Returning a Product?

What is Covered?

1. Defective or Damaged Products: If you receive a product that is defective or damaged upon arrival, you can return it for a full refund or exchange.

2. Product Mismatch: If the delivered product does not match the description or images on our website, you are eligible for a return.

3. Incorrect Size or Fit: Applicable for clothing and footwear, returns are accepted if the size or fit is not as expected.

4. Missing Parts: If the product is missing parts or components as per the description, you can return it.

5. Performance Issues: Products that don’t perform as advertised can be returned.

6. Gift Returns: Unwanted gifts can be returned, provided they are unopened and in their original condition.

7. Return Period: You may return products purchased within 7 days, provided they meet the criteria mentioned above.

What is Not Covered?

1. Normal Wear and Tear: Issues due to normal wear and tear will not be considered for returns.

2. Unauthorised Repair or Modification: Any products that have been modified or repaired by anyone other than froot™ authorised personnel.

3. Expired Return Window: Returns requested beyond our specified return window 15 days will not be accepted.

4. Improper Use or Misuse: Damage from improper use or misuse of the product.

5. Product Disposal: Products disposed of or discarded by the customer cannot be returned.

Return Process

1. Initiating a Return: To initiate a return, please log in to your account on our platform. Once logged in, proceed to the 'Returns' section. Here, you'll find a list of your recent orders. Select the order you wish to return and choose an appropriate reason for the return from the dropdown menu of options provided. This helps us to process your return efficiently and improve our services.

2. Return Review: Once you've submitted your return request, our dedicated team will promptly review it to ensure it aligns with our policy criteria. Following this review, we will inform you whether your request has been approved or rejected. This decision will be based strictly on our established return policy guidelines to ensure fairness and consistency.

3. Parcel Collection: After your return request has been approved, you will receive a confirmation email sent to the email address associated with your account. Following this, you'll receive a subsequent email from our courier service, which will include the necessary waybill details. This waybill will be essential for your return shipment, so please ensure you follow the instructions provided carefully.

4. Return Review: As soon as your returned product arrives at our warehouse, our team will conduct a thorough review. If, for any reason, the refund is not approved based on our return policy criteria, we will arrange to have the product shipped back to your address.

5. Refunds: Once your return is accepted following our review, our team will immediately initiate the refund process. Please allow for a period of 7 to 12 working days for the refunded amount to be reflected in your account. This timeframe is in place to ensure the refund is processed efficiently and in full compliance with our refund policy guidelines. Rest assured, we are committed to ensuring that your refund is handled smoothly and promptly.

6. Exchanges: At this stage in our process, please note that we do not offer the option for product exchanges. Our current policy is focused on processing returns and issuing refunds where applicable. For acquiring a different product, a new order would need to be placed.

7. Tracking Your Returns: Easily monitor the progress of your return by visiting our Returns page. Just log in to your account, and select 'Returns' from the menu to stay updated on the status of your return request.

Please note that froot™ reserves the right to refuse returns that do not comply with our policy. This policy is subject to change without notice.

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