Refund and Returns Policy for franckrefined.com
Effective Date: October 15, 2024
At Franck Refined, we strive to ensure our customers are completely satisfied with their purchases. If you are not entirely happy with your order, our Refund and Returns Policy outlines how we handle returns and refunds.
1. Return Eligibility
To qualify for a return, the following conditions must be met:
- The item must be unused and in its original condition and packaging.
- You must initiate the return within 30 days from the date of purchase.
- Proof of purchase, such as an order number or receipt, is required for all returns.
- Certain items, such as personalized or hygiene-related products, may be non-returnable unless defective or damaged.
2. How to Initiate a Return
To begin the return process, please follow these steps:
- Contact Us: Reach out to our customer service team at info@franckrefined.com or call us at (732) 262-3380. Include your order number and reason for return.
- Return Authorization: After reviewing your request, we will provide you with a Return Authorization Number (RAN) and detailed return instructions.
- Return Shipping: You are responsible for return shipping costs unless the return is due to an error on our part (e.g., receiving a defective or incorrect item).
3. Refunds
After receiving and inspecting your returned item, we will process your refund. The following guidelines apply:
- Refund Method: Refunds will be issued to the original payment method used during the purchase.
- Processing Time: Refunds will be processed within 7-10 business days from receiving the returned item. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.
- Refund Amount: You will receive a full refund for the purchase price of the item(s), excluding any shipping fees. Shipping costs are non-refundable unless the return is due to an error on our part (such as an incorrect or defective product).
4. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of receiving the product. We will:
- Provide you with a pre-paid return shipping label.
- Offer you a replacement or full refund, including any shipping charges.
To ensure a smooth process, please include photos of the damaged or defective item when contacting us.
5. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the item following the return process to receive a refund and place a new order for the desired item.
If the new item is defective or damaged, we will assist you with a return or replacement.
6. Non-Returnable Items
The following items are non-returnable unless they are defective or damaged:
- Personalized or custom-made products.
- Gift cards.
- Hygiene-related products (if applicable).
- Items marked as non-returnable on the product page.
7. Return Shipping Costs
- You are responsible for the cost of return shipping, except in cases where the return is due to an error on our part (e.g., wrong or defective item).
- Shipping fees for returned items are non-refundable.
8. Refund for Sale Items
Sale or clearance items are not eligible for refunds unless the item is defective or damaged.
9. Contact Us
If you have any questions or need assistance with your return or refund, please contact us:
- Email: info@franckrefined.com
- Phone: (732) 262-3380
- Address: 13 Alcala Dr, Brick, New Jersey (NJ), 08723, United States
