Shipping
& Returns
Shipping Policy
1- LEAD TIME TO SHIPPING and TRACKING NUMBERS
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All orders are shipped 24 Hours after payment, and the tracking number is provided to the customer via email notification. In case of stock issue, the customer is informed in the next 24 hours following the payment of the order and is invited to change the color, model, or to request a refund.
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2- CARRIERS
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The shipping carrier can be DHL, GLS, DPD or your local postal service like Dusche post (in Germany), La Poste and Colissimo (In France), PostNL in the Netherlands, etc.
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3- SHIPPING FEE
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We ship in all countries of the European Union for free, but for other countries outside the EU trade zone, some additional shipping fee may apply. (Shipping fee will be available on your checkout page before you process the payment ),
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4- SHIPPING LOCATIONS
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We ship to all European Countries, Shippment in UK may request additional custom fee.
Shipping is not available for American, African and Asiatic countries at the moment.
5- DELIVERY TIME
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Delivery time varies between 2-6 working days after payment,
For countries like Belgium, The Netherlands, delivery time is estimated to 2-3 days only.
For other European countries, delivery time is estimated to 3-6 Days.
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Return & Exchange Policy
1- Retraction
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In accordance with the applicable regulations, the withdrawal period granted to the Customer is fourteen (14) days from the date of receipt of his order or making it available at the point of withdrawal. So whitin the period, the customer is free to change his mind and request a return.
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2- Exchange
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In case of wrong or broken item received, the customer can request an exchange.
The returned item has to be in well packed in the original packaging with all accessories, and brand new as we can re-sell it without problem.
Note：This condition is not valid in case of request due to broken item received
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3- Refund
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The refund request is process as soon as we receive the return item.
The returned item has to be in well parcked in the original packaging with all accessories, and brand new as we can re-sell it without problem.
Note：This condition is not valid in case of refund request due to broken item received
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4- Return shipping fee
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Return shipping fee is covered by us in case of wrong or broken item received.
But in case of retraction, the customer will be responsible for return shipping fee.
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4- Return Address
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The return address used for this store is:
FOXSPORT
Van Coehoornstraat 11
5916PH Venlo
Netherlands
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Any package sent to another address will not be received, and we could not handle the return request if the item is not shipped to the correct address.
Note: It's not authorized to send items to our office address which is different from the warehouse address provided above.
Warranty Management
All our products have a warranty of 12 months applicable from the date of receipt of the order or provision of it in point of withdrawal.
In the event of a product failure or nonconformity, please follow the steps below to get support.
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WARRANTY PROCEDURE​
A - Contact our after-sales service and provide the details of your order (Order number) with a good explanation of the problem and if possible attach photos of the problem. Your order number is available in your customer account in the tab "My Orders".
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B - An agent of our After Sales Service will contact you within 24 hours to give you the procedure to follow for a repair, a replacement or a refund.
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For a repair: we will send you a prepaid return label that will allow you to return the product. Once the product is repaired, we will ship it back to you. All the procedure can take 21 days from the day you contact us to signal the problem.
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For a replacement: we will send you a prepaid return label that will allow you to return the product. After receiving the package returned by the customer, our warehouse will send you another identical brand new product. (The re-shipment is made within 24 hours after receipt of the returned product)
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For a refund: our after-sales service will examine the case and will refund you if the product has been used for a period less or equal to one month. Beyond one month of use, only repair or exchange is accepted.
C - Consumable parts like hull and tires are not covered by the warranty.
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CANCELLATION OF THE WARRANTY
The products sold are covered by a guarantee of 12 months. As a result, the customer is not authorized to repair his product himself or have it repaired by a third party without our prior authorization. Any dis-assembly, skinning or repair of the product by the customer or by a third party causes the immediate cancellation of the guarantee. In case of a quality problem on the product, the customer is asked to contact us as soon as possible for complete and free support instead of trying to solve the problem alone or by a tier.
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SUPPORT
We respond to all requests for warranty support within 24 hours, the full support procedure is even for a period of less than or equal to 21 days from the moment the customer reports the failure of his product.
This during the customer is expected to follow the instructions of our after-sales service to speed up the procedure. Non-cooperation of the client may also lead to an extension of the duration of the support.