Return and Refund Policy

At Frasken, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help.

1. Return Window

You have 30 calendar days from the date of delivery to request a return. An order is considered delivered based on the tracking status provided by the carrier.

2. Condition of Items

To be eligible for a return, your item must meet the following criteria:

• It must be unused and in the same condition that you received it.
• It must be in the original packaging.
• It must include all tags, manuals, and accessories that came with the product.

3. UK & EU Cooling-off Period

In accordance with local regulations, customers in the UK have the right to cancel their order within 14 days of delivery for any reason. This does not apply to personalised or sealed hygiene products once unsealed.

4. How to Start a Return

To initiate a return, please email us at info@frasken.com with your order number and reason for return. Once approved, we will provide you with a Return Authorization (RMA) and instructions. Do not send items back without prior authorization.

5. Return Shipping Costs

• Defective or Damaged Items: We will cover reasonable return shipping costs or provide a prepaid label.
• Change of Mind: For non-faulty returns, the customer is responsible for paying the return shipping costs.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original payment method within 5–10 business days.

7. Contact & Address

All approved returns must be sent to our central correspondence address:
Address: 48 McKenzie Court, Maidstone, Kent, ME14 1JU, United Kingdom
Email: info@frasken.com