Refund Policy

Last updated: 22 July 2026

At FoxFurn, we take care to ensure that every product is accurately described, carefully manufactured, securely packed, and delivered in good condition.

Many FoxFurn products are handcrafted, customised, or made to order. Minor variations in colour, wood grain, texture, pattern, finish, and dimensions may naturally occur. These natural or minor variations are not considered manufacturing defects.

This policy explains the circumstances in which customers may request a return, replacement, or refund.

1. Replacement Eligibility

A customer may request a replacement where the delivered product:

• Was damaged during transportation;
• Is broken or visibly damaged upon delivery;
• Has a manufacturing defect;
• Is materially different from the product ordered;
• Is the wrong product, colour, size, model, or variant;
• Has missing parts or components that prevent its intended use; or
• Materially differs from the specifications stated on the relevant product page.

All replacement requests are subject to inspection, verification, and approval by FoxFurn.

FoxFurn does not accept returns or replacements solely because of a change of mind, personal preference, or buyer’s remorse.

2. Reporting Period

Different reporting periods apply depending on the nature of the issue.

Delivery-related claims: 24 hours

Claims relating to any of the following must be reported within 24 hours from the recorded delivery time:

• Transit damage;
• A broken or visibly damaged product;
• Missing parts or components;
• An incorrect product;
• An incorrect colour, size, model, or variant;
• Tampered or visibly damaged packaging; or
• Any damage that was visible when the package was first opened.

A clear, complete, and unedited unboxing video is mandatory for these claims.

The replacement request and unboxing video must both be submitted to FoxFurn within 24 hours of delivery.

Claims involving transit damage, missing components, visible damage, or an incorrect product may not be accepted where the mandatory unboxing video is not submitted within 24 hours, except where otherwise required under applicable law.

Manufacturing defects: 7 days

A manufacturing defect or another eligible issue that could not reasonably have been identified during unboxing must be reported within 7 calendar days from the recorded delivery date.

The customer must provide clear photographs and videos showing the issue.

The delivery date and time recorded by the courier or logistics provider will be used to calculate the applicable reporting period.

Requests received after the applicable reporting period may not be accepted, except where another remedy is required under applicable law.

3. Mandatory Unboxing Video Requirements

For claims relating to transit damage, missing components, visible damage, tampered packaging, or an incorrect product, the customer must record a clear and continuous video while opening the package for the first time.

The unboxing video must clearly show:

• The sealed outer packaging before it is opened;
• The shipping label and order information;
• All sides of the outer package;
• Any visible damage or tampering to the packaging;
• The complete process of opening the package;
• The product being removed from the package;
• All parts, accessories, and components included in the package; and
• The damage, missing component, defect, or incorrect product being reported.

The video must:

• Be recorded continuously;
• Be clear and properly lit;
• Show the complete package throughout the opening process;
• Not contain cuts, pauses, edits, filters, or interruptions; and
• Be recorded before the product is assembled, installed, used, altered, or modified.

An incomplete, edited, unclear, or previously opened-package video may not be accepted as sufficient evidence.

4. How to Raise a Replacement Request

Customers may raise a replacement request through the following channels:

Email: info@foxfurn.in
WhatsApp and primary enquiries: +91 81122 11554
Customer support: +91 97999 63976
Support hours: Monday to Saturday, 9:00 AM to 7:00 PM IST

The customer must provide:

• The FoxFurn order number;
• Customer name;
• Registered phone number;
• Delivery address;
• A clear description of the issue;
• Clear photographs of the complete product;
• Close-up photographs showing the damage, defect, incorrect item, or missing component;
• Photographs of the outer and inner packaging;
• A clear, complete, and unedited unboxing video where required under this policy; and
• Any other reasonable information requested by FoxFurn to assess the claim.

The customer should retain the original packaging until the request has been reviewed and resolved.

Customers must not return or ship a product without receiving written return instructions from FoxFurn.

5. Acknowledgement and Assessment

FoxFurn aims to acknowledge customer-support requests within one business day during its published working hours.

After receiving the required information, FoxFurn may:

• Request additional photographs, videos, or order details;
• Arrange a video inspection;
• Arrange a physical inspection;
• Verify the matter with the courier or delivery partner;
• Approve replacement of the complete product;
• Approve replacement of an affected part or component;
• Offer a repair where appropriate and accepted by the customer; or
• Reject the request with an explanation where the issue is not covered under this policy.

The time required to complete an assessment may depend on the nature of the product, the customer’s location, the type of issue, and the availability of supporting information.

Submitting photographs, videos, or other evidence does not automatically guarantee approval of a replacement.

6. Replacement Process

Once a replacement request is approved, FoxFurn will inform the customer:

• Whether the complete product or only the affected component will be replaced;
• Whether the original product must be collected;
• Who will arrange the collection;
• Who will pay the applicable collection or return-shipping charges;
• The expected manufacturing or dispatch timeline; and
• Any preparation required before collection or delivery.

Replacement products are subject to stock availability and applicable production timelines.

As many FoxFurn products are handcrafted or made to order, an approved replacement may require additional manufacturing time. The estimated timeline will be communicated after the replacement request is approved.

The replacement will normally be delivered to the original delivery address unless another address is approved by FoxFurn in writing.

7. Return Shipping and Collection Charges

Responsibility for return shipping or collection charges will depend on the reason for the approved return.

FoxFurn will bear the reasonable return or collection cost where:

• The product was damaged during transit;
• The product has an approved manufacturing defect;
• FoxFurn sent an incorrect product or variant;
• Essential parts or components were missing at delivery; or
• The issue resulted from an error attributable to FoxFurn or its delivery partner.

The customer may be responsible for return or collection costs where:

• The product was damaged after delivery;
• The issue resulted from misuse, improper handling, improper storage, or accidental damage;
• The product was incorrectly assembled, installed, repaired, altered, or modified;
• The customer provided incorrect product, delivery, access, measurement, or customisation information;
• The issue is not covered under this policy;
• The customer refused an otherwise correct and undamaged product; or
• Inspection establishes that there is no manufacturing, fulfilment, or transit issue attributable to FoxFurn.

Any collection, handling, or return-shipping charge payable by the customer will be communicated before a collection is arranged.

8. Conditions for an Approved Return

Where FoxFurn approves the return or collection of a product, the customer must:

• Keep the product in its delivered condition;
• Retain and use the original packaging where reasonably possible;
• Include all accessories, parts, components, manuals, documents, and supplied items;
• Avoid using, repairing, modifying, or further assembling the product;
• Follow FoxFurn’s packaging and collection instructions; and
• Make the product reasonably available for inspection or collection.

FoxFurn may reject or limit a claim where the product has been materially altered, misused, or further damaged after delivery and this prevents a fair assessment.

9. Products and Issues Not Eligible for Return or Replacement

Unless required under applicable law, a return or replacement will not ordinarily be accepted for:

• Change of mind;
• Buyer’s remorse;
• A change in personal preference;
• A change in preferred colour, design, size, material, or finish after ordering;
• A product that does not fit through a doorway, staircase, lift, entrance, passage, or intended installation space where product dimensions were disclosed before purchase;
• Minor colour differences caused by lighting, photography, editing, or screen settings;
• Natural variations in wood grain, texture, pattern, finish, metalwork, or handcrafted detailing;
• Minor dimensional variations that do not materially affect the intended use of the product;
• Normal wear and tear;
• Damage caused by accidents, misuse, moisture, improper storage, or unsuitable environmental conditions;
• Damage caused by inappropriate cleaning products or cleaning methods;
• Damage caused by unauthorised assembly, installation, repair, alteration, or modification;
• Products used for a purpose other than their intended use;
• An issue that was clearly disclosed on the product page before purchase;
• Clearance, display, sample, or imperfect products where the relevant condition was disclosed before purchase;
• Delivery-related claims submitted more than 24 hours after delivery;
• Delivery-related claims submitted without the mandatory unboxing video;
• Manufacturing-defect claims submitted more than seven calendar days after delivery; or
• Products returned without written approval from FoxFurn.

Nothing in this policy is intended to restrict any rights or remedies available to customers under applicable consumer law.

10. Customised and Made-to-Order Products

Customised and made-to-order products are manufactured according to the measurements, colours, materials, finishes, designs, or other specifications selected or approved by the customer.

Customised and made-to-order products are not eligible for return or replacement because of:

• Change of mind;
• Personal preference;
• Incorrect measurements supplied or approved by the customer;
• Colour, finish, material, or design preference;
• Inability to accommodate the product at the delivery location;
• A request to change an approved specification after production has started; or
• Minor variations associated with handcrafted production or natural materials.

Customised and made-to-order products remain eligible for replacement where they:

• Arrive damaged;
• Have an approved manufacturing defect;
• Are materially different from the approved specifications;
• Are incomplete;
• Are the wrong product; or
• Were incorrectly manufactured because of an error attributable to FoxFurn.

Customers are responsible for checking product dimensions, doorways, staircases, lifts, access routes, and installation space before confirming an order.

11. Inspection at Delivery

Customers are advised to inspect the external packaging at the time of delivery wherever reasonably possible.

Where the packaging appears visibly damaged, opened, crushed, wet, torn, or tampered with, the customer should:

• Take clear photographs before opening the package;
• Record the condition in the unboxing video;
• Note the condition on the delivery acknowledgement where possible; and
• Contact FoxFurn within 24 hours of delivery.

Customers should not refuse delivery solely because the external packaging has minor marks where the product itself may be undamaged.

Accepting delivery does not automatically prevent a customer from raising an eligible claim within the applicable reporting period.

12. Refunds

FoxFurn primarily resolves approved claims through replacement of the complete product or the affected part or component.

Refunds are not ordinarily provided for:

• Change of mind;
• Personal preference;
• Buyer’s remorse;
• Minor natural variations;
• Customised or made-to-order product cancellations;
• Incorrect measurements or specifications supplied by the customer; or
• Issues not covered under this policy.

If an approved replacement cannot be manufactured or supplied within a reasonable period, FoxFurn may offer the customer:

• An equivalent alternative product of comparable value; or
• A refund to the original payment method.

Where the customer selects a higher-priced alternative product, the customer may be required to pay the price difference.

Where an approved refund is issued, FoxFurn will communicate the applicable processing timeline. The time taken for the refunded amount to appear in the customer’s account may also depend on the bank, card issuer, payment gateway, or payment method.

Any refund or remedy required under applicable law will be processed in accordance with that law.

13. Replacement Warranty

Where a product or component is replaced, the replacement will remain covered for the balance of the original warranty period, where an original warranty applies.

A replacement will not automatically restart or extend the original warranty period unless FoxFurn confirms otherwise in writing or applicable law requires it.

Damage caused by misuse, improper handling, unauthorised modification, normal wear and tear, or conditions excluded under the original warranty will not be covered.

14. Unsuccessful or Refused Deliveries

A replacement, refund, or free redelivery may not be available where delivery was unsuccessful because:

• The customer supplied an incorrect or incomplete address;
• The recipient was unavailable despite reasonable delivery attempts;
• The customer refused delivery without an eligible reason;
• Access to the premises was unavailable or restricted;
• Delivery restrictions were not disclosed before dispatch;
• The product could not enter the premises despite its dimensions being disclosed before purchase; or
• The customer failed to obtain necessary building, society, security, or access permissions.

Reasonable redelivery, return, storage, handling, or collection charges arising from such circumstances may be payable by the customer.

Any applicable charge will be communicated before further action is taken.

15. Fraudulent or Misleading Claims

FoxFurn reserves the right to reject a request where the information, photographs, videos, or documents submitted appear to be false, altered, misleading, incomplete, or unrelated to the order.

FoxFurn may also reject claims where:

• The unboxing video was recorded after the package had already been opened;
• The video contains unexplained cuts or edits;
• The product shown does not match the order;
• The damage occurred after delivery;
• The product was deliberately damaged or modified; or
• The customer does not reasonably cooperate with the inspection or collection process.

This section does not affect any rights available to customers under applicable law.

16. Company and Contact Information

Foxfurn Private Limited
GST Number: 08AAGCF6267R1ZR

Email: info@foxfurn.in
WhatsApp and primary enquiries: +91 81122 11554
Customer support: +91 97999 63976
Support hours: Monday to Saturday, 9:00 AM to 7:00 PM IST

Business Address:

KH No. 50/1 & 2, Main Barmer Road
Bhandu, Boranada
Jodhpur, Rajasthan 342014
India

17. Policy Updates

FoxFurn may update this policy from time to time to reflect operational, legal, or regulatory changes.

The policy applicable to an order will normally be the version published on the FoxFurn website on the date the order was placed, subject to any rights or remedies required under applicable law.