{"id":55665,"date":"2019-05-28T15:10:52","date_gmt":"2019-05-28T07:10:52","guid":{"rendered":"http:\/\/facfox.com\/?post_type=kb&#038;p=55665"},"modified":"2026-08-11T13:07:39","modified_gmt":"2026-08-11T05:07:39","slug":"buyer-protection","status":"publish","type":"kb","link":"https:\/\/facfox.com\/docs\/kb\/buyer-protection","title":{"rendered":"Buyer Protection"},"content":{"rendered":"<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter size-full wp-image-85725\" src=\"https:\/\/facfox.com\/wp-content\/uploads\/2019\/05\/facfox-buyer-protection.png\" alt=\"FacFox Buyer Protection\" width=\"900\" height=\"250\" \/><\/p>\n<h2>What Buyer Protection covers<\/h2>\n<p>FacFox Buyer Protection applies to orders placed through FacFox when the delivered parts do not conform to the specifications confirmed at the time of payment, arrive damaged or incomplete, or are not delivered. Depending on the nature and severity of the issue, FacFox may provide a repair, remake, partial refund, or full refund under this policy.<\/p>\n<p>The confirmed specifications include the agreed material, manufacturing process, color, dimensions, tolerances, quantity, surface finish, and post-processing requirements shown on the order or agreed in writing with FacFox.<\/p>\n<span class=\"mkb-shortcode-container\">\t\t<div class=\"mkb-warning\">\n\t\t\t<div class=\"mkb-warning__icon\">\n\t\t\t\t<i class=\"fa fa-exclamation-triangle fa-lg\"><\/i>\n\t\t\t<\/div>\n\t\t\t<div class=\"mkb-warning__content\">\n\t\t\t\t<strong>Report an issue promptly.<\/strong> Keep the original packaging, do not repair or alter the parts before contacting us, and provide clear evidence so that we can investigate the claim.\t\t\t<\/div>\n\t\t<\/div>\n\t<\/span>\n<h2>Claim deadlines<\/h2>\n<ul>\n<li><strong>Orders placed directly through the FacFox website or widget:<\/strong> submit a claim within 7 calendar days after the carrier&#8217;s tracking shows the order as delivered.<\/li>\n<li><strong>Orders placed through an API partner:<\/strong> submit a claim within 21 calendar days after the carrier&#8217;s tracking shows the order as delivered.<\/li>\n<li><strong>Non-delivery:<\/strong> 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.<\/li>\n<\/ul>\n<p>If a defect 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.<\/p>\n<h2>How to submit a claim<\/h2>\n<ol>\n<li>Open the order and select <strong>Confirm\/Report<\/strong>, or contact <a href=\"https:\/\/facfox.com\/contact\/\">FacFox customer support<\/a>.<\/li>\n<li>Provide the order number, a description of the issue, and the resolution you prefer.<\/li>\n<li>Attach relevant evidence. Depending on the issue, this may include photos or video of the parts and packaging, shipping labels, quantity information, measurements, and the drawing or specification used for the order.<\/li>\n<li>Wait for our instructions before returning, repairing, or disposing of the parts.<\/li>\n<\/ol>\n<h2>Issues covered by Buyer Protection<\/h2>\n<ul>\n<li>The parts were manufactured with the wrong material, process, color, quantity, dimensions, tolerances, finish, or post-processing compared with the confirmed specifications.<\/li>\n<li>The parts arrive damaged because of inadequate packaging or handling during delivery.<\/li>\n<li>The shipment is incomplete or the order cannot be completed by the agreed manufacturer.<\/li>\n<li>The order is not delivered within the applicable delivery period when delivery is part of the order.<\/li>\n<\/ul>\n<p>Buyer Protection does not cover a design error, an unsuitable material selection, or a performance problem when the parts were manufactured in accordance with the confirmed order specifications. A subjective preference that was not included in the order specifications is not, by itself, a manufacturing defect.<\/p>\n<h2>Available resolutions<\/h2>\n<p>After reviewing the evidence, FacFox will determine the appropriate resolution based on the cause, severity, affected quantity, and feasibility of each remedy. We will consider your preferred resolution whenever reasonably possible.<\/p>\n<ul>\n<li><strong>Repair:<\/strong> if the issue can be corrected without compromising the parts, we may repair the affected parts and return them to you.<\/li>\n<li><strong>Remake:<\/strong> if repair is not practical or cannot produce conforming parts, we may manufacture replacement parts at no additional manufacturing charge.<\/li>\n<li><strong>Partial refund:<\/strong> if only part of the order is affected and you keep the parts, we may issue a refund proportionate to the affected portion.<\/li>\n<li><strong>Full refund:<\/strong> if the whole order is materially non-conforming, cannot be remade, or FacFox cannot complete the order, we may issue a full refund for the affected order.<\/li>\n<li><strong>Paid repair:<\/strong> if the issue is not covered by Buyer Protection and you request a repair, you are responsible for the repair charge and the shipping costs to and from FacFox.<\/li>\n<\/ul>\n<p>For higher-value orders or when an inspection is necessary, FacFox may ask you to return the parts before approving a refund or remake. Do not ship anything until FacFox provides return instructions.<\/p>\n<h2>Shipping and return costs<\/h2>\n<p>Shipping priorities such as <strong>Cheap<\/strong> or <strong>Slow<\/strong> may have limited delivery estimates, tracking, or transportation claims as disclosed at checkout. They do not remove coverage for manufacturing defects or parts that do not conform to the confirmed order specifications.<\/p>\n<p>If FacFox confirms that the issue is covered and asks you to return the parts, FacFox will cover reasonable return shipping costs that were approved in advance. Import duties, taxes, and customs charges are handled according to the order, carrier, and applicable local rules.<\/p>\n<h2>Refund method<\/h2>\n<p>Refunds are normally sent to the original payment method. FacFox may offer account credit as an alternative, but account credit will only be issued when you agree to that option. Partial refunds are based on the affected portion of the order and the resolution agreed for the claim.<\/p>\n<h2>What is not covered<\/h2>\n<span class=\"mkb-shortcode-container\">\t\t<div class=\"mkb-warning\">\n\t\t\t<div class=\"mkb-warning__icon\">\n\t\t\t\t<i class=\"fa fa-exclamation-triangle fa-lg\"><\/i>\n\t\t\t<\/div>\n\t\t\t<div class=\"mkb-warning__content\">\n\t\t\t\t\n<ul>\n<li>The parts were manufactured according to the confirmed specifications, but the uploaded model or design does not perform as intended.<\/li>\n<li>The issue is caused by your use, alteration, assembly, repair, or damage after delivery. Reasonable inspection and defects that could not reasonably have been discovered during inspection are not excluded solely because the parts were tested.<\/li>\n<li>You accepted a specific, documented risk through a <strong>Make Anyway<\/strong> instruction. That instruction does not exclude unrelated manufacturing errors, quantity discrepancies, or eligible shipping damage.<\/li>\n<li>The order or uploaded content violates applicable law or the <a href=\"https:\/\/facfox.com\/terms\/\">FacFox Terms and Conditions<\/a>. Such orders may be cancelled, withheld, or reported as required by law.<\/li>\n<li>The claim is submitted after the applicable deadline, subject to any mandatory rights that cannot be excluded by law.<\/li>\n<\/ul>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/span>\n<h2>How to contact FacFox<\/h2>\n<p>Submit a claim from the order page or contact <a href=\"https:\/\/facfox.com\/contact\/\">FacFox customer support<\/a>. Please include your order number and supporting evidence so that we can review the issue efficiently.<\/p>\n<p>See also the <a href=\"https:\/\/facfox.com\/docs\/kb\/refund-rules\">Refund Rules<\/a> and <a href=\"https:\/\/facfox.com\/docs\/kb\/return-policy\">Return Policy<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>What Buyer Protection covers FacFox Buyer Protection applies to orders placed through FacFox when the delivered parts do not conform to the specifications confirmed at the time of payment, arrive damaged or incomplete, or are not delivered. Depending on the nature and severity of the issue, FacFox may provide a repair, remake, partial refund, or [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":85728,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"kbtopic":[33],"kbtag":[114,34],"class_list":["post-55665","kb","type-kb","status-publish","has-post-thumbnail","hentry","kbtopic-order","kbtag-buyer","kbtag-refund"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.1 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Buyer Protection for Custom Parts | FacFox<\/title>\n<meta name=\"description\" content=\"Learn how FacFox Buyer Protection handles defective, damaged, incomplete, or undelivered custom-made parts, including repair, remake, and refund options.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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