Refund policy
Please Note: We do NOT accept any returns into our warehouse without a online return form being filled our prior - https://www.thefoxesden.co.nz/pages/change-of-mind-returns
The Foxes Den Store Credit Only Return Policy
At The Foxes Den we want you to love every piece you bring into your home. If something is not quite right we are here to help. Our return policy offers store credit for returns so you can find the perfect replacement from our beautiful collection.
If you change your mind about your purchase we are happy to offer a store credit. This credit can be used online and does not expire. We do not offer refunds on any products.
Returns Must be:
Be unused and in perfect condition
Still be in its original packaging
Be returned with proof of purchase
Be returned within 14 days of receiving your order
Store credit will be issued once your return has been received and checked by our team.
Digital image manipulation - Due to an increase in fraudulent digital documentation and AI-generated imagery, we can no longer process claims based solely on photographs or courier reports. All items reported as damaged must be returned to our warehouse for physical inspection by our Quality Assurance team.
Once the physical item is received and the damage is verified, we will immediately initiate your refund or replacement. We appreciate your cooperation in helping us maintain a fair and secure shopping environment for everyone.
Exclusions
For hygiene reasons we cannot accept returns on pillows, pillowcases, mattress protectors, duvet inners, or any bedding or clothing that has been used or washed.
Items purchased on sale or during promotional events are final sale and cannot be returned.
Faulty or Incorrect Items
If your item arrives faulty we will put it right. You may be entitled to a repair or replacement under the Consumer Guarantees Act.
Please contact us at returns@thefoxesden.co.nz within 7 days of receiving your order and include photos of the issue so we can help quickly.
How to Return an Item
Email us at returns@thefoxesden.co.nz with your order number and details of the item you wish to return
Once approved, send your item back to us using a tracked courier service
When we receive and inspect the item we will issue your store credit.
Refunds for Unavailable Items
At The Foxes Den, we strive to fulfill every order; however, if an item cannot be supplied, we will provide a full remedy in accordance with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act (FTA).
Restoration of Funds: A refund is legally defined as returning the consumer to the exact financial position they were in prior to the transaction. To comply with New Zealand financial regulations and Anti-Money Laundering (AML) protocols, all refunds must be returned to the original source of funds used for the purchase.
Split Payments: If an order was paid using a combination of Store Credit and Cash/Card/Afterpay, the refund will be split and returned to those exact methods (e.g., the portion paid via Store Credit will be returned as Store Credit). We are unable to "cash out" store credit or non-monetary instruments.
Pre-Order Timeframes: For made-to-order or European imported items, delivery timeframes are clearly stated on the product page. Under the FTA, these constitute "reasonable timeframes" for delivery. Cancellations requested while still within the stated lead time will be processed back to the original payment methods.
Return shipping for change of mind is the responsibility of the customer.
Please note* no credits or returns on any SALE or discounted items.