Refund policy
We want you to be happy with your order. Before sending anything back, please read these simple guidelines and contact us first — in some cases a return may not be required, which helps cut waste and saves your time.
Summary
- Return window: 30 days from delivery.
- Condition: Unopened, in original retail packaging (unless faulty).
- Return postage: Customer pays unless the item is faulty or incorrect.
- Refunds: Issued within 14 days of receiving and inspecting the return, to the original payment method.
How to start a return
- Email info@frebps.com with your order number and a brief description of the issue.
- We’ll reply with a Return Authorisation and the correct return address (returns without prior authorisation cannot be accepted).
- Pack items securely and include the order number inside the parcel.
Returns with a greener approach
We handle returns case-by-case to reduce unnecessary transport and packaging. Sometimes a practical solution can be found without shipping items back. Please email info@frebps.com first — we’ll assess the issue and, where suitable, offer options that avoid new boxes, labels and miles. This respects your time and cuts avoidable waste, while still resolving things fairly and responsibly.
Want the full story behind our approach? Read Thinking Green: The Hidden Cost of Returns.
Non-returnable items
- Opened or partially consumed food items (unless faulty).
- Perishables past their “best before” due to customer delay.
- Gift cards and personalised/custom orders.
Damaged or incorrect items
Please contact us within 7 days of delivery with photos of the item and outer packaging so we can assess and advise next steps promptly.
Exchanges
Need a different item? Start a return for a refund, then place a new order.
Questions
We’re here to help: info@frebps.com