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Returns Policy

 

Whilst we always hope our customers will be delighted with their order, we know that sometimes returns happen.

 

Making a return

In accordance with Consumer Contract Regulations, we will offer you a refund for your items if you notify us within 14 days of receiving your goods that you want to cancel your order.

Once you have been in touch with us and we have replied to confirm we expect the return of your item, please package your return securely and post to: Friddy at Home, 2 Lagvoulin Cottages, Evanton, IV16 9XL. Please ensure all goods returned are unused and in the same condition you received them in.

Once your return is received and inspected, we will send you an email to let you know it has been received. Providing you have returned the goods to us within 14 days of your initial request, we will then process your refund for the item using your original payment method within 14 days of receiving the goods back at Friddy HQ (Please note that any original shipping charges will not be refunded).

You do not need to provide a reason to us for such a return, but any feedback you do have on our products or you reasons for return would be very valuable to us to help us with our ongoing understanding of customer preferences and improve to our service.

*Please note that the buyer is responsible for covering return postage costs if choosing to make a return to us, unless the item is faulty. If you wish to exchange your item for another, it will also be necessary to pay for postage for the new item before it is sent out to you, unless the new item being sent to you is a replacement for a faulty return.

 

Faulty items

All our items are thoroughly checked before being sent out to our lovely customers. If, however, you should discover an item to be defective within 6 months of purchase, we will happily repair the item for you. If it is not possible to make a satisfactory repair, we will replace the item in question. If a replacement is required, it may not always be possible to match the fabric design used for the original item. In such circumstances, alternatives will be offered to you. If none of these are desirable, then a full refund for the defective item will be offered.

 

Gifted returns

Legally, we need only accept returns from the person who bought the item from us. However, we are aware that many of our products make great gifts, and it would be unfair to disallow returns of gifted items completely. Time frames can be more difficult to determine when an item is gifted, but we will endeavour to take each request for a gifted return on a fair case by case basis. Depending on the item in question, an exchange for another item of equal value may be offered. If you prefer an item of greater value, we may ask you to pay the difference in price. Should you choose an item of lower value, the difference will not be refunded to you. If you are returning a gifted item to us that is defective and there are no suitable repairs or replacements available, a gift card may be offered instead.

 

Custom items

We're sorry, but we may not able to accept returns or exchanges for custom made items. If a garment has been made to custom measurements we will likely not be able to accept a return unless the item is faulty.

 

How to request a return

If you have an enquiry about a return, please get in touch via email: emily@friddyathome.com

It can help speed up our response to you if you provide your name and order number and description of the item in question. If you were gifted one of our items and you don't have this information, please provide a description of the item and photographs if possible. If requesting a return based on a defect, please provide photos of the defective area of the item.

Last revised 24/05/2022

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