Returns Policy 2017-07-04T18:19:30+00:00

RETURNS POLICY

Whilst we hope that you will be delighted with your order, you are entitled to cancel your order if you notify us in writing within 7 days of placing the order. If the goods have already been despatched, you must return them to us at your own expense. Once we have received the item we will then process your refund.

You can return products for a refund if you return the item(s) to us within 10 working days of receipt, however the cost of returning the item(s) is at your expense.

Returned products must be in their original packaging, with instructions and all parts included, in a fully resaleable condition. Items must not have been used or activated in any way. FRIO UK Ltd reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.

Please advise us of the reason for the return. You may do this contacting our Customer Support team on  +44 (0)1437 741700 or by e-mailing us at admin@friouk.com; or you may include a letter with the returned item.

Your return and refund will be processed within 5 working days from the date the goods are received into our warehouse.

The parcel and its contents are your responsibility until they are received at our warehouse – therefore we recommend you use a registered postal service and retain proof of postage. FRIO UK Ltd is not responsible for returned goods being lost or damaged in transit. Please use the original packaging to repack your returns, 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 resaleable condition.

Returning products 

If something is not right and 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 contacting our Customer Support team on  +44 (0)1437 741700 or by e-mailing us at admin@friouk.com; or you may include a letter with the returned item.

2. Use the original packaging to repack your returns, 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 resaleable 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 if your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID.

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.

Faulty or damaged items

If your item was faulty or damaged on arrival, please contact our Customer Support team on 01437 741700 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement. We have a FREEPOST address for such occurrences.

Incorrect items

Every so often mistakes do happen, but we do our best to sort them out as quickly and smoothly as possible. If you have received an incorrect item in your order, please contact our Customer Support team on +44 (0)1437 741700 within 48 hours of receipt and follow the returns process stated above and we will organise a replacement. We have a FREEPOST address for such occurrences.

Incomplete orders

Every so often mistakes do happen, but we do our best to sort them out as quickly and smoothly as possible. If something is missing from your order, please contact our Customer Support team on  +44 (0)1437 741700 within 48 hours of receipt and we will check your order and despatch any missing item(s) the same day.

Processing of refunds

We will process your return and refund within 3-5 days of receipt of the item. Please note that the refund can only be made to the card you used to purchase your goods. The refund should appear on your statement approximately 7 working days from date of processing refund. We will email you once we have processed your refund.

Returns address 

The address for returns is:

RETURNS DEPARTMENT

FRIO UK Ltd
PO Box 10
Haverfordwest
SA62 5DY

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