Refund policy

Refund & Return Policy

We want you to be completely satisfied with your purchase from Freshity. If for any reason you are not, we’re here to help.


Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused, with tags
  • In its original packaging
  • Accompanied by the receipt or proof of purchase

To start a return, please contact us at info@freshity.co.uk or call +44 (0) 7882 222267.

Returns must be sent to the following address:

Freshity
130 Infirmary Road
Sheffield
S6 3DH
United Kingdom

Items sent back to us without first requesting a return will not be accepted.

For any questions regarding returns, feel free to contact us at info@freshity.co.uk.


Damaged or Faulty Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, you must report it to us within 5 days of delivery so that we can evaluate the issue and make it right.

To report a damaged or faulty product:

  • Email info@freshity.co.uk or call +44 (0) 7882 222267
  • Include your order number, clear photos of the damaged item, and a brief description of the issue

Claims made after 5 days of delivery may not be eligible for a replacement or refund.


Receiving the Wrong Item

If an incorrect item is delivered:

  • Do not open the packaging of the incorrect item
  • Contact our Customer Service within 24 hours of receiving your order
  • Provide your order number and details of the incorrect item
  • Follow the return instructions given by our team

All incorrect items must be returned in their original, unopened condition.

Failure to follow these guidelines may delay or invalidate your replacement.


Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to an error on our part (such as receiving an incorrect or defective item).

We recommend using a trackable shipping service to ensure the returned item reaches us safely.

Change of Mind & Returned Parcels

If a customer changes their mind after the order has been dispatched, or if a delivery is missed/refused and the parcel is returned back to us by the courier, a £5 shipping and handling fee will be deducted from the refund amount to cover the original shipping and return costs incurred.

This applies to all non-faulty returns and undelivered parcels returned to sender.


Impact on Delivery Offers

  • Orders with Free Delivery: If returning an item reduces your order total below our free delivery threshold, the applicable delivery charge will be deducted from your refund.
  • Orders without Free Delivery: No additional delivery charges will apply beyond any applicable return deductions outlined above.


Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Special orders or personalised items
  • Personal care and beauty products (for hygiene reasons)
  • Gift cards

If you’re unsure about your item’s eligibility, please contact us before returning it.


Exchanges

To exchange an item, please return the unwanted product first. Once your return is accepted, you can place a new order for the desired item.


Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved, you will be refunded to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at info@freshity.co.uk.