Refund policy

Returns, Cancellations and Refund Policy

This policy applies to online purchases made from DeFrixo.

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return, unless a different legal cancellation right applies.

This policy does not affect your statutory rights.

How to request a return or cancellation

To request a return, or to cancel an order that has not yet been dispatched, please sign in to your customer account using the same email address used to place the order:

https://shopify.com/98789294462/account

After signing in, open your order and choose the available option:

Return items — for items that have already been delivered and are eligible for return.

Cancel items — for items that have not yet been dispatched and are eligible for cancellation.

We will review your request and contact you with the next steps. Where your request is made under your UK or EU statutory cancellation rights, it will be handled in accordance with those rights.

Where required by law, we will send confirmation that we have received your cancellation or return request by email or another durable medium.

You can also contact us with any questions at support [@] defrixo [.] com.

Returns under our 30-day return policy

To be eligible for a return under our 30-day return policy, your item must be in the same condition that you received it, unused, with all parts, accessories, manuals, and original packaging included where possible. You will also need your order number, receipt, or other proof of purchase.

Please do not send items back to us before your return request has been accepted.

If your return is accepted, we will provide instructions on how and where to send your package.

Returns may need to be sent to:

DeFrixo
107 Portugal Street
Glasgow
G5 9AL
United Kingdom

Items sent back to us without first requesting a return may not be accepted.

Return shipping

For change-of-mind returns, you are responsible for the cost of returning the item unless we confirm otherwise or unless the law requires otherwise.

If we provide a return shipping label for a change-of-mind return, the cost of the return label may be deducted from your refund, unless we confirm that the return shipping is free.

If the item is faulty, damaged, incorrect, or not as described, we will deal with the issue in accordance with your statutory rights.

Damages, faults, and incorrect items

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged, incorrect, or not as described. We will evaluate the issue and work to make it right.

Exceptions / non-returnable items

Certain items cannot be returned unless they are faulty, damaged, incorrect, or not as described.

This may include:

Custom, personalised, or specially made products
Gift cards
Items that have been used, damaged after delivery, or returned incomplete
Items not returned in a condition suitable for resale, unless the issue is covered by your statutory rights

Please contact us if you have questions about a specific item.

This does not affect your statutory rights.

Exchanges

The fastest way to make sure you get the item you want is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

UK and EU 14-day cancellation rights

If you are a consumer in the United Kingdom or European Union, you may have the right to cancel your online order within 14 days of receiving the goods, without giving a reason.

If your order is delivered in separate parcels or multiple parts, the 14-day period normally starts from the day you receive the last item in the order.

To exercise this right, please tell us within the 14-day period. You can do this through your customer account:

https://shopify.com/98789294462/account

After signing in, open your order and choose the available option:

Cancel items — if the order has not yet been dispatched.

Return items — if the order has already been delivered.

After telling us that you want to cancel your order, you normally have another 14 days to send the goods back.

Goods should be returned unused, with all parts and accessories included, and in the original packaging where possible. You may inspect the goods in the same way you would in a shop, but we may make a deduction from your refund if the goods have been handled more than necessary and this reduces their value.

Refunds for UK and EU cancellation rights

If you cancel your order under your UK or EU statutory cancellation rights, we will refund the price paid for the goods and the standard delivery cost, where required by law.

If you chose a more expensive delivery option, such as express delivery, we are only required to refund the cost of the standard delivery option.

You are responsible for the cost of returning the goods unless the item is faulty, damaged, incorrect, not as described, or unless we have agreed otherwise.

We may wait to issue the refund until we have received the goods back or until you provide evidence that you have sent the goods back, whichever happens first.

Refunds

We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved.

If approved, the refund will be made to your original payment method.

For accepted returns under our 30-day return policy, we aim to process approved refunds within 10 business days.

For UK and EU statutory cancellation rights, refunds will be processed within the legal timeframe after we receive the returned goods or evidence that the goods have been sent back.

Please remember that it can take additional time for your bank, card provider, or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support [@] defrixo [.] com.

Model cancellation statement

You may also contact us with a clear statement using the wording below:

I hereby give notice that I cancel my order for the following goods:

Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email address:
Date: