Refund & Return Policy

 

Returns & Exchanges

We want you to feel confident in your purchase, and we’re here to help if something isn’t quite right.

🕒 Return Window

You have 30 days from the date your order was placed to request a return (not from the delivery date).

✅ Return Eligibility

To be eligible for a return, items must be:

  • Unopened, unused, and in original packaging

  • Sealed with all original manufacturer seals intact

  • In resalable condition when received at our warehouse

Because of hygiene and safety standards, we’re unable to accept returns on any items that have been opened, used, cleaned, or tampered with. 

🔁 Exchanges & Replacements

If you received a replacement and later decide to return your order, both the original item and the replacement must be returned.
If only one is returned, the replacement will be considered a final sale.

📦 How to Start a Return

To begin a return, simply email us at freshorasupport@gmail.com within your 30-day window.
We’ll provide you with the next steps and return instructions.

Please note:

  • Return shipments must be sent within the same 30-day window

  • We do not provide prepaid return labels

  • Shipping costs are non-refundable

🚚 Important Shipping Notes

If a package is refused or returned to sender for reasons outside of our control, return shipping and handling fees may be deducted from your refund.

📋 What to Include in Your Return

To help us process your return quickly, please include:

  • Name and email used for the order

  • Order number

  • Reason for return or exchange

  • Packing slip or printed order confirmation (if available)

⏱ Processing Time

Once your return is received, please allow 7–14 business days for processing.

For returns over $75, we recommend using a trackable shipping method or purchasing shipping insurance.

Exchanges

The fastest way to get a different item is to:

  1. Request a return (if eligible)
  2. Place a new order once your return is approved

Late or Missing Refunds

If it’s been more than 5 business days since your refund was approved and you haven’t received it:

Missing Items

If your order is missing items, please contact us at freshorasupport@gmail.com within 5 days of delivery.

To help us resolve this quickly, include:

  • Photo of the packing slip
  • Photo of all items received
  • Photo of the shipping label

If your package appears tampered with, we also recommend filing a claim with the shipping carrier.

Please note:

  • Claims submitted after 5 days cannot be honored due to carrier time limits
  • If we don’t receive verification within 5 days, the order will be considered delivered as recorded

Agreement to Policy

By completing your purchase, you agree to this Return & Refund Policy, which is available at checkout and may be updated from time to time.