Refund policy
1. OVERVIEW
1.1 We hope you are delighted with your purchase.
1.2 This policy explains how returns, exchanges, refunds and cancellations are handled for purchases made through Fraegra sales channels.
1.3 We aim to provide a fair and transparent returns process while protecting the business against misuse, fraud and excessive returns activity.
1.4 Nothing in this policy limits or excludes statutory consumer rights.
2. STANDARD RETURNS
2.1 Eligible products may be returned within 90 days of purchase.
2.2 Returned products should:
2.2.1 be unused where possible;
2.2.2 include original packaging;
2.2.3 include proof of purchase; and
2.2.4 be returned securely packaged.
2.3 We reserve the right to inspect returned items before processing refunds or exchanges.
2.4 Where returned products show signs of unreasonable handling, excessive use, tampering or damage not caused by transit, deductions or refusal of refund may apply where permitted by law.
2.5 Returns must follow the operational returns process notified on the Website from time to time.
3. NON-RETURNABLE ITEMS
3.1 The following products cannot usually be returned unless faulty, damaged or not as described:
3.1.1 products which have been altered following purchase at the customer's request;
3.1.2 opened sealed products unsuitable for return for hygiene reasons;
3.1.3 digital products once supplied;
3.1.4 gift cards; and
3.1.5 promotional free gifts where standalone return rights would not otherwise exist.
3.2 Products returned without appropriate packaging or proof of purchase may experience delays in processing.
4. CHANGE OF MIND CANCELLATIONS
4.1 Customers purchasing online may have cancellation rights under applicable consumer legislation.
4.2 Subject to applicable exclusions, customers may generally cancel eligible orders within 14 days of receiving goods.
4.3 Customers must notify us clearly of cancellation requests before the cancellation period expires.
4.4 Customers may be required to return goods before refunds are processed.
4.5 Returned goods should be:
4.5.1 appropriately packaged;
4.5.2 returned with accessories where applicable;
4.5.3 returned with proof of purchase; and
4.5.4 returned promptly following cancellation.
4.6 Refunds are generally processed within 14 days of:
4.6.1 receiving returned goods; or
4.6.2 receiving evidence that goods have been returned.
4.7 Deductions may apply where products have been handled beyond what would reasonably be permitted in a retail environment, subject always to applicable law.
4.8 Certain products may be exempt from cancellation rights including personalised products and hygiene-sensitive items once opened where legally permitted.
5. FAULTY GOODS
5.1 If goods are faulty, damaged or not as described, please contact Customer Services.
5.2 Depending on the circumstances, you may be entitled to:
5.2.1 repair;
5.2.2 replacement;
5.2.3 refund;
5.2.4 price reduction.
6. REFUNDS
6.1 Refunds will usually be made using the original payment method.
6.2 Delivery charges may only be refunded where required by law.
6.3 Enhanced delivery upgrades may not be refundable.
7. RETURN SHIPPING
7.1 Customers may be responsible for return shipping costs unless:
7.1.1 goods are faulty;
7.1.2 incorrect items were supplied;
7.1.3 otherwise required by law.
8. EXCESSIVE RETURNS
We reserve the right to refuse returns or suspend accounts where excessive or abusive return patterns are identified.
