Refund Policy
Last updated: August 17, 2026
At Fraîcheo, we want you to be satisfied with your purchase. This Refund Policy explains when refunds may be issued, how they are processed and what to expect after a refund has been approved.
Refund Eligibility
Refunds may be available in circumstances including:
- An approved return that has been received and inspected
- A product that arrives damaged or faulty
- An incorrect product being delivered
- An eligible order cancellation
- Other circumstances where a refund is required under applicable consumer protection law
If your request involves returning a product, please review our Returns Policy and contact our customer support team before sending the item back.
How to Request a Refund
To request assistance with a refund, contact us at support@shopfraicheo.com and provide:
- Your order number
- The product concerned
- The reason for your request
- Clear photos or videos where the item is damaged, faulty or incorrect
Our support team will review your request and let you know the appropriate next steps.
Refunds for Returned Items
Where a return is required, refunds are normally processed after the returned product has been received and inspected.
Once the inspection is complete, we will notify you whether your refund has been approved.
If approved, the eligible amount will be refunded to your original payment method.
EU Right of Withdrawal
If you are a consumer located in the European Union, you may have a legal right to withdraw from certain online purchases within 14 days without providing a reason, subject to applicable exceptions.
Where the statutory right of withdrawal applies, we will provide any refund required under applicable consumer law. We may withhold reimbursement until the returned goods have been received or until you provide evidence that the goods have been sent back, where permitted by law.
Any mandatory consumer rights available to you under applicable law are not limited by this Refund Policy.
Damaged, Faulty or Incorrect Products
If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.
Please provide your order number along with clear photos or videos showing the issue. Photos of the packaging may also be requested if your parcel arrived damaged.
After reviewing the issue, we will advise you of the available solution in accordance with applicable law. Depending on the circumstances, this may include replacement, repair, partial refund or full refund.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will do our best to accommodate cancellation requests before an order has been processed or dispatched. However, we cannot guarantee cancellation once an order has entered the shipping process.
If your order has already been dispatched, you may need to follow our Returns Policy or exercise any applicable statutory cancellation rights.
Refund Method
Approved refunds are normally returned to the same payment method used for the original purchase.
We cannot normally issue a refund to a different card, bank account or payment method.
Refund Processing Times
After we approve and process your refund, the time required for the funds to appear in your account will depend on your bank, card issuer or payment provider.
Please note that financial institutions may require additional processing time after a refund has been issued by Fraîcheo.
Shipping Costs
Whether original or return shipping costs are refundable will depend on the reason for the refund and any rights you have under applicable consumer law.
Where an EU statutory right of withdrawal applies, eligible standard delivery costs will be refunded as required by law. Additional costs resulting from choosing a more expensive delivery method than the standard option may not be refundable.
Partial Refunds
In certain circumstances, a partial refund may be offered where appropriate and permitted by applicable law.
Any reduction in a refund will be assessed based on the circumstances of the order and will not affect rights that cannot legally be excluded or limited.
Missing or Delayed Refunds
If you have received confirmation that your refund has been processed but have not yet received it, please:
- Allow sufficient time for your payment provider to process the refund
- Check your bank or card account again
- Contact your bank, card issuer or payment provider if necessary
If you have completed these steps and still cannot locate your refund, please contact us at support@shopfraicheo.com.
Consumer Rights
Nothing in this Refund Policy is intended to exclude, restrict or reduce any mandatory consumer rights available to you under applicable law.
Contact Us
If you have questions about a refund, please contact our customer support team at:
Our customer support team aims to respond within 24 hours, Monday to Friday.
Fraîcheo