Thank you for shopping with Frez Store!
We are committed to ensuring you have a positive shopping experience. Please read our return and refund policy below for information on returning items purchased through our website.
Eligibility for Refunds/Returns:
To be eligible for a refund or return, the following conditions must be met:
- Items must be unused, unopened, and in their original condition.
- Items must be returned within 30 days of the purchase date.
- Personalized, custom-made, or clearance items are not eligible for return or refund.
- Only products purchased directly through Frez Store (frezstore.eu) are eligible for refunds/returns.
Initiating a Refund/Return Request:
To request a refund or return, please follow these steps:
- Contact our customer service team at customer-service@frezstore.eu with your order details.
- Provide your order number, item description, reason for return, and any supporting documentation (e.g., photos in case of damage).
- Our team will respond within 2-3 business days to guide you through the next steps.
Required Information:
When submitting a refund/return request, you will need to provide:
- Order number.
- Product name and description.
- Reason for return (e.g., damaged, wrong item, etc.).
- Photos or documentation supporting your claim (if applicable).
Refund/Return Approval Process:
Once your refund/return request is submitted:
- Our team will review your request within 5-7 business days.
- Upon approval, you will receive instructions on how to return your item (if applicable).
- If your return is accepted, your refund will be processed within 7-10 business days after we receive the item.
Refund/Return Options:
If your request is approved, you may choose from the following options:
- Refund to the original payment method.
- Store credit for future purchases.
- Replacement of the item (if stock is available).
Shipping and Handling:
- Return shipping costs are the responsibility of the customer, unless the item arrived damaged or defective.
- Original shipping fees are non-refundable unless the return is due to our error or a defective product.
Exceptions and Exclusions:
The following items are not eligible for return or refund:
- Personalized, custom-made, or clearance items.
- Perishable goods.
- Digital products or downloadable content.
Damage or Defects:
If your item arrives damaged or defective, please contact us immediately at customer-service@frezstore.eu.
Provide clear photos of the damage or defect, along with your order details. We will review your case and offer a replacement, refund, or store credit.
Contact Information:
If you have any questions or concerns, feel free to contact our customer support team:
- Email: customer-service@frezstore.eu
- Website: frezstore.eu
Changes to This Policy:
We reserve the right to update or change our return policy at any time without prior notice. Please review this policy periodically for any updates.