Last updated:
1. Overview
At Thefrynniobrozal, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, and we are committed to making the return and exchange process as straightforward as possible. This Return Policy outlines the conditions under which returns and exchanges are accepted, the process for initiating a return, and any exceptions that may apply.
Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge and agree to the terms of this Return Policy. If you have any questions about our return process, please do not hesitate to contact our customer support team.
2. Eligibility for Returns
Products purchased from Thefrynniobrozal may be returned within 30 days of the delivery date, provided the following conditions are met:
- The item is in its original, unused condition with all original packaging and labels intact
- The item has not been modified, altered, or damaged by the customer after delivery
- A valid proof of purchase (order confirmation or receipt) is provided
- The return request is submitted within the 30-day return window
Items that show signs of use, wear, soil staining, water exposure, or customer-caused damage are not eligible for return. We reserve the right to refuse any return that does not meet the conditions outlined in this policy.
3. Non-Returnable Items
Certain items are exempt from our standard return policy due to hygiene, safety, or customisation reasons. The following items cannot be returned or exchanged:
- Custom-made or personalised products created specifically to your specifications
- Items purchased during clearance or final-sale promotions, unless they arrive damaged or defective
- Products that have been used outdoors and show signs of weathering, soil contact, or plant residue
- Gift cards or store credit vouchers
- Items marked as non-returnable at the time of purchase
If you are unsure whether an item is eligible for return, please contact us before initiating the return process. Our team will be happy to clarify the return eligibility for your specific product.
4. Return Process
To initiate a return, please follow these steps:
- Contact our customer support team via the contact form on our website or by calling us directly. Please include your order number, the item you wish to return, and the reason for the return.
- Our team will review your request and, if approved, provide you with a return authorisation and detailed instructions for shipping the item back to us.
- Carefully repackage the item in its original packaging. Include all accessories, documentation, and components that were included with the original shipment.
- Ship the item to the address provided in the return authorisation. We recommend using a tracked shipping service to ensure the safe delivery of your return.
- Once we receive and inspect the returned item, we will notify you of the approval or rejection of your return. Approved returns will be processed within 7-10 business days.
5. Refund Process
Once your return is received and inspected, we will send you an email notification to confirm receipt of the returned item. We will also notify you of the approval or rejection of your refund. If your return is approved, your refund will be processed and a credit will automatically be applied to your original payment method within 7-10 business days.
Please note that refund processing times may vary depending on your bank or payment provider. If you have not received your refund within 14 business days of receiving our approval notification, please contact your bank first, then reach out to us for further assistance.
Refunds will be issued for the product purchase price only. Original shipping charges are non-refundable unless the return is due to a defective or incorrectly shipped item. Return shipping costs are the responsibility of the customer unless the return is the result of our error.
6. Exchanges
If you would like to exchange a product for a different size, colour, or style, please contact our team to discuss the exchange options available. Exchanges are subject to product availability. If the requested exchange item is not available, we will offer a full refund for the original item.
To expedite the exchange process, we recommend placing a new order for the desired item while simultaneously initiating a return for the original item. This ensures you receive your preferred product as quickly as possible.
7. Damaged or Defective Items
If you receive a product that is damaged during transit or is found to be defective upon arrival, please contact us within 48 hours of delivery. We ask that you provide photographic evidence of the damage or defect, along with your order number and a description of the issue.
For items damaged during shipping, we will arrange for a replacement to be sent at no additional cost, or we will issue a full refund including the original shipping charges. Defective items will be replaced or refunded at our discretion, and we will cover the cost of return shipping in these cases.
Please do not discard the original packaging if an item arrives damaged, as this may be needed for the shipping insurance claim process. Our goal is to resolve all damage and defect claims as quickly and fairly as possible.
8. Late or Missing Refunds
If you have not received a refund after the expected processing time, please take the following steps:
- Check your bank account or credit card statement again, as refunds may take several business days to appear
- Contact your credit card company, as it may take some time before your refund is officially posted
- Contact your bank, as processing times can vary between financial institutions
- If you have completed all of the above steps and still have not received your refund, please contact us for further assistance
9. Cancellations
Orders may be cancelled without penalty if the cancellation request is received before the order has been dispatched. Once an order has been shipped, it cannot be cancelled and must be returned following our standard return process outlined in this policy. To request a cancellation, please contact us immediately with your order number and the reason for cancellation.
10. Changes to This Policy
Thefrynniobrozal reserves the right to amend this Return Policy at any time. Changes will be effective immediately upon posting to this page. We encourage you to review this policy periodically to stay informed about our return procedures. The "Last updated" date at the top of this page indicates when this policy was last revised.
11. Contact Us
If you have any questions about this Return Policy or need assistance with a return, please contact us at:
Thefrynniobrozal
71 Ponsonby Road, Ponsonby, Auckland 1011, New Zealand
Phone: +64 9 378 7799
Email: reachus@thefrynniobrozal.world