer prior to production
items damaged due to misuse, neglect, improper storage or environmental factors

8.2 Items purchased in person, including ex-display or sale items, are non-refundable where any imperfections have been present or clearly pointed out at the point of sale.

9. Reporting Issues

9.1 Any damage, fault or incorrect item should be reported in line with Section 5.1.

9.2 Items should be kept in a saleable condition and, where possible, in original packaging until the issue is resolved.

9.3 Where a customer exercises their right to cancel a standard retail product purchase, the customer must notify us in writing and return the goods in a saleable condition. Refunds will only be processed once the goods have been received back by Fox & Furb Ltd or satisfactory evidence of return has been provided.

10. Third-Party Repairs

10.1 We are not liable for any damage or loss resulting from repairs carried out by you or a third party without our prior agreement.

If you need to discuss your order, please contact us and we will be happy to help.

These terms form the contract between us, Fox & Furb Ltd, and you, the customer, policy updated as of 19/03/2026