Refund policy

Last Updated: August 10, 2026

This Return, Exchange & Cancellation Policy applies to purchases made through https://foxfurjacket.com, operated by HONGKONG JANE FUR CO., LIMITED.

1. Made-to-Order and Customized Products

Our fur garments are produced after an order is confirmed. Standard made-to-order pieces are made in the selected style, size, color, and material. Products involving changes beyond the listed options may be treated as extensively customized orders.

Material allocation, pattern preparation, and cutting create non-recoverable costs. Please review the product details, measurements, selected options, delivery destination, and this policy before placing an order.

2. Order Changes

If you need to request a change, contact us as soon as possible and before cutting begins. Changes are not guaranteed.

Approved changes may affect the price, production schedule, material availability, and final appearance. For extensive customization, we will confirm the revised scope and expected lead time before cutting begins.

3. Cancellation Requests

Cancellation requests must be submitted within one (1) hour after the order is placed. A request is not automatically approved.

We can approve a cancellation only if material allocation, cutting, and production have not started. If an order is cancelled before those activities begin, the approved refund will be issued to the original payment method.

Once materials have been allocated specifically to the order, fur has been cut, or production has started, the order cannot be cancelled except where applicable law provides a right that cannot be excluded.

4. Returns and Exchanges

Except where mandatory law provides otherwise, products made to customer specifications or clearly personalized cannot be returned or exchanged for change of mind after production begins.

We generally cannot accept returns or exchanges for:

• Change of mind or buyer’s remorse.
• A size selected by the customer that matches the confirmed order.
• Minor color differences caused by screens, lighting, or photography.
• Natural differences in fur shade, texture, density, or pattern.
• Preferences that were not included in the confirmed order specifications.

Nothing in this policy limits consumer rights that cannot legally be excluded in the customer’s jurisdiction.

5. Defective, Incorrect, or Damaged Items

Contact us within seven (7) calendar days after delivery if:

• The item has a manufacturing defect that materially affects normal use.
• The item does not match the confirmed size, color, style, or other order specifications.
• The item arrives with significant shipping damage.

Please provide the order number, a description of the issue, clear photographs, and an unboxing video where available. Keep the original packaging and product tags while the claim is reviewed.

Natural characteristics of genuine fur are assessed separately from manufacturing defects.

6. Return Authorization

Do not send an item back before receiving written return authorization and return instructions. We will provide the authorized return address after a claim is approved. Items sent without authorization may be refused.

If the return results from our confirmed manufacturing error, incorrect shipment, or inadequate packaging, we will cover reasonable authorized return shipping costs. Other return costs apply only where a return is approved or required by law.

7. Resolutions and Refunds

After reviewing an approved claim, we may offer repair, replacement, partial refund, or full refund, depending on the issue and the customer’s mandatory legal rights.

• Approved refunds are initiated within fourteen (14) business days after approval and any required inspection.
• Refunds are issued to the original payment method.
• Payment providers or banks may require additional time to post the refund.
• Original shipping charges, duties, and taxes are refunded only when required by law or when the issue results from our error.

8. Contact

Email: frank@janefur.com

WhatsApp: +86 188 5732 5681

WhatsApp support is intended for customers with confirmed orders. Include your order number when contacting us about a change, cancellation, return, or refund.