Refund Policy

Fruumo wants every customer to walk away happy. When that doesn't happen right out of the gate, our returns process is here to make things right — fairly, quickly, and in step with UK consumer protection rules.

You Have 30 Days

Your return window opens the day your order arrives and stays open for 30 days. The item needs to come back unused, in its original packaging, with tags and labels still in place — and don't forget your proof of purchase or order number.

Starting a return only takes an email: send us your order number and a short reason for the return at info@fruumo.com. We'll confirm the request and follow up with step-by-step return instructions.

Heads up: parcels sent back without prior sign-off from us won't be accepted, so always check in first.

If Something's Faulty, Damaged or Wrong

Take a moment to check your order as soon as it's delivered. Spotted a fault, transit damage, or the wrong product entirely? Contact us without delay so we can put it right. This doesn't touch your rights under the Consumer Rights Act 2015, which guarantee a repair, replacement or refund for goods that are faulty or don't match what was described.

Return Postage — Who Covers It

Return shipping is generally on you, unless we made the mistake — faulty item, damage in transit, wrong item sent — in which case we pick up the cost. Ship it tracked if you're covering postage; lost parcels on the way back to us aren't something we can take responsibility for.

Not Eligible for Return

A few categories fall outside what we can take back:

• Personalised or custom-made pieces
• Perishable products such as food, flowers or plants
• Opened personal care or beauty items, for hygiene reasons
• Hazardous, flammable or otherwise dangerous goods

Gift cards aren't refundable. Discounted items remain covered under the statutory 14-day cancellation right outlined below, even though they sit outside our 30-day goodwill window. Faulty goods, sale or otherwise, are always protected by law. Unsure about your item? Ask us and we'll clear it up.

Exchanging an Item

Need a different size, colour, or product? Exchanges are available within 30 days of delivery, provided the item is unused with packaging and tags intact. Email info@fruumo.com with your order number and your preferred replacement, and we'll take it from there.

For items that might sell out fast, it's quicker to get your return approved and order the replacement separately, rather than waiting for a direct swap. If you'd rather we handle the exchange directly, tell us and we'll arrange it.

The Law Also Gives You 14 Days

Beyond our own policy, the Consumer Contracts Regulations 2013 grant a 14-day cancellation right starting from delivery — no reason required. You'll then have another 14 days to get the item back to us, under the same conditions: unused, complete, original packaging, proof of purchase.

Getting Your Refund

Refunds go out once we've received and checked the returned item, and we'll let you know as soon as it's approved. Expect the money back on your original payment method within about 10 business days, with your bank possibly needing a bit more time to post it.

Nothing showed up after 15 business days? Email info@fruumo.com and we'll chase it down.

Contact & Company Details

• Store name: Fruumo
• Company name: BS Commerce
• Warehouse address: International Rail Freight Terminal, Shenley Drive, Crick, Daventry, NN6 7EB, United Kingdom
• Registered address: Fossebaan 175, 1741 Wambeek, Belgium
• VAT number: BE0739.843.744
• Company registration nr.: 0739.843.744
• Phone: +44 115 496 0123
• Email: info@fruumo.com

Support Hours

Monday – Friday: 09:00 – 17:00 (GMT)
Saturday – Sunday: 10:00 – 16:00 (GMT)
We aim to respond to all enquiries within 24 hours.