Refund policy

At Freyza, we are committed to providing quality products. If you are not entirely satisfied with your purchase, we offer a transparent 30 day return process.

Return Eligibility & Window

• Timeframe: You may initiate a return within 30 days of the delivery date.

• Condition: Items must be returned unused, in the same condition as received, and with all original packaging, tags, and accessories intact.

• Restocking Fee: We do not charge a restocking fee (£0).

Return Shipping Costs

Defective or Incorrect Items: 
If your order arrives damaged, faulty, or contains the wrong item, Freyza 
will cover all return shipping costs. Contact us at info@freyza.com with 
photos of the issue, and we will provide a prepaid return shipping label.

Customer Remorse (Change of Mind):

• United Kingdom: You are responsible for return shipping costs. 
  
  
• United States: You are responsible for return shipping costs, which 
    typically range from $20-50 USD for international return shipping. 
    We recommend using a trackable service.
  
  
• Important: Due to high international return shipping costs, we encourage 
  US customers to contact us at info@freyza.com before initiating returns 
  to explore solutions.

Return Address

Do not return items without contacting us first. Once approved, we will provide the appropriate return address. Returns sent without authorization may not be processed.

Refunds

Once your return is received and inspected to verify it meets our criteria, we will process your refund.

• Method: Refunds are issued to the original payment method.

• Timing: Once your return is received and inspected, approved refunds are processed within 7 days to the original payment method.

Partial Refunds

We reserve the right to issue a partial refund or deny a refund if:

- Items are returned not in original condition, damaged, or with missing parts for reasons not due to our error

- Items are returned more than 30 days after delivery

- Items show signs of use beyond what is necessary to inspect the product

How to Start a Return

1. Contact Support: Email us at info@freyza.com with:
   • Your order number
   • Reason for return
   • Photos of the item (required for damaged/defective claims)

2. Receive Instructions: We will provide the return address and shipping 
   instructions. For defective items, we will send a prepaid return label.

3. Prepare Package: Securely pack the item in its original box, ensuring 
   all contents are included.

4. Ship: Follow our instructions and use a trackable shipping service. 
   Retain your tracking number.

Exchanges

Yes. We accept exchanges within 30 days of delivery, subject to product availability. Customers must contact us first to receive return and exchange instructions, please contact us at info@freyza.com. Our team will guide you through the process.

Non-Returnable Items

Certain goods may be exempt from being returned due to hygiene or safety standards. These items will be clearly identified as "Non-Returnable" on the product page.

Customs & Duties on Returns (US Customers)

If you paid customs duties or import taxes on your order:

• We cannot refund customs duties or import taxes paid to US Customs
• You may claim a refund directly from US Customs for refused or returned shipments
• Contact US Customs and Border Protection for duty refund information

UK Consumer Rights

For customers in the United Kingdom: Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. You have the right to cancel your order within 14 days of receiving goods for any reason. Our 30 day return policy is in addition to your statutory rights.

Contact Us

Email:
info@freyza.com

Customer Support Hours: 
9 Am to 5 Pm Between Monday to Friday

Time zone: 
(GMT) Greenwich Mean Time (London)

Response Time: 
We aim to respond to all inquiries within 1–2 business days.