QUESTION - Can I return an item?

ANSWER

We do our best to ensure all of our customers enjoy a happy shopping experience with Muddyfox however occasionally you may need to return an item.

In store purchases

Please return your purchases to either the store you purchased from or your local store.

Online purchases

To return an item(s) firstly print the Returns Form, complete it and return it with your invoice and goods to:

Customer Returns,
Unit B,
Brook Park East,
Shirebrook.
NG20 8RY.

We would recommend that you return your items via registered post. Please clearly state on the invoice the reason for return and whether you require a refund or exchange, We are only able to exchange items for the same product.

Personalised Items are non-returnable. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.

If a full refund including the original delivery costs is required, we need to be informed twenty eight(28) days after the receipt of the order. The order must be then returned to us within twenty eight(28) days after we have been informed of the cancellation, however you will be responsible for the cost of returns the goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within twenty eight(28) days of receipt of the original order back to us.

The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. Return postage is at your own cost and risk.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

Our returns policy does not affect your statutory rights.

If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within thirty (30) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.

If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).

If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.

You can return any item ordered online in accordance with the terms in this section apart from:

• personalised or bespoke items;

• any items which deteriorate or expire rapidly;

• magazines;

• any items that are sealed for health protection or hygiene reasons if you have unsealed them (or in the case of swimwear, underwear & lingerie, removed the hygiene strip), including but not limited to) cosmetics, duvets, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pillows and swimwear;

• any computer games where the seal on the wrapping has been broken; and

• any items that have been inseparably mixed after delivery.

You cannot cancel your contract in respect of pierced earrings, made-to-measure/order goods (e.g. furniture) or perishable goods (e.g. foods) unless they are faulty, damaged upon delivery or incorrect.

Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.