Returns & Refunds

1. YOUR RIGHT TO CANCEL

As a consumer you have a statutory cooling off period of fourteen days. It starts on the day you, or someone you nominated, physically receives the goods. If your order arrives in several parcels, it starts on the day the last parcel arrives.

To use it, send a clear message to info@foxujm.com within those fourteen days saying that you are cancelling your order, and include your order number. A short email is enough. You may also use the Dutch statutory model withdrawal form, but you are not obliged to.

Once you have told us, you have another fourteen days to get the goods back to us.

2. HOW TO RETURN SOMETHING

Email info@foxujm.com with your order number and, if a product is faulty or damaged, a photo.

Wait for our reply. We will confirm the return and give you the address to send it to. Our registered address in Hardenberg is an office address, not a warehouse. Parcels sent there without arranging it first can be refused or lost.

Pack the item well, ideally in its original packaging, and send it with a tracked service.

Keep your proof of postage until the refund has landed. Until the parcel reaches us, the risk of it going missing in transit is yours.

3. CONDITION OF RETURNED ITEMS

During the cooling off period you may unpack and inspect a product the way you would handle it in a shop. You may check that the leash clips properly or that the bowl is the right shape.

What you may not do is put it into full use. A bed your dog has slept in for a week, a fountain that has been run with water in it or a harness that has been worn on muddy walks is no longer in a condition we can accept back as new.

If a product comes back with a reduced value because it was handled more than necessary, we may deduct that loss in value from your refund. In practice this means we refund what the item is still worth.

Please return the product complete, with any accessories, manuals, filters or fittings that came with it.

4. WHAT CANNOT BE RETURNED

Products made to order or personalised with a name, text or other detail specific to you. These cannot be resold and are excluded from the right of withdrawal by law. This is stated on the product page of any item it applies to.

Sealed products that are not suitable for return for reasons of hygiene or health protection, once the seal has been broken.

This does not affect your rights if an item turns out to be faulty. Faulty is always covered, personalised or not.

5. WHO PAYS FOR THE RETURN

You pay the cost of sending an item back if you simply changed your mind.

We pay the return cost if the item is faulty, damaged on arrival, or not what you ordered. In that case contact us first and we will sort out the return shipment with you.

6. REFUNDS

We refund within fourteen days of receiving your cancellation. We may wait until the goods have reached us, or until you have shown proof that you sent them, whichever comes first.

Refunds go back to the payment method you used to pay. We cannot refund to a different card or account.

A refund includes the standard delivery cost you paid on the original order. If you chose Insured Express Shipping, we refund the value of our standard free delivery option, which means the extra cost of the faster service stays with you. That is what the law allows.

If you return only part of an order, we refund the price of the returned items.

Once we have sent the refund, your bank or payment provider usually takes a few business days to show it.

7. FAULTY, DAMAGED OR INCORRECT ITEMS

Everything we sell should arrive in good condition and should do what the product page says it does. If it does not, we fix it.

Email info@foxujm.com with your order number, a description of the problem and a photo. Depending on the situation we will replace the item, repair it or refund you.

If a parcel arrives visibly damaged, take photos of the packaging and the contents before throwing anything away.

Your statutory rights under Dutch conformity law apply for longer than the fourteen day cooling off period. If a product fails earlier than it reasonably should, get in touch and we will look at it properly rather than pointing at a calendar.

8. EXCHANGES

We do not run an automatic exchange process. If you want something different, return the original item under the rules above and place a new order for the one you want. That way you get the replacement quickly instead of waiting for a swap to work its way through.

9. QUESTIONS

Email info@foxujm.com or call +31630506335. If something has gone wrong with an order, tell us first. Most things are quicker to fix directly.