Returns for custom-made products
FacFox products are made to order. We do not accept returns solely because you changed your mind or because a part does not meet a preference that was not included in the confirmed order specifications.
If the parts are defective, damaged, incomplete, materially different from the confirmed specifications, or not delivered, follow the Buyer Protection Policy. The available resolution may be a repair, remake, partial refund, or full refund.
When to report an issue
- Orders placed directly through the FacFox website or widget: submit a claim within 7 calendar days after the carrier’s tracking shows the order as delivered.
- Orders placed through an API partner: submit a claim within 21 calendar days after the carrier’s tracking shows the order as delivered.
- Non-delivery: contact us as soon as the latest estimated delivery date has passed and no later than 30 calendar days after shipment, unless the order confirmation or applicable terms provide a longer period.
If an issue could not reasonably have been discovered during the initial inspection, contact us promptly after discovering it. Mandatory rights that cannot be excluded under applicable law are not affected by these deadlines.
Before returning a product
- Open the order and select Confirm/Report, or contact FacFox customer support.
- Describe the issue and provide clear photos or video. For shipping damage, include the outer packaging, shipping label, and all damaged parts.
- Keep the original packaging and do not repair, alter, or dispose of the parts before FacFox reviews the claim.
- Do not ship anything until FacFox provides written return instructions and the approved shipping method.
Return shipping and inspection
FacFox may require a return before approving a refund or remake, particularly for higher-value orders or when an inspection is needed. If FacFox confirms that the issue is covered and the return was pre-approved, FacFox will cover reasonable return shipping costs. If the issue is not covered and you request a paid repair, you are responsible for shipping costs to and from FacFox as well as the repair charge.
Refunds are normally sent to the original payment method. Account credit is available only if you agree to that option. Import duties, taxes, and customs charges are handled according to the order, carrier, and applicable local rules.
Issues that are not eligible for return or refund
- The parts were manufactured according to the confirmed specifications, but the uploaded model or design is unsuitable or does not perform as intended.
- The issue is caused by your use, alteration, assembly, repair, or damage after delivery.
- You accepted the specific risk identified in a Make Anyway instruction. Unrelated manufacturing errors and quantity discrepancies remain subject to Buyer Protection.
- The order or uploaded content violates applicable law or the FacFox Terms and Conditions.
- The claim was submitted after the applicable deadline, subject to mandatory rights that cannot be excluded by law.
For questions or to start a claim, contact FacFox customer support with your order number and supporting evidence.
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