Refund policy

Return & Refund Policy — FreyaVibe Store
Last Updated: May 2026 | Contact: hello@freyavibestore.com

Overview
FreyaVibe Store is a UK-based online store focused on family, lifestyle, fashion, and personalised products. We are committed to your satisfaction. We work with trusted international fulfilment and logistics partners, and our policy reflects the honest terms each partner operates under. Your statutory rights are never affected by this policy.

For UK customers: if any part of this policy appears more restrictive than your statutory rights, your UK statutory rights will always take priority.

1. Return Windows by Product Type

Internationally Fulfilled Products (clothing, bags, jewellery, shoes, kids wear):
- Please report damaged, defective, or incorrect items as soon as possible, ideally within 7 days, with photo or video evidence. This does not affect your statutory rights.
- Non-delivery: eligible for refund after 60 days from dispatch (45 days for USA)
- Change-of-mind returns for internationally fulfilled products may be limited, subject to applicable statutory rights in the customer's country of residence.
- For certain internationally fulfilled products, we may provide a refund or replacement without requiring a physical return.

Print-on-Demand Products (custom branded items, t-shirts, caps, totes):
- Made to order — change of mind returns not accepted
- Defective or misprinted items: report within 30 days with photo evidence
- Remedy: free reprint or full refund

Brand Partner Products (fashion, skincare, watches, perfumes, and other branded items):
- Return window: 30 days from delivery
- Unused, unworn, original packaging with tags
- Eligibility varies by brand partner — advised case by case
- Customer pays return shipping unless defective

2. Eligibility Conditions (All Products)
- Reported within applicable window
- Unused, unworn, original condition
- Original tags and packaging intact
- Valid proof of purchase
- Photo or video evidence where required

3. Non-Returnable Items
- Change-of-mind returns for internationally fulfilled or made-to-order products (subject to applicable statutory rights)
- Items ordered in the wrong size, colour, or variant by the customer may not qualify for free return shipping or free replacement, subject to applicable statutory rights
- Opened fragrance, cosmetic, or personal-care items unless faulty, for hygiene and safety reasons
- Customised or personalised items
- Perishable goods
- Gift cards
- Final sale or clearance items
- Digital downloads
- Items damaged by customer misuse

4. How to Request a Return or Refund
Email hello@freyavibestore.com with your order number, description of issue, and photos or videos. We respond within 2 business days. Please contact us before returning any item so we can assist you with the correct return process.

5. Return Shipping
- Customer pays unless item is damaged, defective, or incorrect
- Return shipping costs are non-refundable unless required by applicable consumer protection laws
- For certain internationally fulfilled products, we may provide a refund or replacement without requiring a physical return
- Brand partner products: return instructions provided case by case

6. Refunds
Approved refunds are processed to the original payment method within 10 business days.

7. Delayed or Lost Orders
- Non-delivery: eligible for refund after 60 days from dispatch (45 days for USA)
- If tracking shows delivered but item not received, additional documentation may be requested to assist with carrier investigations
- Delays caused by events outside our reasonable control may affect shipping timelines and resolution times
- Claims for lost parcels may require confirmation from the relevant shipping carrier before a replacement or refund can be considered

8. Your Statutory Rights by Country
🇬🇧 UK: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 apply. 14-day cancellation right from delivery. 30-day right to reject faulty goods. Made-to-order items are exempt under Regulation 28(1)(b). Your statutory rights are not affected by this policy.
🇺🇸 USA: No federal return right. Our policy governs. State consumer protection laws apply. California residents have additional CCPA rights.
🇨🇦 Canada: Ontario Consumer Protection Act 2002, BC Business Practices and Consumer Protection Act, and Quebec Consumer Protection Act all apply where relevant.
🇮🇳 India: Consumer Protection Act 2019 and Consumer Protection (E-Commerce) Rules 2020 apply. You are entitled to a refund for defective, damaged, or incorrectly described products.
🇦🇺 Australia: Australian Consumer Law (ACL) applies. Goods must be of acceptable quality, fit for purpose, and match their description. For major failures, you are entitled to a refund or replacement. For minor failures, FreyaVibe Store will provide a repair, replacement, or refund at our discretion. These rights cannot be excluded or limited by this policy.

9. Exchanges
No direct exchanges. Return the eligible item and place a new order.

10. Customs & Import Duties
Customs and import duties are non-refundable by FreyaVibe Store. Orders refused due to unpaid customs charges may be subject to return shipping and handling deductions from any eligible refund. Contact your local customs authority for reclaim options.

11. Governing Law
Laws of England and Wales govern this policy. Local consumer protection laws take precedence where they provide greater rights.

12. Changes to This Policy
"Last Updated" date reflects most recent changes. We reserve the right to update this policy at any time without prior notice.

Contact Us
Email: hello@freyavibestore.com
Address: FreyaVibe Store, 10 Hanger Lane, London, W5 3HH, United Kingdom
Website: freyavibestore.com
Business Hours: Monday–Friday, 9am–5pm (UK Time)