If your item was faulty or damaged on arrival, please contact our Customer Support team on +44 (0)1437 741700 within 48 hours of receipt and follow the returns process stated below and we will organise a replacement. We have a FREEPOST address for such occurrences.
Returns Policy: if you would like to return a product, please follow the steps below within 10 days of receipt:
1. In all cases, please advise us of the reason for the return. You may do this by contacting our Customer Support team on +44 (0)1437 741700 or by e-mailing us at firstname.lastname@example.org; or, you may include a letter with the returned item.
2. Use the original packaging to repack your return(s), ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a re-saleable condition.
3. The address for returns is: RETURNS DEPARTMENT, FRIO UK Ltd, PO Box 10, Haverfordwest, SA62 5DY.
4. Repack the parcel and take it to the Post Office within 10 days of receipt. Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting should your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID. We are unable to make refunds on returns that do not reach us.
We will make a refund to the card you used to purchase your goods. This should appear on your card approximately 7 working days from receipt of the goods and we will email you once we have processed your refund.