Freshova™ welcomes customers from the UK and around the world. We want you to be completely satisfied with your purchase.
This policy applies to purchases made through the Freshova™ website. Your consumer rights may vary depending on the country or region where you purchase and receive your order.
1. Right to Cancel
For eligible UK online orders, customers have the right to cancel within 14 days of receiving their goods, without giving a reason, subject to applicable UK consumer law. Customers then have a further 14 days to return the goods. International customers may have cancellation and return rights under the consumer protection laws applicable in their country or region.
2. Eligibility for Return
To be eligible for a return, items should generally be:
- In their original condition, subject to reasonable inspection and fitting
- Not worn beyond what is reasonably necessary to inspect or try the item
- Returned with the original packaging where reasonably possible
- Free from damage, stains, or signs of use
- Accompanied by proof of purchase
Some products may have additional return requirements.
3. Non-Returnable Items
Certain products may be excluded from cancellation or return rights where permitted by applicable law. These may include personalised, customised, made-to-order, or hygiene-sensitive products. Nothing in this policy affects statutory consumer rights.
4. Refunds
Once your returned item has been received and inspected, we will process any applicable refund in accordance with applicable consumer protection law.
Refunds will normally be made using the original payment method. The time taken for the funds to appear in your account may depend on your payment provider or bank.
Where applicable, refunds will be made within the timeframe required by the consumer protection laws applicable to your order
5. Exchanges
We may offer exchanges subject to product availability.
If the requested replacement is unavailable, we may offer a refund or another suitable solution where required by applicable law.
6. Faulty or Damaged Items
If your item arrives faulty, damaged, or incorrect, please contact Freshova™ as soon as possible with your order details and photographs showing the issue.
We will review the matter and provide an appropriate solution in accordance with applicable consumer protection laws.
7. Return Shipping
.For unwanted items, customers are responsible for the cost of returning the item unless otherwise required by applicable law.
Where an item is faulty, damaged, defective, or incorrectly supplied, Freshova™ will provide an appropriate remedy and cover return delivery costs where required by applicable law.
Returns must be sent using the return method and instructions provided by Freshova™
8. How to Request a Return
To request a return, cancellation, or exchange, please contact Freshova™ at contact@freshova.co.uk before sending the item back.
Please include your order number, name, the item you wish to return, and the reason for the return where applicable.
We will provide the appropriate return instructions and return address.
9. International Returns
Return shipping arrangements, customs duties, taxes, and other applicable charges may vary depending on the customer’s country or region and the reason for the return. Customers are responsible for any applicable charges unless otherwise required by local law or agreed by Freshova™.
10. Your Statutory Rights
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded or restricted in the country or region where you purchase our products.
For questions about returns or exchanges, please contact us at contact@freshova.co.uk.