Refund policy

We offer a simple and fair returns policy to give you peace of mind when shopping with Grounded Fox. We want you to be confident in your purchase, but if something isn’t right, we’re here to help.

Change of Mind Returns

If you change your mind, you have 14 days from the date you receive your item to request a return.

To be eligible, the item must be:

  • Unused and in “like new” condition
  • Free from signs of wear or installation
  • In the original packaging with all accessories and components
  • Supplied with proof of purchase

Please contact us before returning any products so we can authorise the return and provide instructions. Items returned without approval cannot be accepted.

Please note: for change of mind returns, the buyer is responsible for arranging and covering the cost of return shipping. We recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged in transit.

Please note: custom, customised, or made-to-order products cannot be returned for change of mind. Pergolas or other products that have been fully or partially installed are not eligible for return.

If a free gift was supplied with your order, it must also be returned.

Stove Returns & Collection Charges

If you wish to return a stove, please contact us within 14 days of purchase.

We will arrange collection of your stove. The buyer is responsible for all carriage costs unless:

  • The stove is faulty, or
  • The stove is not as ordered (either online or as per a draft quote).

Transporting large, delicate goods can be expensive, and return carriage fees will be deducted from your refund where applicable. Please check specifications and quotes carefully before ordering. If you’re unsure whether a product is suitable, contact us first.

Collection charges

  • Collection only: £90 per collection attempt
  • Additional fees may apply for Scotland or island locations

If the return or replacement is due to our error, there is no charge.

Faulty or Incorrect Items

If your item is faulty, damaged, or you receive the wrong product, you have 30 days from receipt to notify us.

Please inspect your order as soon as it arrives and contact us immediately if there is an issue. We’ll assess the problem and arrange a repair, replacement, or refund where appropriate.

How to Start a Return

To request a return, please email support@groundedfox.com with:

  • Your order number
  • The item you’d like to return
  • Reason for return
  • Photos where relevant

If your return is approved, we’ll provide clear instructions on how and where to send your item.

Condition on Return & Inspection

Once your item(s) are received at our warehouse, they will be inspected.

To qualify for a refund, items must arrive in like-new condition with original packaging and accessories. Items with visible wear, missing parts, signs of use, installation marks, or transport damage caused by inadequate packaging may not be eligible for a full refund.

Non-Returnable Items

Some items cannot be returned, including:

  • Custom, customised, or made-to-order products
  • Personal care items
  • Perishable goods
  • Hazardous materials, flammable liquids or gases

Gift cards are also non-returnable. If you’re unsure whether your item qualifies, please contact us before purchasing or returning.

Refunds

Once your return has been inspected, we’ll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method within 14 business days. Your bank or card provider may take additional time to process the payment.

If more than 15 business days have passed since approval, please contact us at support@groundedfox.com.