All returns must first be authorized by FREYARA's Support Team prior to return. For incomplete warranty requests, FREYARA reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends to the wrong address, returns an incorrect item, or submits an empty package, then again FREYARA reserves the right to refuse any compensation.

Special Notes:

1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.

2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases we will deduct the customs fees from your authorized refund amount.

3. FREYARA will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.

4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.

 

How to request warranty

If your item has an issue, please contact FREYARA Customer Service by email or messenger or whatsapp.

Please carefully follow our warranty process to minimize any delays:

1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.

2. Provide the item code indicated on the outer packaging.

3. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

 

Missing item(s), wrong item(s) or incorrect package sent

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our warranty process to minimize any delays:

1. Contact our customer service with your order number

2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:

- If there is a item missing, we will resend the missing item/accessory for free within the warranty period.

- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). FREYARA will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

Returns and Compensation Process

If you have any after sales issues, please contact our customer service directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.

This following section describes the processing time required upon receiving your returned item.

For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability.

For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details: 

-PayPal refunds may take up to 48 hours to process and appear in your account. 

-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

FREYARA reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the relevant section of our help center.