Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, providing the item hasn't been personalised as these are made to order and not eligible for return. 

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@foxandfernbysian.co.uk

If your return is accepted, you will need to purchase a returns label, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@foxandfernbysian.co.uk

Hot Chocolate Station – Important Sizing Information

My hot chocolate stations are designed to fit a specific machine, and sizing can vary slightly between the models (older vs newer version).

The most common issue is that newer machine has a slightly larger base, meaning they won’t fit into a slot designed for original model.

I always recommend double-checking your machine size before ordering. If you’re unsure, feel free to message me and I’ll happily help.

If the wrong size has been ordered due to machine differences, I’m always happy to help arrange a replacement.

As each station is handmade to order, this requires a full remake.

  • A £20 remake fee will apply to cover materials and workshop time
  • The original item must be returned in good condition
  • Return postage is the responsibility of the customer
  • The returned station may require reworking before it can be resold

Once the original has been received, your replacement board will go into production.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at foxandfern80@gmail.com.