In the unlikely event that you are not entirely satisfied with your purchase we would be happy to offer a refund within 14 days of receipt. To discuss, please call us during office hours, Monday to Friday 9am-6pm GMT on +44 (0)1823 703907 or email us at firstname.lastname@example.org.
All returns must be agreed in advance. We regret that the delivery costs incurred in returning any items to The Merchant Fox will not be refunded, except in the case of faulty or damaged goods.
We encourage you to check the item(s) carefully on receipt and inform us within 3 days of any damage or faults. We regret that we will not be able to offer an exchange or refund for damaged items unless you inform us within this timescale.
Please note that we cannot accept return of any item(s) that has been used or is no longer in its original packaging.
If you do need to return an item, please remember to include a note explaining why you are returning it and also a copy of the invoice/receipt from the original packing.
Please use a traceable method when returning your item as we cannot accept liability if something is lost in transit and fails to reach us.
The Merchant Fox, The Counting House, Tonedale Mill, Wellington, Somerset, TA21 0AW
Incorrect, Broken and/or Faulty Items
In the unlikely event that you receive an item that is broken, faulty, deficient of items shown on the delivery note, or fails to match the items you ordered, we will be pleased to replace this item free of charge. Please contact us within 3 days of receipt if this is the case as all returns must be agreed in advance. Please call us during office hours, Monday to Friday 9am-6pm GMT on +44 (0)1823 703907 or email us at email@example.com. If we require the item to be returned to us we will refund the cost of postage. Unless we receive notification within 3 days, you will be deemed to have accepted the items as satisfactory.
We work with a small number of manufacturers in Britain and the majority of our items come with a standard manufacturers' guarantee, although this will vary depending upon the manufacturer. Please telephone us in the first instance so that we can advise you further.
Please return the item so we can obtain a quote for the repair. You will need to pay the postage costs for delivery to our address. We will advise you of any costs before sanctioning repair work.
Any refunds will be given via your original payment method. Refunds usually show within 72 hours of processing, although some card providers can take a little longer.
Personalised & Bespoke Items
If you place an order for an item that is to be personalised by The Merchant Fox on your behalf, we regret that you will be unable to cancel the order. We are also unable to accept returns of personalised or bespoke items.
If you personalise an item after purchase from The Merchant Fox, we will be unable to offer a refund.