Cancellations & Returns Policy
At Frouv, customer satisfaction is our top priority. We understand that sometimes you may need to cancel an order or return a product. This policy outlines our guidelines for cancellations, returns, and refunds to ensure a smooth and hassle-free experience.
Please read the following terms carefully before making a purchase.
1. Order Cancellations
a. Cancelling an Order Before Shipment
b. Cancelling After Shipment
Once an order has been shipped, it cannot be cancelled. However, you can request a return after the product has been delivered, subject to our return policy (outlined below).
2. Return & Exchange Policy
We want you to love your purchase, but if you are not satisfied with a product, you can request a return under the following conditions:
a. Eligible Products
Only products that are defective, missing and wrong packaging with all tags attached are eligible for return.
b. Return Window
You have 7 days from the date of delivery to initiate a return. After this period, we cannot accept returns.
c. How to Return
To initiate a return, please log into your account, visit the "Orders" section, and select the option to request a return.
Please ensure that the product is securely packaged to avoid damage during return shipping.
d. Return Shipping Costs
For defective or wrong items: If you receive a damaged, defective, or incorrect item, Frouv will cover the cost of return shipping.
3. Refunds
Once your return is received and inspected, we will process your refund based on the following guidelines:
a. Refund Approval
Refunds are typically processed within 5-7 business days after we receive the returned product.
b. Refund Methods
Refunds will be issued to the original payment method (credit card, bank transfer, etc.). Depending on your payment provider, it may take an additional 3-5 business days for the refund to appear in your account.
4. Non-Returnable Items
Certain products cannot be returned or exchanged due to their nature. These include:
- Perishable goods (e.g., food, plants)
- Personalized or custom-made products
- Intimate items (e.g., undergarments, swimwear)
- Health & hygiene products (e.g., face masks, beauty products if opened)
- Gift cards or store credit
Please ensure you review product details carefully before purchasing non-returnable items.
5. Damaged or Defective Products
We take great care to ensure that products are delivered in perfect condition. However, if you receive a damaged or defective product, please notify us within 48 hours of receiving the item.
a. How to Report
Contact our customer service team at [support@yourmarketplace.com] with details of the issue and photos of the damaged product, if applicable.
We will work with you to process a full refund.
b. Return Shipping for Damaged Products
For damaged or defective products, Frouv will cover the cost of return shipping, and we will issue a full refund.
7. Contact Us
If you have any questions or need further assistance with cancellations, returns, or refunds, feel free to reach out to us:
We're here to help!