Refund policy

Foxtrot Store Refund Policy
At Foxtrot, customer satisfaction is our top priority. If for any reason you are not completely satisfied with your order, we offer a clear and transparent refund policy. Below are the conditions for obtaining a refund.

1. Right of Withdrawal

In accordance with applicable laws (such as the French Consumer Code), you have a 14-day period from the receipt of your order to exercise your right of withdrawal without having to provide reasons or incur penalties.

2. Refund Conditions

To be eligible for a refund, the following conditions must be met:

The product must be returned in its original condition, unused, unworn, and in its original packaging.
Original tags and protective elements must remain intact.
The product must not have been washed or altered in any way.
Personalized or custom-made products cannot be returned, except in the case of a defect or error on our part.

3. Return and Refund Process

Step 1: Submit a Return Request

If you wish to return a product, contact us via email at contact@foxtrotone.com within 14 days of receiving your order. Please include the following details in your email:

Your order number
The products you wish to return
The reason for your return (optional, but helpful for improving our services)

Step 2: Return the Products

Once your request is approved, we will provide you with return instructions. Send the products to the following address:

Foxtrot
2 Square Hippolyte Taine
77186 NOISIEL

Return shipping costs are the responsibility of the customer unless:

The product is defective.
An incorrect product was sent by mistake.

We recommend using a tracked shipping service, as we are not responsible for items lost or damaged during return shipping.

Step 3: Receive Your Refund

Once we receive and verify the condition of the returned products, we will issue a refund for your order within 14 days. Refunds will be made using the same payment method used for the original purchase.

If you paid by credit card, the refund will be issued directly to your card.
If you paid via PayPal, the refund will be made to your PayPal account.

4. Exceptions to the Right of Withdrawal

Certain product categories are exempt from the right of withdrawal, including but not limited to:

Personalized or custom-made products (e.g., t-shirts with personalized messages).
Intimate items (e.g., underwear, swimsuits) for health and hygiene reasons.

5. Defective or Incorrect Products

If you receive a defective or incorrect product, Foxtrot will replace it or issue a full refund, including return shipping costs.

In such cases, contact our customer service team immediately at support@foxtrotone.com with the following details:

Your order number
A description of the issue (including a photo of the defective or incorrect product, if possible)

We are committed to resolving these issues promptly and covering return shipping costs for your convenience.

6. Sale or Discounted Items

Products purchased during sales, promotions, or special offers can be returned and refunded under the same conditions as other products, provided they are in their original condition and unused.

7. Refund Processing Time

Refunds will be processed within a maximum of 14 days from the date the returned products are received. However, we strive to handle refund requests as quickly as possible.