Returns Policy

Thank you for shopping at Gentle Fox! We take pride in the quality and craftsmanship of our handmade concrete home decor. We understand that sometimes a return may be necessary, so we've outlined our policy below.

Handmade Nature of Our Products:

Please be aware that due to the handmade nature of our concrete products, slight variations in color, texture, and finish may occur. These variations are not considered defects and are part of the unique character of each piece.

Please note that concrete is a porous material and may develop a patina over time, and minor air bubbles are normal. This is a natural process and is not considered a defect.

We strive to accurately represent our products in our photos and descriptions. Please allow for these natural variations.

Returns Eligibility:

We accept returns under the following circumstances:

• Damaged in Transit: If your item arrives damaged, please contact us within 14 days of receiving your order, with photos of the damaged product and packaging. We will work with you to arrange a replacement or refund.

• Defective Product: If you believe your product has a manufacturing defect, please contact us within 14 days of receiving your order, with photos and a description of the defect. We will evaluate the issue and, if deemed defective, will offer a replacement or refund.

• Incorrect Item Received: If you receive an item different from what you ordered, please contact us within 14 days of receiving your order. We will arrange for the correct item to be shipped to you.

Non-Returnable Items:

The following items are not eligible for return:

a) Custom Orders: Items that have been customized or personalized specifically for you are not eligible for return.

b) Items on Sale: All items purchased on sale are considered final sale and are not eligible for return or exchange.

c) Items Not in Original Condition: Items that have been used, altered, or damaged after delivery are not eligible for return.

Return Process:

1. Contact Us: To initiate a return, please contact us at info@gentlefox.ca, within the applicable timeframe (14 days) with your order number and a detailed explanation of the reason for the return. Please include photos or videos if applicable.

2. Return Authorization: We will review your request and, if approved, provide you with a Return Authorization (RA) number and instructions for returning the item.

3. Packaging: Carefully repack the item in its original packaging (if possible) or in a similar protective packaging to prevent damage during transit. Include all original accessories and documentation.

4. Shipping: You are responsible for the return shipping costs, unless the return is due to our error (e.g., Damaged in Transit item, Defective Product or incorrect item shipped).

5. Return Address: When the return request is approved the shipping address will be provided, or if applicable, a pre-paid shipping label will be provided.

Exchanges:

We do not currently offer direct exchanges. If you need a different item, please return the original item for a refund, and place a new order. In this case, customers are responsible for the shipping costs.

Exchanges for Same Item: We only offer exchanges for the same item if it is defective or damaged. If you need to exchange it for the same item, send us an email at info@gentlefox.ca. We will ship the replacement upon receiving the original returned item.

Gentle Fox Team.