Thank you for choosing Freveo. We are committed to making your shopping experience reliable and hassle-free. If there is ever an issue with your delivery or your order does not arrive as promised, our straightforward returns and refunds procedure is designed to resolve it promptly.
1. 30-Day Resolution Window
You may submit a request for a replacement, return, or refund up to 30 days after the confirmed delivery date of your package.
2. Damaged or Faulty Merchandise
If an item arrives damaged, defective, or suffers transit damage, we will promptly issue a 100% refund or dispatch a new replacement item at zero additional cost to you.
3. Incorrect or Mismatched Deliveries
If you receive an item different from what you ordered (including discrepancies in size, variant, color, or model), we will send the correct replacement right away or issue a complete refund free of charge.
4. Order Modifications & Address Mistakes
If you need to change or cancel an order placed by mistake, email us immediately at hello@freveo.com. We can quickly update or cancel any order before it is processed by our warehouse. Once an order has been shipped, modifications are no longer possible, and we are unable to process refunds or returns for accidental order mistakes post-dispatch.
5. Change of Mind Terms
We always stand behind genuine product defects or shipment mix-ups. However, we do not accept returns or process refunds solely due to a change of mind. Because Freveo covers all standard worldwide logistics costs to ensure free global shipping for our customers, non-essential returns cannot be accommodated. Valid documentation of an issue (such as transit damage or receiving the wrong item) is required to process an authorization.
6. European Union Right of Withdrawal
Customers located in the European Union hold the statutory right to withdraw from their purchase within 30 days from the date of final delivery.
Submitting a Withdrawal: Send an email to hello@freveo.com with your order number and a clear statement of withdrawal.
Order Cancellations: EU shoppers may request an order cancellation at any point before dispatch by contacting our support team directly.
Refund Timeline: Following your withdrawal request, eligible reimbursements will be completed within 14 days. Any required return shipping is fully handled by us via scheduled doorstep pickup at no extra charge.
7. How to Open a Claim
To request a resolution, please email photos or a brief video highlighting the issue along with your parcel's condition to hello@freveo.com. Our support staff reviews every request within 24–48 hours and will follow up with verification and next steps.
8. Refund Issuance
All reimbursements are securely handled via Shopify Payments and returned directly to your original payment method. Payouts typically reflect in your account within 2 to 10 business days depending on your financial institution. If your statement has not updated after 10 business days, reach out to us at hello@freveo.com so we can assist.
9. Return Logistics & Pickups
Because products are routed through a network of fulfillment centers, our team will review the specific order before issuing return instructions. When a physical return is necessary, you will never incur restocking or hidden service fees. We coordinate convenient carrier pickup solutions (such as packagesender.com) to collect verified items directly from your address.
Have additional questions or need assistance with your order? Reach out anytime to hello@freveo.com. We are always ready to help.