Refund policy
Refund Policy
Your satisfaction matters to us at Fruumo, and when something about an order doesn't work out, we've built a returns process that's clear, reasonable, and meets the requirements of UK consumer law.
30 Days to Return an Item
From the moment your order lands on your doorstep, you have 30 days to send it back if needed. For a return to go through, the product must still be unused, in its original state, complete with tags, labels and packaging. Hold onto your proof of purchase or order number too — you'll need it.
Getting the process started is simple: drop us an email at info@fruumo.com, including your order number and a quick note explaining why you're returning it. After we look it over and give the go-ahead, we'll send you full instructions for getting the parcel back to us.
One thing to keep in mind — we can only process returns that were approved beforehand, so don't send anything back without checking with us first.
Faulty, Damaged or Wrong Items
As soon as your order arrives, it's worth giving it a quick check. Found a fault, spotted damage from transit, or received something different than you ordered? Get in touch immediately and we'll sort it out. None of this changes the protections you're already entitled to under the Consumer Rights Act 2015 — if goods are faulty or don't match their description, you can ask for a repair, a replacement, or your money back.
Who Pays for Return Shipping
In most cases, sending an item back is at your own cost — the exception being when the product is faulty, arrived damaged, or we simply sent you the wrong thing, in which case we cover it. If you're paying for return postage yourself, go with a tracked option; we can't take responsibility for anything that gets lost en route back to us.
What We Can't Take Back
- Items made or personalised to order
- Perishables like food, flowers or plants
- Beauty and personal care products once the seal is broken
- Anything hazardous, flammable or classed as dangerous goods
We don't offer refunds on gift cards. Items bought on sale can still be sent back using your 14-day statutory cancellation right below, though they may fall outside our extended 30-day window. That said, a faulty item — sale or not — is always covered by your legal rights. If you're not sure where your item stands, drop us a message and we'll sort it out.
Swapping for Something Else
Want a different size, colour, or product entirely? We'll happily arrange an exchange within 30 days of delivery, as long as the item is still unused, in its packaging, with tags attached. Email info@fruumo.com with your order number and what you'd rather have, and we'll take it from there.
If there's a risk your preferred item might sell out, your fastest bet is to get your return approved and place a fresh order right away rather than waiting on an exchange. Or, if you'd rather we handle the swap directly, just say the word.
Your 14-Day Cancellation Right
Separate from our own return policy, UK law — specifically the Consumer Contracts Regulations 2013 — gives you 14 days from receiving your order to cancel for whatever reason, no explanation needed. From there, you have another 14 days to actually get the item back to us. The usual conditions still stand: unused, complete, original packaging, and proof of purchase.
When You'll Get Your Money Back
After your returned item reaches us and passes inspection, we'll confirm whether it's approved. From there, refunds land back on your original payment method within roughly 10 business days, though your bank might take a bit longer to reflect it on your end.
Still nothing after 15 business days since approval? Reach out to info@fruumo.com and we'll look into it.
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.