RETURN POLICY
RETURN & REFUND POLICY
We want you to be completely satisfied with your purchase. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
1. Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- The item must be in the same condition that you received it, unused, with tags (if applicable), and in its original packaging.
- You must provide the receipt or proof of purchase.
- For Picky Pads: Items that have been picked, peeled, or significantly altered from their original state are not eligible for return.
Non-returnable items: We cannot accept returns on sale items, gift cards, or personalized items. Please get in touch if you have questions or concerns about your specific item.
2. Return Process
To start a return, you must contact us first at info@fraynyc.com.
Please DO NOT send your return to the address on your package or the business address listed on our website. That is not our return warehouse and your package may be lost.
If your return is accepted, we will send you the correct return shipping address and instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.
3. Return Shipping Costs
- Defective/Damaged/Wrong Item: If the return is due to our error (you received an incorrect or defective item), we will cover the return shipping cost.
- Customer Remorse: If you are returning the item because you changed your mind or simply don't like it, you (the customer) are responsible for paying the shipping costs to our designated return warehouse. Shipping costs are non-refundable.
4. Restocking Fee
We do NOT charge any restocking fees for returns.
5. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at info@fraynyc.com.
6. Cancellations
We accept order cancellations before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out.
7. Damaged or Defective Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
8. Contact Information
If you have any questions about our return policy, please contact us:
Email: info@fraynyc.com
Phone: +852 9290 8246
Business Address: FLAT/RM P 4/F, LLADRO CENTRE, 72 HOI YUEN ROAD, KWUN TONG, HONG KONG
(Note: This is our office address, not the return address. Please contact email for returns.)
