Returns

Customers have a right to return their order for any reason within our specified returns window.  Customers have up to 28 days to return an item to you from the date they received the goods and would be entitled to a full refund.

When a customer requests a return, the customer will automatically be provided with return instructions, which includes the returns address you have specified on your Fruugo account. It is essential that this information is kept up to date. Where your return address has been changed and not updated, or if you have included your own alternative returns documentation within the parcel, if a customer returns to that address, we will provide the customer with a refund on them providing us with proof of return.

A customer does not need to pre advise you of their intent to return. The process of the customer obtaining returns information is automated, we do not provide any notification of this intent to return. This does not affect the customer’s right to return and you should not reject returns based on this. (See information below about rejected returns)

Returns should be processed within 14 days of receiving the order back to you. If this is not processed within this timescale, we may refund the customer on your behalf.

Where this is a standard return, the customer is entitled to a full refund, including their initial shipping costs. We will not process any refunds less the original shipping costs for standard returns where only one shipping method was available to the customer. If an enhanced shipping option was also available and chosen by the customer, such as expedited delivery, then you can retain the difference in price between the two shipping options. Please notify our team in these circumstances and we will action the appropriate refund accordingly.

If a parcel is returned to you as unclaimed or refused, we will not support a deduction of the outbound shipping costs, however, we will support you in deducting the extra cost of return shipment from the customer's refund where supporting evidence is provided to our team, if a customer’s refund has not already been processed.

However, if you only offer one method of shipment, which is an enhanced option, it is then unfair to the customer to retain this cost, as they have not opted to select an enhanced service and have been forced to select this option. In these cases we will not support the deduction of costs from the customer's refund.

We do not permit any restocking or admin fees to be applied to the processing of returns.

Where the customer can provide evidence that they have returned their order to you, such as a tracking reference showing delivery, and the refund has not been actioned within 14 days, we will refund the customer at your expense where this issue is raised to us. If you reject a customer's return or do not collect this from a collection point and this is returned to the customer, we may refund the customer at your expense and if you require the item to be returned to you again, you will be asked to provide the customer with a free returns labelThis also applies where the return has been awaiting payment of a customs fee and is returned to the customer.

In the instance where a customer has taken all reasonable action to return their order to you, and the order has arrived into your country, but no further updates are received from you following this, Fruugo may at our sole and absolute discretion, refund the customer and deduct this from your retailer payments.

Please note that customers in certain countries are only legally obliged to show that they have returned the order to the correct address and are not obliged to wait for the order to be physically in the retailer’s possession before being entitled to a refund. In such circumstances,  Fruugo will inform you and action the refund at your expense.  Please note that the use of returns tracking by a customer is not a legal requirement.