Returns & Refunds
Every NuzzleFox product is carefully handcrafted to order and checked before it leaves us. This policy explains cancellations, returns, replacements and refunds clearly.
Handmade especially for you
Our products are not mass-produced. Each order is scheduled for production and individually crafted using carefully selected materials. Personalised and custom-made products cannot normally be resold once production begins.
Cancelling your order
Please contact us within 8 hours of placing your order if you need to cancel or amend it.
Provided production has not started, we will cancel the order and issue a full refund.
After 8 hours, personalised or custom-made products are automatically scheduled for production and can no longer be cancelled simply because you have changed your mind.
Personalised and custom products
Products made to your chosen specification or clearly personalised for you are not eligible for change-of-mind returns once production has begun.
This includes products featuring a chosen name, message, design, wording, measurements or another individual customisation requested by you.
This does not affect your legal rights where an item is faulty, damaged or not as described.
Standard, non-personalised products
Where a product is part of our standard collection and has not been personalised or made to your individual specification, your statutory online cancellation rights may apply.
You must tell us that you wish to cancel within 14 days of receiving the product. You then have a further 14 days to return it.
The product should be returned unused, in good condition and, where reasonably possible, in its original packaging. Unless the item is faulty, damaged or incorrect, the customer is responsible for arranging and paying for return postage.
Faulty, damaged or incorrect orders
Please contact us as soon as possible if your order arrives damaged, contains a fault or is not the item you ordered.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging if it was damaged in transit
Once reviewed, we will provide an appropriate remedy in line with your legal rights, which may include a repair, replacement or refund.
Return postage
Customers are responsible for return postage when exercising an applicable change-of-mind cancellation right.
Where an item is confirmed as faulty, damaged, incorrect or not as described, please follow our return instructions. We will arrange the appropriate return method or reimburse reasonable return costs where legally required.
Please do not return an item without contacting us first.
Refunds
Once an approved return has been received and checked, we will confirm your refund by email.
Refunds will be issued to the original payment method. Your bank or payment provider may require additional time before the funds appear in your account.
We may reduce a change-of-mind refund if a returned product has been handled beyond what is reasonably necessary to inspect it.
Natural wood variations
Wood is a natural material, so every NuzzleFox product is unique. Variations in grain, shade, markings, knots and texture are natural characteristics rather than manufacturing faults.
Product colours may also appear slightly different depending on the timber, lighting and screen used to view our website.
Products that have been used or damaged
We cannot accept responsibility for damage caused after delivery by misuse, accidental damage, unsuitable storage, improper cleaning, normal wear and tear or failure to follow the supplied care and safety instructions.
Nothing in this policy limits or removes any rights you have under UK consumer law.
Something not quite right?
Please get in touch before sending anything back. We will review the problem and explain the next steps as quickly and fairly as possible.
Contact NuzzleFoxLast updated: July 2026