Refund policy
At Midfox, we are committed to ensuring you and your pet love every product you purchase. Our goal is to deliver a premium experience from checkout to unboxing. If for any reason you are not completely satisfied with your order, we are here to help. Midfox is a brand of Wespod LLC, headquartered at 1460 Broadway, New York, NY 10036, United States.
Our Return Policy
- Return Window: We accept returns within 30 days from the date your order was placed.
- Eligibility: To be eligible for a return, your item must be in its original, unused condition unworn, unopened (where applicable), with all original Midfox tags and labels attached, and in its original packaging. A receipt or proof of purchase is required. Check the Non-Returnable clause for exceptional items.
- Return Shipping: Customers are responsible for all return shipping costs. We do not charge any restocking fees.
Return Process
We want to make returns as easy as possible for you. To start a return, please contact us at hello@midfox.com with your order number and the reason for your return. Our team will review your request and confirm return eligibility.
Once approved, we will provide you with return instructions and the return address. Please note:
- Returns must be initiated within the 30-day return window.
- Items must be sent back within 5 days of receiving return approval.
- We do not accept returns that were not pre-approved. Please wait for confirmation before shipping any items back.
- We do not charge any restocking fees.
Once we receive and inspect your returned item, we will process your refund within 10 business days.
Damaged or Defective Items
We carefully inspect every item before it is shipped. However, if you receive a damaged, defective, or incorrect item, please contact us immediately at hello@midfox.com with your order number and clear photos of the issue. We will evaluate the situation and provide a full resolution — at no cost to you.
Non-Returnable Items
Certain items cannot be returned to ensure quality, hygiene, and safety standards. These include:
- Gift cards
- Custom or personalised products
- Hygiene items — including pet poop bags, pet wipes, grooming tools (used), and similar single-use or hygiene products
- Opened food dispensers or water fountains that have been used and/or filled
- Items with removed safety seals
If you have questions about whether a specific item is eligible for return, please contact us before purchasing.
Exchanges
To ensure you receive your desired item as quickly as possible, we do not offer direct exchanges. The most efficient process is to return the original item for a refund (in accordance with this policy) and place a new order for your preferred item, size, or style.
Incorrect Shipping Address
If you notice an error in your shipping address after placing an order, please contact us at hello@midfox.com immediately. While we will do our best to update it before dispatch, we cannot guarantee changes once the order has entered the fulfillment process. Midfox is unable to reroute packages once they have shipped and is not responsible for packages delivered to an incorrect address provided at checkout.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically applied to your original payment method within 10 business days.
Please be aware that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@midfox.com.