General Return/Exchange Guidelines
- Please contact us at email@example.com prior to sending any returns/exchanges back to us.
- All returns/exchanges must include any accessories, documentation, etc., that was originally shipped with the product.
- If your return/exchange, please contact us for details on proper shipping procedures.
- Returns/exchanges may take up to 2-4 weeks to process, not including shipping times.
- You will be responsible for paying for your own shipping costs for returning your item.
HOW DO I RETURN AN ITEM?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from https://fraynyc.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in the acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Our return address is located in Wanchai, Hong Kong, please email us to request a full return address when you need to return items.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without a receipt may be refused. Fraynyc reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
you receive a faulty unit or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team to start the return process. Please include the following information:
Proof of purchase
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
To return your product, you should send us an email at firstname.lastname@example.org,We will explain in the email what to do.
RETURN TO SENDER PACKAGES: Fraynyc will not be held liable for packages that are returning to sender.
Customers are advised to carefully enter the correct addresses; otherwise, the package will not be delivered.
Once items are received at the warehouse, we can repack, re- label, and reship them. However, you need to understand that doing so requires an additional cost. Processing and shipping cost is usually half the order total...so please be careful on the information that you provide.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of Shipping & Handling will be deducted from your refund, and a 30% Refund Processing Fees will apply too.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.
Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the Total Price regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that orders can only be edited or canceled within 24 hours of ordering and that any orders that have already been packed or shipped can no longer be canceled.
HOW TO ENSURE YOUR REFUND?
Send us an email stating your concern and attach a picture of the item(s) showing the size tag and its original packaging within 48 hours upon receipt of the order to get a replacement or refund. Note: Our team will inspect / verify the photo(s) before we issue out a replacement.
Fraynyc reserves the right to refuse any replacement and refund if it does not meet the above criteria. Late or missing refunds (if applicable): If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted.