Refund Rules

When am I entitled to a refund?

FacFox may issue a refund when a custom-made order cannot be completed, when the delivered parts do not conform to the confirmed order specifications, when the shipment is damaged or incomplete, or when the order is not delivered within the applicable delivery period.

Covered by the refund policy

• If FacFox cannot complete the order, the affected order may be eligible for a full refund.
• If the parts arrive damaged or incomplete, FacFox may offer a repair, remake, partial refund, or full refund depending on the cause and severity of the damage.
• If the parts were not manufactured according to the confirmed material, process, color, quantity, dimensions, tolerances, finish, or post-processing requirements, FacFox may offer a repair, remake, partial refund, or full refund.
• If FacFox approves your claim through the dispute process, the resolution will be handled under the Buyer Protection Policy.

Not covered by the refund policy

• 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 only a subjective preference that was not included in the order specifications.
• The issue was 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.

How the resolution is selected

• Repair may be offered when the issue can be corrected without compromising the parts.
• Remake may be offered when repair is not practical or cannot produce conforming parts.
• Partial refund may be offered when only part of the order is affected and you keep the parts.
• Full refund may be offered when the whole order is materially non-conforming, cannot be remade, or cannot be completed.

Refunds are normally sent to the original payment method. Account credit is available only if you agree to that option. If FacFox asks you to return the parts, wait for our instructions; reasonable return shipping costs will be covered when the claim is confirmed and the shipping method was approved in advance.

How to report an issue

For 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. For orders placed through an API partner, submit a claim within 21 calendar days after confirmed delivery. For 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.

Open the order and select Confirm/Report, or contact FacFox customer support. Include the order number, a clear description of the issue, photos or video, and any relevant measurements, drawings, packaging, or shipping information.

For complete eligibility rules and resolution options, see the Buyer Protection Policy and Return Policy.