1-Year Guarantee
Fox+Fray 1-Year Guarantee Policy
At Fox+Fray, we stand by the quality of our cases and are committed to making sure you're completely happy with your purchase. That's why we offer a 1-year guarantee against manufacturing defects.
What's Covered
Our 1-year guarantee covers manufacturing defects only, such as:
- Peeling of the printed design — where the design visibly lifts or flakes off the case
- Cracking or splitting of the case due to a production fault (not caused by drops or impact)
- Fading of the design within the first 3 months, where the print clearly loses colour or detail through normal use (not from scratches or chemical exposure)
What's Not Covered
Our guarantee does not cover:
- Surface scratches or scuffs, even if deep (this is considered normal wear and tear)
- Loss of gloss or finish due to friction, rubbing, or pocket use
- Gradual fading after 3 months, unless the design becomes unreadable or severely degraded
- Damage from drops, knocks, impacts, or bending
- Misuse, chemical exposure, extreme heat or cold, or liquids
- General wear and tear from daily use
⚠️ Please note: while our cases have a scratch-resistant finish, they are not scratch-proof. Minor surface marks can occur, and deeper scratches are considered part of normal wear.
How the Guarantee Works
- The 1-year guarantee starts from the date of your original purchase.
- If your case develops a covered issue within this period, we'll provide a free replacement.
- Replacements issued under the guarantee do not extend or reset the original 1-year guarantee period.
- Each product purchased is eligible for one free replacement within the 1-year guarantee period.
- Replacements will be of the same design as the original purchase. If the design is no longer available, we'll contact you to offer a suitable alternative.
Shipping Costs
We cover the shipping costs for replacements sent within the guarantee period. If your replacement is being sent to a different country than the original order, additional charges may apply.
Replacement Dispatch Time
Once your claim is approved, we'll print and dispatch your replacement case within 2–5 business days. You'll receive a tracking number once it's on its way.
Multiple Replacements
- The 1-year guarantee applies to the original purchase and covers your product for 1 year from the purchase date, regardless of replacements.
- Each product is eligible for one free replacement under the guarantee.
- If the replacement develops a fault while still within the original 1-year guarantee period, we'll review the claim. Additional replacements may be issued at our discretion, but this will be considered the final replacement for that product.
How to Make a Claim
To request a replacement under the guarantee:
- Contact us at support@foxandfray.com.
- Provide your order number, a photo of the issue, and a brief description of what happened.
- Our team will assess the claim and get back to you within 2–3 business days.
Multiple Cases in One Order
If you purchased multiple cases in a single order, each case is covered by its own 1-year guarantee. Please submit a separate claim for each product if needed.
After the Guarantee Period
Once the 1-year guarantee period has expired, we're unable to offer replacements or discounts on new purchases.
Sustainability
Every Fox+Fray case is made to order, so we never overproduce. Returned cases are repurposed or recycled wherever possible to reduce waste — thank you for supporting our sustainability efforts.
Frequently Asked Questions
What if I accidentally damage my case?
Our guarantee doesn't cover accidental damage, but get in touch and we'll be happy to offer advice or point you towards a replacement.
Can I get a refund instead of a replacement?
The guarantee covers free replacements for faulty cases. Refunds are only available under our Returns Policy.
How long does the process take?
We aim to review and process all claims within 2–3 business days, and replacements are typically dispatched within 2–5 business days after approval.
What happens if I bought more than one case?
Each product purchased is eligible for its own replacement under the guarantee. You'll need to submit a separate claim for each item.
We're Here for You
We want you to love your Fox+Fray case as much as we do. Our guarantee is designed to give you peace of mind and confidence in your purchase. If you have any questions or concerns, just email us at support@foxandfray.com.