Return and Refund Policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return and refund process in accordance with the conditions below.

Return Window

You may return your order within 30 days of receipt.

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

• Unused and in its original condition
• In the original packaging
• Free from signs of use or damage not caused during transit

How to Start a Return

Please follow these steps to initiate a return:

1. Contact us: Reach out to our customer service at contact@freyen.de with your order number, reason for return, and photos of the product (if defective or damaged).
2. Instructions: Once your return is approved, we will provide you with detailed return instructions and the return address.
3. Packaging: Securely pack the item in the original packaging or equivalent protective packaging.
4. Shipping: Send the item at your own expense using a trackable and insured shipping method. Please include your order number and full name inside the parcel so we can identify your return.
5. Proof: Send us a photo of your shipping receipt (courier proof of postage) as confirmation of the return. We cannot be held responsible for returns lost in transit without proof of shipment.

Return Shipping Costs

Return shipping costs are the responsibility of the customer. Original shipping fees from your order are non-refundable.

We strongly recommend using a trackable and insured shipping service. We cannot accept liability for returned items lost in transit without a tracking number or proof of shipment.

Exchanges

Size exchanges are free of charge. Exchanges for a different product will incur a re-delivery fee and any applicable price difference. Please indicate at the time of initiating your return whether you would like an exchange or a refund. All exchanges are subject to availability.

Refunds

Once your return has been received and inspected by our supplier, your refund will be processed within 7 business days.

Refunds are issued exclusively to the original payment method. A processing fee may be deducted from the refund amount.

Returned items that are used, worn, damaged, or not in their original condition may be refused or only partially refunded.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with clear photos. We will arrange a free replacement or full refund at no additional cost to you. After this period, we are unfortunately unable to accept liability for externally visible damage.

Order Cancellation

Need to cancel your order? Contact us as soon as possible at contact@freyen.de.

• If your order has not yet been processed, you will receive a full refund.
• If your order has already been processed or dispatched (typically within 24 hours of placing the order), cancellation is no longer possible. In this case, you may return the item in accordance with our return policy above.

Package Refusal & Non-Collection

Important: Please ensure you are available to receive your delivery. If you refuse a package at the point of delivery, or fail to collect it from the courier within the holding period, the package will typically be destroyed and will not be returned to us. In such cases, we are unable to issue a refund or send a replacement.

If you are unable to receive your package for a legitimate reason, please contact us in advance so we can work together to find a solution.

Customs Fees & Import Duties

The customer is solely responsible for any customs fees, import duties, or taxes applicable in their country of delivery. Orders that could not be delivered due to unpaid customs charges are not eligible for a return or refund. We strongly recommend checking your local import regulations before placing an order.

Purchases Through Affiliate Partners

Items purchased using an affiliate promotion code are non-refundable and cannot be returned. This policy helps us maintain the integrity of our affiliate programme.

Late or Missing Refunds

If you have not received your refund after the processing period has elapsed:

• Please check your bank account or payment provider again.
• Contact your payment provider, as processing times may vary.
• If the issue persists, please contact us and we will assist you promptly.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned. These include:

• Items returned without their original packaging
• Items showing signs of use or damage not caused during transit
• Items purchased during a final sale or clearance event (where applicable)
• Items purchased using an affiliate promotion code
• Orders with unpaid customs or import fees

Contact

If you have any questions about returns or refunds, our support team is happy to help.

Store Name: Freyen
Registered Company: Nuvzz LTD
Company Registration Number: 16749462
Email: contact@freyen.de
Phone: +442038288776
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

Customer Service Hours

Our team is available Monday to Friday, 9:00 AM – 5:00 PM (GMT).
We aim to respond to and process all enquiries within 24 hours on business days.