| Returns Information We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (excluding sale items), we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact. Please make sure you keep your own underwear on when trying briefs for size.
All garments are thoroughly checked by frooti prior to dispatch. All returns will be carefully checked and no credits, exchanges or refunds will be given on any garments that we consider have not been returned in the same pristine, unworn, undamaged condition in which we sent them to you.
HOW TO RETURN GOODS TO US
If you wish to return goods to us, you may do so by giving us prior notice. Please advise us of your intention to seek a refund or exchange by an email entitled REFUND or EXCHANGE to:
customerservice@frooti.co.uk
Please complete the returns note and clearly state whether you require a refund or an exchange. Please pack the items in suitable packaging and return the parcel with adequate postage to:
frooti
15 Milner Street
Newark
Notts
NG24 4AA
Please allow up to ten working days for your goods to be returned to us.
When sending a return, the parcel is your responsibility until it reaches us. Charges for postage on returned goods will be borne by you and when posting goods we strongly recommend that you send the parcel using an insured delivery service and obtain proof of posting. Returned items which are damaged as a result of you packing the items inadequately will not be refunded. Please note that you will not receive a refund of postage and packaging unless the goods have been deemed to be faulty or you are returning an item as a result of a mistake by frooti.
We will let you know as soon as we receive the goods and will then endeavour to process your request for either a refund or replacement as quickly as possible. We will refund money onto the card which was used for the purchase once we have received the goods and checked their condition; this may take a few days to process.
If you have requested a refund, or replacements of a lower value than the returned goods, a refund will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed.
If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order.
Note: Certain products are excluded from our general returns policy for hygiene reasons - this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.
RETURN OF FAULTY GOODS
If you believe the goods we have supplied to you are faulty, you should return the item to us together with a letter, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.
Please quote your order number on the top left hand side of the package, to assist us in identification on return to frooti.
RETURNS PERIOD
Our normal returns period is 14 days from when you receive the goods, and any returned items must be received by us within this time. However, to allow for unwanted or ill-fitting gifts, the following exception applies: Christmas gifts ordered from November onwards may be returned up to the end of January.
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