14cm Frozen Princess

We do our best to ensure that the products that you order are delivered to you in full and according to your specifications. However, should you receive an incomplete order, or items different from the ones you ordered, or there is some other reason why you are not satisfied with the order, you may return the order, or any products included in the order, and receive a full refund for the items.

Certain products purchased at Fruugo cannot be returned. They fall in the following categories:

• goods which are clearly personalised or made to your specifications
• goods which are liable to deteriorate rapidly, eg fresh fruit, fresh flowers
• sealed goods which are not suitable for return due to health protection or hygiene reasons, if opened, eg make up, underwear, pierced jewellery
• sealed audio or video recordings or computer software, if opened
• newspapers, periodicals and magazines

Please take reasonable care of the goods whilst in your care. Any goods returned must be in a resaleable condition. They must be unworn/unused with original tags attached and in original packaging. It is your responsibility to ensure that the goods are appropriately packaged to ensure they are not damaged in return transit.

Notifying us of a return

If you wish to return an order, or some of the products included in an order, please notify Fruugo customer care within 14 days of receiving the goods, including the following information:

• your name,
• order number,
• the item(s) you wish to return, and
• optionally a reason for your return: unsatisfied with item, item didn't match description, damaged item, wrong item, or some other reason.

Our customer care will send you specific instructions on how to ship the return package(s) to the retailer(s). Please do not ship the return package before you receive the instructions.

Shipping products back to retailers

Goods must be returned without undue delay and in any event not later than 14 days after notifying us of your cancellation.

If you are returning products to several retailers, you should distribute the products accordingly and send the products to those retailers who shipped them to you initially.

We strongly recommend that you use registered mail (and insure any high-value packages), since neither Fruugo nor the retailer take responsibility for shipments that are lost or damaged during return transportation.

Please ensure you retain a proof of postage receipt so in the unlikely event your parcel goes missing, you will have proof you sent it.

Refunds

You will be refunded within 14 days of the retailer receiving back the goods. We will notify you by e-mail once the products reach the retailer and are accepted for return. Where a retailer has offered to collect the goods, you will be refunded within 14 days of cancelling your contract.

Unless a product or products you wish to return arrived to you damaged or faulty, you are responsible for the return transportation costs.

Providing you are returning all the products from a specific retailer, we will refund the standard shipping costs you paid for the original delivery. If you chose to pay for a non-standard delivery, we will only refund the cost of our least expensive, standard delivery.

Damaged or faulty goods

If you receive a damaged, broken, or defective product, please notify Fruugo customer care as soon as possible. Include at least the following information:

• your name,
• order number,
• name of the damaged product(s), and
• state the nature of the damage with attached photograph

We will generally instruct you to ship the damaged product back to the retailer. As soon as it reaches the retailer, they will send you a replacement product. If the replacement can't be made, or if you wish to cancel the order, you will be refunded in full. You will also be reimbursed for reasonable returns postage costs for damaged or faulty goods once we have received your postage receipt.

If the outer packaging of your order is clearly damaged on arrival, and you are suspecting that the products are damaged as well, you can either reject the delivery or accept the goods and sign for them as damaged. In both instances, please notify Fruugo customer care as soon as possible.

Refusing delivery

If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you will be responsible for the postage charges. Any fees and charges incurred by the retailer due to a package being refused will be deducted from your merchandise refund.