Return Policy

Returns and Refunds Policy

Our returns and refunds policy has been designed to provide clear and customer-friendly rules while also protecting our business. Most products can be returned within 30 days of the delivery date. We guide you through a simple and efficient process tailored to your needs. Please read each section carefully to understand the conditions, time limits and your responsibilities.

1. Overview of Our Returns Policy

Most products can be returned within 30 days of the delivery date. Returns are inspected and must meet our conditions to qualify for a refund. Return shipping costs are the customer's responsibility, unless the product is defective or the wrong item was delivered.

All refunds are processed within 5–7 business days after we have received the returned item and approved the return.

2. Return Conditions

To ensure a smooth and hassle-free return process, each product must meet the following conditions:

The product is unused, unworn, unwashed and in its original condition.

All original tags are intact and attached.

The product is in its original packaging, including all accessories, instructions and included parts.

The product shows no signs of use, damage caused by misuse or damage resulting from improper handling.

For hygiene products, hygiene seals must remain intact, where applicable.

Defective or damaged products:

Report the issue within 7 days of delivery and include photos as evidence.

Provide the order number, a description of the issue and clear photos showing the defect.

Incorrect item received:

Report the issue immediately and include photos as evidence.

Provide the order number, the name of the product ordered and photos of the item received.

Products that cannot be returned:

Opened cosmetics, underwear, swimwear and personal hygiene products for hygiene reasons.

Products without original tags or in non-original packaging.

Products showing signs of use, wear or damage.

Gift cards and downloadable digital products.

Custom-made or personalised products.

3. Registering a Return

IMPORTANT: All returns must be registered before you send the item back. We cannot accept or process unregistered returns.

Please note: Returns are processed through our designated returns centre. Our customer service team will provide the exact return address once your return has been approved. Do not send products to any other address.

To request a return or refund:

Email our customer service team at info@frigentra-usa.shop within 30 days of delivery.

Include the following information:

Your order number.

The reason for the return.

Photos of the product, if applicable.

Wait for our response. We will respond within 24 business hours and provide you with:

A return authorisation number.

The return address.

Instructions for packaging the product.

Any tracking number requirements.

Do not ship the product until you have received authorisation. Use a shipping service that allows you to track the shipment.

Send us the tracking number once the package has been shipped.

Important:

Do not return products without registering the return in advance.

Unregistered returns cannot be identified in our system and may not be accepted or refunded.

Keep your shipping receipt and tracking number until the refund process is complete.

4. Return Shipping Costs

Please note: Do not ship a return before receiving approval and the return address from our team.

Standard returns (for example, when you change your mind):

You are responsible for the full cost of return shipping.

Once approved, we will provide you with the correct return address.

Use only a shipping service that provides tracking and shipping insurance, such as FedEx, UPS, DHL or your local postal service.

Send us the tracking number once the package has been shipped.

Keep the tracking number and shipping receipt until the refund has been completed.

Defective, damaged or incorrectly delivered products:

Contact us at info@frigentra-usa.shop and include photos as evidence. For approved claims, we may be able to resolve the issue without requiring you to return the product.

Depending on the situation, we will send a replacement product or refund the purchase price. We will let you know whether the original product needs to be returned.

Return address: The return address will be provided once your return has been approved. Do not ship any products before receiving instructions from our team.

5. Inspection and Refund Processing

Inspection process:

Returned products are inspected within 5–7 business days of arriving at our returns centre.

Products must meet all conditions in Section 2.

If a product fails inspection, for example due to signs of use, missing tags or damage, we will notify you by email.

Approved returns:

The refund will be issued to the original payment method within 5–7 business days.

Original shipping costs are non-refundable unless the return is due to an error on our part.

Express shipping costs are non-refundable.

If a product fails inspection:

If the product does not meet the return conditions, you will receive:

An email explaining why the return was rejected.

The option to have the product sent back to you at your own expense.

The possibility of a partial refund, at our discretion.

Refund method:

All refunds are issued through the original payment method.

Refunds to a payment card usually appear within 5–10 business days, depending on your bank.

PayPal refunds usually appear within 3–5 business days.

6. Exchanges and Replacement Products

6.1 Standard Exchanges

We do not offer direct exchanges for standard returns. If you need a different size, colour or product:

Return the original product according to the procedure in Section 3.

Place a new order for the item you want.

This allows us to process your request faster and ensures that the desired product is available.

6.2 Keep & Exchange Programme (Size or Colour Exchange)

We offer a Keep & Exchange Programme for customers who need a different size or colour without going through the full return process.

How does it work?

Provide your order number and the desired size or colour.

Pay USD 25 for shipping the replacement product.

You may keep the original product. You do not need to send it back.

Conditions:

The programme applies only to size or colour exchanges.

You must submit your request within 30 days of delivery.

The original product must be unused and in its original condition. You may keep it.

Participation in the programme is subject to stock availability.

If the replacement product is unavailable, you will receive a full refund or store credit.

Why choose this option?

International returns can be expensive and, depending on the location and carrier, may take several weeks. The Keep & Exchange Programme saves time and money and helps you receive the correct product sooner.

If we sent the wrong product:

If we sent the wrong size or colour due to our error, we will cover the exchange costs. Contact us within 7 days and include photos clearly showing the issue.

Prefer a traditional return?

You may return the original product and receive a full refund according to the procedure in Section 3. Return shipping costs are the customer's responsibility.

6.3 Defective, Damaged or Incorrectly Delivered Products

Send us photos of the issue within 7 days of delivery.

You do not need to return the product. You may keep it, give it away or dispose of it responsibly.

We will send a replacement product free of charge or refund the full amount, including the original shipping costs. You may choose whichever solution you prefer.

Once the claim has been approved, replacement orders are processed immediately.

7. Order Cancellation and Right of Withdrawal

Cancellation before shipping:

You may cancel your order within 24 hours of placing it.

To do so, contact us immediately at info@frigentra-usa.shop.

Orders are processed automatically and can no longer be cancelled once they have been shipped.

Cancellation after shipping:

If the order has already been shipped, cancellation is no longer possible.

Wait until the order has been delivered and then follow the return procedure in Section 3.

Our standard returns policy applies.

8. Consumer Rights by Country

Your statutory consumer rights depend on the country in which you live and are not restricted by this policy. If applicable local law grants you other rights, those statutory rights take precedence.

EU/EEA: A 14-day right of withdrawal may apply under local law.

United Kingdom: A 14-day withdrawal period may apply.

Australia: Consumer guarantees under the Australian Consumer Law may apply.

Canada: Rights under provincial legislation may apply.

New Zealand: Rights under the Consumer Guarantees Act may apply.

United States: Consumer rights applicable in the relevant state may apply.

9. Contact

If you have questions about returns or refunds, please contact us:

Email: info@frigentra-usa.shop

Opening hours: Monday–Saturday, 9:00 AM–5:00 PM CET

Response time: within 24 business hours

10. Company and Legal Information

Store name: Frigentra

Website: https://frigentra-usa.shop

Email: info@frigentra-usa.shop

Opening hours: Monday–Saturday, 9:00 AM–5:00 PM CET

11. Changes to This Policy

We reserve the right to amend this policy at any time. Any changes will be published on this page, together with an updated date indicating when the policy was last revised.

If you continue to use our website after changes have been published, this means you accept the updated policy.