Returns, Refunds & Exchanges

Returns 

You may return your order, or any part of your order, for a full refund if you are not satisfied for any reason. 

You must register your return within 14 days from receipt of your order and send the goods back to the retailer according to their instructions without undue delay and in any case no later than 14 days from registering your return


To start the returns process:

  1. If the retailer has included returns information in your package, please follow their instructions to return the package.
  2. If not, visit our Help Centre (by clicking back a page) and answer some quick interactive questions to receive a returns form with specific instructions. 


Important note: All orders must be returned directly to the retailer. Please do not return any items to Fruugo as we cannot accept liability for any goods returned to any Fruugo office. 

Please note, the following goods cannot be returned:

  • Goods which are clearly personalised or made to your specifications.
  • Goods which are liable to deteriorate rapidly, eg fresh fruit, fresh flowers.
  • Goods with health protection or hygiene considerations, if opened, e.g. make up, underwear, pierced jewellery.
  • Audio or video recordings or computer software, if opened.
  • Newspapers, periodicals and magazines. 


Additional information:

  • Goods returned must be in a saleable condition.
  • Goods returned must be unworn/unused with original tags and packaging.
  • Goods should be packaged so they are not damaged in transit.
  • You are responsible for the return postage costs unless an item has arrived faulty or damaged.
  • If you are returning all the products from a specific retailer, we will refund standard shipping costs.
  • If you chose to pay for non-standard delivery, we will only refund the cost of our least expensive, standard delivery.
  • Where you purchased from multiple retailers, please send goods to each retailer separately.
  • We strongly recommend using a tracked mail service with insurance where appropriate, retaining proof of postage.
  • If a returned item is being shipped internationally, please mark as “RETURNED GOODS” to avoid the retailer incurring any customs charges on receipt of your return. 


If an order is returned which does not meet these conditions, your return may be refused and returned to you or a reduced refund may be offered. Fruugo and our retailers do not accept responsibility for items lost or damaged in transit. 


Damaged or faulty goods

Please raise an enquiry with the retailer in this scenario by:

  1. Visiting our Help Centre (by clicking back a page) and answering some quick interactive questions. 
  • The retailer may be able to provide a replacement.
  • If a retailer cannot replace the item or if you wish to cancel the order, you will be refunded in full, including reasonable returns postage costs if the retailer is unable to provide a returns label and upon providing a copy of your returns postage receipt. 

Please note: Most retailers will require an image or video showing the damage, fault or incorrect item received to be able to provide a solution.


Refusing delivery

If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you may be responsible for the postage charges. Any fees and charges incurred by the retailer due to a package being refused may be deducted from your merchandise refund. The same will apply if the tracking states that delivery has been attempted and the item is awaiting collection from a postal depot, and that item is not collected. 

Refunds 

  • You will be refunded within 14 days of the retailer receiving back the goods.
  • Where a retailer has offered to collect the goods, you will be refunded within 14 days of cancelling your contract.
  • You will receive an email once the products reach the retailer and are accepted for return.
  • Refunds will be issued to the same means of payment initially used to purchase the goods.
  • Refunds usually take between 1 – 5 business days to show in your account, depending on the payment method used. 

Exchanges 

Unfortunately, we are unable to exchange items but in many cases are able to offer returns and refunds instead. Please follow the returns process using the information above.