Return and Refund Policy

Last Updated: August 9, 2026

At Foxihalo, we want customers to feel confident when ordering our print-on-demand apparel.

Many of our T-shirts, baseball jerseys, Hawaiian shirts, hoodies, and other apparel products are created specifically after an order is placed. Because these products are made to order, return and cancellation eligibility may differ from that of products held as finished inventory.

This Return and Refund Policy explains when an order may qualify for a return, replacement, or refund, how to submit a request, and which situations are generally not eligible.

Nothing in this policy limits any consumer right or remedy that cannot legally be excluded under applicable law.

1. Eligibility Period

Customers should contact Foxihalo regarding a damaged, defective, or incorrect product within:

30 days from the date of delivery

The delivery date recorded by the applicable shipping carrier will normally be used to determine the beginning of this period.

If an order has not been delivered after the estimated delivery timeframe, please contact us so that we can review the tracking information and, where appropriate, assist with a shipment investigation.

Submitting a request does not automatically guarantee a refund or replacement.

Each request will be reviewed based on:

The reason for the request
Order information
Evidence provided
Product condition
Tracking and delivery information
Our applicable store policies
Applicable consumer law

2. Eligible Issues

An order may qualify for a replacement, refund, or other appropriate resolution when:

The product has a confirmed manufacturing defect.
The product arrived damaged.
The customer received a different product from the one ordered.
The design received does not match the confirmed order.
The size received does not match the size ordered.
The color or product option received is incorrect.
The quantity received is incorrect.
An item is missing from the order.
The shipping carrier confirms that the package was lost during transportation.
Foxihalo is unable to produce or ship the ordered product.
Another issue qualifies under applicable consumer law.

The appropriate resolution may depend on the circumstances, product availability, and supporting information provided.

3. Damaged or Defective Products

If an item arrives damaged or appears to have a manufacturing defect, please contact us within 30 days of delivery.

Examples of potentially eligible issues may include:

Significant printing defects
Major artwork misalignment
Holes or tears present upon delivery
Significant seam or construction defects
Significant stains or marks present upon delivery
A product materially different from its description
Another confirmed production defect

Minor differences that naturally occur during printing or manufacturing are not necessarily considered defects.

Reasonable variations may occur in:

Color
Print placement
Artwork scale
Fabric texture
Garment measurements
Appearance between digital images and physical products

Each claim will be reviewed individually.

4. Incorrect Products or Missing Items

Please contact us if you receive:

The wrong product
The wrong apparel style
The wrong design
The wrong size
The wrong color or option
An incorrect quantity
An order with a missing item

We may ask you to provide photographs showing:

The complete product received
Product or size label
Printed design
Shipping package
Shipping label

Please review all available tracking information before reporting an item as missing.

Because some products may be produced or fulfilled at different facilities, products from the same order may occasionally arrive in separate packages.

5. Return Conditions

When Foxihalo requires a physical return, the item should generally remain:

Unworn, except as reasonably necessary to inspect it
Unwashed
Unaltered
Free from customer-caused stains or odors
Free from customer-caused damage
In substantially the same condition in which it was received
With original tags, packaging, and included materials where available

A damaged, defective, or incorrect product should not be washed, repaired, altered, or extensively worn before the claim has been reviewed.

We recognize that certain defects may only become apparent after reasonable inspection. Product condition will therefore be considered together with the nature of the reported problem.

6. Print-on-Demand and Made-to-Order Products

Many Foxihalo products are produced specifically for the customer after an order is placed.

Unless otherwise required by applicable law, we do not normally accept a return, exchange, or refund solely because:

The customer changed their mind.
The customer no longer wants the product.
The wrong size was selected by the customer.
The wrong color was selected by the customer.
The wrong design or product option was selected by the customer.
The product does not match a personal style preference.
The customer ordered an incorrect quantity.
A gift is no longer needed.

Customers are responsible for reviewing the applicable product description, available options, and size information before completing an order.

The original policy already applies this made-to-order approach to customer-preference returns.

7. Size-Related Requests

Sizing and fit may vary between T-shirts, baseball jerseys, Hawaiian shirts, hoodies, and other apparel products.

Before ordering, we recommend that customers:

Review the applicable product size chart.
Compare the listed measurements with a similar garment they own.
Confirm the selected size before checkout.
Contact us before purchasing if additional information is needed.

An item is not normally considered defective when the size received matches the size ordered and the garment measurements fall within reasonable production tolerances.

A size-related claim may qualify when:

The size received differs from the size ordered.
The garment was incorrectly labeled.
The measurements materially differ from the applicable size chart beyond reasonable production tolerance.
Another confirmed production error occurred.

8. Non-Eligible Situations

Unless otherwise required by applicable law, Foxihalo may decline a return, replacement, or refund request involving:

Change of mind or buyer’s remorse
Wrong size selected by the customer
Wrong color, design, or product option selected by the customer
Incorrect or incomplete shipping information supplied by the customer
Damage occurring after delivery
Improper washing or drying
Improper ironing or bleaching
Failure to follow product care instructions
Normal wear and tear
Accidental damage
Misuse
Unauthorized modification or repair
Minor color differences resulting from screen settings or lighting
Minor print or measurement variations that do not materially affect normal use
Requests submitted outside the applicable eligibility period
Failure to provide reasonably requested supporting information
Unauthorized returns
Products sent to an incorrect or unauthorized return address
Packages refused because applicable customs charges were not paid
Delivery failures caused by inaccurate information supplied by the customer

This section does not apply where Foxihalo caused the issue or where applicable law requires another resolution.

9. How to Submit a Request

To request a return, replacement, or refund, contact:

support@foxihalo.com

Please provide:

Your full name
Order number
Email address used during checkout
Product affected
Clear description of the issue
Delivery date
Clear photographs or videos showing the problem
Photograph of the product or size label, when relevant
Photograph of the shipping package or shipping label, when relevant

Providing complete information will help us review your request more efficiently.

For your security, do not email complete card numbers, card security codes, account passwords, PayPal login information, or other complete payment credentials.

10. Photo and Video Evidence

Depending on the nature of the claim, we may request photographs or videos showing:

The entire product
Close-up images of the reported issue
Printed artwork
Size or care label
Packaging
Shipping label
Quantity received
Condition of the package upon arrival

Photographs should be clear and taken in adequate lighting.

Additional information may be requested when the original evidence does not clearly show the reported problem.

11. Review Time

We normally aim to review a complete return, refund, or replacement request within:

2–3 business days

The review period begins after we receive the information reasonably necessary to evaluate the request.

Additional time may be required if:

Additional evidence is needed.
Multiple products are involved.
A production or fulfillment partner must be contacted.
A carrier investigation is required.
A payment provider needs to review the transaction.
The request relates to an international shipment.

Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM Hong Kong Time (HKT)

12. Available Resolutions

Depending on the circumstances, an approved claim may result in:

A replacement product
Reshipment of the correct product
A refund for the affected item
A refund for the entire order where appropriate
Another reasonable resolution agreed with the customer

The appropriate resolution may depend on:

Nature of the issue
Product availability
Order details
Evidence provided
Applicable consumer law

Foxihalo will not substitute a materially different product without the customer’s agreement.

13. Replacement Products

When a replacement is approved:

It will generally match the originally ordered item.
It will normally be sent to the original shipping address unless another address is approved before processing.
New production time may be required.
Additional shipping time may be required.
Replacement availability may depend on the product and options ordered.

If an identical replacement is unavailable, we may offer:

A comparable available option with your approval
A refund for the affected product
Another appropriate resolution

An approved replacement for a defective item cannot normally be changed into a different size, color, or design unless the original item received was incorrect or Foxihalo expressly approves the change.

14. Return Authorization

Please contact us before returning any product.

Products should not be sent to our business contact address unless our customer support team specifically instructs you to do so.

If a physical return is required, we will provide the appropriate return instructions and return destination.

The return location may depend on:

Product type
Production facility
Fulfillment location
Customer location
Reason for the return

Products returned without prior authorization or sent to an incorrect location may not be received or processed.

This preserves an important provision from the original policy: the business address is not automatically the return warehouse.

15. When a Physical Return Is Not Required

For some verified damaged, defective, or incorrectly fulfilled products, we may be able to provide a replacement or refund without requiring the physical product to be returned.

Please do not dispose of an affected product until the claim has been reviewed and you have received instructions from Foxihalo.

A decision not to require a physical return in one case does not mean the same procedure will apply to every claim.

16. Return Shipping Costs

Issues Caused by Foxihalo or Fulfillment

When we require a physical return because:

A product has a confirmed manufacturing defect.
A product arrived damaged.
An incorrect product was delivered.
Another confirmed fulfillment error occurred.

Foxihalo may provide a prepaid return label or reimburse reasonable return shipping expenses that we have authorized in advance.

Please do not purchase return postage before receiving instructions unless specifically authorized.

Customer-Related or Exceptional Returns

Because our products are made to order, customer-preference returns are not normally accepted.

If Foxihalo chooses to approve an exception for an issue not caused by us or our fulfillment process, the customer may be responsible for:

Return postage
Tracking or delivery confirmation
Customs costs
Reshipment charges
Other disclosed costs relating to the return

Foxihalo does not charge a restocking fee for approved eligible returns.

The source policy currently uses the same division between seller-caused returns and customer-related exceptions.

17. Refund Processing

When a refund is approved, it will normally be returned to the original payment method used for the purchase.

We aim to initiate an approved refund within:

10 business days after refund approval

Refunds involving eligible cancellations of orders that have not entered fulfillment will be processed as appropriate.

After Foxihalo initiates the refund, additional processing time may be required by:

Your bank
Card issuer
Stripe
PayPal
Other applicable payment provider

Foxihalo does not control the amount of time a bank or payment provider takes to post the funds after a refund has been initiated.

18. Refund Confirmation

When a refund is initiated, we will normally send confirmation to the email address associated with the order.

If the refund does not appear after the processing period stated by your financial institution:

Review the refund confirmation.
Contact your bank, card issuer, PayPal, or applicable payment provider.
Ask whether the transaction or refund is still pending.
Contact Foxihalo if additional order information is needed.

Please include your order number when contacting us.

19. Original Shipping Charges

Original standard shipping charges may be refunded when:

The entire order is refunded because of a confirmed Foxihalo or fulfillment error.
The entire order arrived damaged or defective.
The customer received an entirely incorrect order.
Foxihalo could not produce or ship the order.
Applicable law requires the shipping charge to be refunded.

Original shipping charges may not be refundable when:

Only part of a multi-item order is affected.
The issue resulted from information supplied by the customer.
An exceptional discretionary return was approved.
A package was refused or left unclaimed.
Applicable customs duties were not paid.
Additional shipping costs resulted from customer-provided address errors.

Each case will be reviewed according to its circumstances and applicable law.

20. Customs Duties and Import Charges

Customs duties, import taxes, VAT, brokerage charges, and fees collected directly by government authorities or delivery providers are generally outside Foxihalo’s control.

We may be unable to refund amounts paid directly to:

Customs authorities
Tax authorities
Shipping carriers
Customs brokers
Local delivery providers

Customers should contact the organization that collected the applicable charge to ask whether reimbursement is available.

21. Lost Packages

If tracking indicates that your package may be lost, contact us and provide:

Full name
Order number
Tracking number
Shipping address
Description of the issue

We may ask you to cooperate with a carrier investigation.

When the applicable carrier confirms that a package was lost during transportation, the order may qualify for:

Replacement
Refund
Another appropriate resolution

A package is not automatically considered lost simply because tracking has not updated for a short period.

22. Package Marked “Delivered” but Not Received

If tracking indicates that your order was delivered but you cannot find it, please:

Check entrances, porches, mailrooms, and nearby delivery areas.
Ask household members or neighbors.
Contact building reception or management where applicable.
Review available security camera footage.
Contact the shipping carrier.
Confirm that the shipping address submitted during checkout was accurate.
Allow a short additional period in case the carrier made an early delivery scan.

If the package remains missing, please contact Foxihalo.

We will assist with an investigation where reasonably possible.

Claims involving packages marked as delivered will be reviewed based on:

Carrier tracking
Delivery confirmation
Shipping address
Carrier investigation results
Available delivery evidence
Other relevant circumstances

A package marked as delivered does not automatically qualify for a replacement or refund, but a claim will not be rejected solely on that basis without reviewing the available information.

This approach is already reflected in the source policy.

23. Incorrect or Incomplete Shipping Addresses

Customers are responsible for reviewing the shipping address before completing an order.

If delivery fails because a customer provided an incorrect, incomplete, or outdated address:

A refund may not be available.
Original shipping charges may not be refundable.
Additional reshipment charges may apply.
A replacement may require a new production process if the original package cannot be recovered.

If you discover an address error, contact us within:

12 hours after placing the order

Address corrections cannot be guaranteed after production or fulfillment has begun.

24. Returned-to-Sender Packages

Packages may be returned to the sender for reasons including:

Incorrect or incomplete addresses
Repeated failed delivery attempts
Unclaimed packages
Recipient refusal
Restricted building access
Unpaid customs charges
Local carrier restrictions

If tracking indicates that your package is being returned, please contact us.

Depending on the circumstances:

Additional shipping charges may apply for reshipment.
Original shipping fees may not be refundable.
Non-refundable delivery expenses may affect any discretionary refund where legally permitted.
Replacement or refund eligibility may be limited where the return resulted from customer-provided information or actions.

Each situation will be reviewed individually.

25. Delayed or Undelivered Orders

Production and shipping estimates are provided in our Shipping Policy.

If Foxihalo becomes aware that an unshipped order cannot be fulfilled within the applicable estimated timeframe, we may provide:

Information about the delay
An updated estimate where available
An option to continue waiting
An option to cancel the affected unshipped order and receive an appropriate refund where required or offered

Carrier delays that occur after shipment will be reviewed using the tracking information and carrier investigation.

26. Order Cancellations and Changes

Customers may request the following within:

12 hours after placing an order

Order cancellation
Shipping address correction
Recipient information update
Changes to certain product options

Requests must be sent to:

support@foxihalo.com

Please include:

Full name
Order number
Email address used during checkout
Requested change

Because Foxihalo products may enter print-on-demand production shortly after payment is confirmed, requests may no longer be possible once production, printing, fulfillment, or processing has begun.

Submitting a request within 12 hours does not guarantee that it can be completed.

We will review the current order status and confirm whether the requested action remains possible. This 12-hour rule comes directly from the policy you supplied.

27. Payment Disputes and Chargebacks

If you believe there is a problem with an order or transaction, we encourage you to contact Foxihalo so that we have an opportunity to investigate.

Nothing in this policy prevents a customer from exercising a lawful right to dispute a transaction through:

Their bank
Card issuer
PayPal
Another applicable payment provider

Fraudulent claims, false evidence, or intentional misrepresentation may result in appropriate action where permitted by law.

28. Policy Abuse and Fraudulent Claims

Foxihalo may deny a request or restrict future transactions where we reasonably determine that a claim involves:

False or manipulated evidence
Material misrepresentation
Repeated abuse of refund procedures
Fraudulent payment activity
Intentional product damage
Submission of a product not supplied by Foxihalo
Another attempt to obtain an improper refund or replacement

Any decision will be based on available evidence and will not restrict rights that cannot lawfully be excluded.

29. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in:

Our products
Print-on-demand processes
Fulfillment procedures
Shipping providers
Payment methods
Customer support procedures
Applicable legal requirements

When the policy is updated, the Last Updated date will be revised.

The policy applicable when an order was placed will generally govern that transaction, unless another approach is required by law or a later policy provides more favorable terms to the customer.

30. Contact Us

For questions about a return, refund, replacement, cancellation, or order change, please contact:

Foxihalo

Address:
RM 1508, 15/F, OFFICE TOWER TWO
GRAND PLAZA
625 NATHAN ROAD
MONG KOK
HONG KONG

Email:
support@foxihalo.com

Customer Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM Hong Kong Time (HKT)