Refund policy

REFUND AND RETURNS POLICY

Order cancellation
You have 14 days to notify us that you wish to cancel your order from the day after you have received your goods. You must notify us in writing via email, fax or letter. In order for you to qualify for full refund the goods must be returned to us, no later than 14 days after you notified us of the cancellation; unused, in their original packaging together with a proof of purchase and in a fully re saleable condition.

Once we have received your goods, we will arrange for the cost of the returned items to be refunded back to your account. We regret that we cannot pay for the return postage on any order cancellations. All returned parcels remain the customer’s responsibility until they are safely received by us. We advise that you take out additional parcel insurance with the carrier to cover you for loss or damage, should it occur.

We regret that we cannot guarantee any refunds will be made if we receive notification of a cancelled order after the 14 day cancellation period has expired. 

We are happy to discuss any order cancellations with you, please call 0121 459 7199 between the hours of 9.00am and 3.00pm, Monday to Friday. If you need any further information please email enquiries@foxxmoto.co.uk.

Exchange
If the item is to be exchanged for a different size, carriage is free for the first exchange but will be charged for further exchanges.
Up to a total of £4.90 for items costing under £100 and £9 for items costing over £100 (proof of cost is required.

Item Missing
The order could have been despatched in separate parcels. The delivery note in the parcel you received will state whether there are multiple parcels in the consignment. The other parcel(s) could be delivered separately.
If an item is still missing, please contact us with the details of the missing item within 48 hours of receipt of the order. We will resolve this issue for you as quickly as possible.

No Delivery Made
If a delivery does not arrive as expected, please contact us with the details of the missing item within 72 hours of receipt of the order. We will resolve this issue as quickly as possible.

 
Damaged and faulty goods
In the unlikely event that your order should arrive damaged or faulty, we will either give you a full refund on receipt of the damaged goods, or send you a replacement. Please notify us as soon as possible..you must notify us that the item/items are faulty within 30 days of the original purchase to qualify for a refund. We will reimburse you of any reasonable returns cost.

If your item arrives damaged, please contact us via email at enquiries@foxxmoto.co.uk as soon as possible.

Please include your, order reference number, the name of the item and a description of the defect, or details of the item expected.

Please be aware that if you send the item back without notifying us prior to postage, you may experience additional delays in receiving your refund.


Claims on Warranty
All items supplied by Foxxmoto Ltd. are from manufacturer authorised channels and are covered by the manufacturers’ warranty. If an item has failed prematurely please contact us.

Please include your, order reference number, the name of the item and a description of the defect.

We will resolve this issue for you as quickly as possible. We may replace, repair or refund as mutually agreed. Some items need to be returned to the manufacturer or importer for inspection and possible repair, before a credit can be issued. Please return the item to us via a recorded delivery service.


How do I return my item?
If you wish to return your item, please make sure that it is returned in it’s original packaging. Please ensure that you include the order number and your name and address inside the package. Otherwise your replacement or refund may be delayed. The address for our returns department is:



Returns
Foxxmoto Limited
71, The Green
Kings Norton
Birmingham
B38 8RU


On receipt of return goods
We reserve the right to charge restocking fee of 20% will apply to items that are returned for refund because they are unwanted or the customer has 'changed their mind'. This does not apply to items that faulty or not as described. This fee will be deducted from customers' refund.



How long will I have to wait for a refund
We will refund you the cost of the item, (less restocking fees as appropriate) once we have received the returned package and processed it back into our warehouse, crediting back to you through the same method by which you originally paid. All refunds will be credited back to the original payment method. We endeavour to pay all refunds within 14 days of receipt of goods. 


Please Note
Amendments cannot be made to orders that have left Foxxmoto premises.

 

This Policy is effective as of 1st January 2020.