Returns

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

To request a return, please contact us at hello@foxandfernbysian.co.uk before sending your item back.

If your return is accepted, we will provide you with instructions on how and where to return your package. Return postage is the responsibility of the customer unless the item is faulty, damaged or we have made an error with your order.

Items sent back to us without first requesting a return may not be accepted.

Refunds

Once your returned goods have been received, they will be inspected to ensure they have been returned in perfect, unused and resalable condition.

If your return is eligible for a refund and has been received in the required condition, your refund will be processed to your original payment method.

This deduction does not apply where the item is faulty, damaged, incorrect, or where applicable consumer law requires the original standard delivery charge to be refunded.

We will notify you once your return has been received and inspected and confirm whether your refund has been approved.

Once approved, your refund will normally be processed to your original payment method within 10 business days. Please remember that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@foxandfernbysian.co.uk.

Hot Chocolate Stations – Important Sizing Information

Our hot chocolate stations are designed to fit specific machine models, and sizing can vary slightly between older and newer versions.

The most common issue is that newer machines have a slightly larger base and therefore may not fit into a slot designed for the original model.

We always recommend double-checking your machine size before ordering. If you are unsure, please contact us before placing your order and we will be happy to help.

If the incorrect size has been ordered due to machine differences, we are 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 before the replacement is made.
• Return postage is the responsibility of the customer.
• The returned station may require reworking before it can be resold.
• Once the original station has been received and inspected, your replacement will go into production.

Damages & Issues

Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged or you have received the wrong item.

Please provide photographs of the item and packaging where possible so that we can assess the issue and put it right.

If an item is faulty, damaged or incorrect, your statutory rights are not affected and you will not be charged the £9 postage, packaging and restocking fee.

Exceptions / Non-Returnable Items

Personalised, customised, bespoke and made-to-order products cannot normally be returned or refunded unless they are faulty, damaged or incorrect.

We also cannot accept returns on gift cards.

If you are unsure whether your item is eligible for return, please contact us at hello@foxandfernbysian.co.uk.

Exchanges

If you would like to exchange an eligible non-personalised item, please contact us before returning it.

The original item must be returned and received in perfect, unused and resalable condition before a replacement can be processed.

Where an exchange is being offered because the customer has ordered the incorrect item, any applicable return postage, additional postage, remake or other agreed costs will be the responsibility of the customer.

UK & EU Cancellation Rights

Nothing in this policy affects your statutory rights.

For eligible non-personalised goods purchased online, you may have a statutory right to cancel your order within 14 days of receiving it and then return the goods within the applicable legal timeframe.

This statutory right to cancel does not normally apply to goods that have been made to your specifications or clearly personalised.

Where a statutory cancellation right applies, we will refund payments as required by applicable consumer law, including the cost of our standard delivery where required. If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery option.

Unless the goods are faulty, damaged or incorrect, you may be responsible for the cost of returning the goods to us.