At Frellio, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
30-Day Return Policy
We offer a 30-day return period, meaning you may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
- be in its original condition;
- be unused and undamaged beyond what is necessary to inspect it;
- include all original parts and accessories;
- be returned in the original packaging whenever reasonably possible;
- be accompanied by proof of purchase (order confirmation or receipt).
To request a return, please contact us at support@frellio.com before sending your item back.
Returns should be sent to:
Frellio – Returns Department
Paleju iela 10
Ikšķile, LV-5052
Latvia
Please do not return any items without first contacting us so we can provide return instructions.
Return Shipping Costs
Unless the item is faulty, damaged, defective, or incorrectly delivered, customers are responsible for the cost of return shipping.
We encourage thoughtful purchasing to help reduce unnecessary transportation and its environmental impact.
If your return is due to our error or because the product arrived damaged or defective, we will arrange an appropriate solution at no additional cost to you.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your order arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery at support@frellio.com.
To help us resolve the issue as quickly as possible, please include:
- your order number;
- photographs of the product;
- photographs of the packaging (including any visible damage);
- photographs of the shipping label, if applicable.
We will review your claim promptly and provide an appropriate solution, which may include replacement parts, a replacement product, repair, or a refund where applicable.
Non-Returnable Items
The following items cannot be returned unless they are faulty or do not conform to the order:
- custom-made or personalized products;
- products manufactured according to your individual specifications;
- items that have been used beyond what is necessary to inspect them.
If you are unsure whether your item is eligible for return, please contact us before initiating a return.
Exchanges
We do not offer direct exchanges.
If you would like a different product, please return the original item in accordance with this policy and place a new order once your return has been approved.
European Union Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.
At Frellio, we voluntarily extend this period and allow returns within 30 days of delivery.
To exercise your right of withdrawal, simply notify us before the applicable return period expires by contacting support@frellio.com.
Returned products should be in the condition described above. Under EU consumer law, you may inspect the goods as you would in a physical store, but you are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Please note that the statutory right of withdrawal does not apply to custom-made or personalized products manufactured according to your specifications.
Refunds
Once we receive your returned item, we will inspect it and notify you of the outcome.
If your return is approved, your refund will be issued to your original payment method within 10 business days.
Depending on your payment provider, it may take additional time for the refunded amount to appear in your account.
If you have not received your refund within 15 business days after approval, please contact us at support@frellio.com