Returns and Refunds Policy

Last updated: October 11, 2026

At Friolera, customer satisfaction is important to us. This Returns and Refunds Policy explains how returns, refunds, exchanges, and claims for damaged or defective products are handled when you purchase from our online store.

This policy applies to orders placed through our website, subject to the mandatory consumer protection laws applicable to your purchase.

1. Return Period

We offer a voluntary 30-day return period for eligible products. You may request a return within 30 days of receiving your order, subject to the conditions described below.

This voluntary return policy does not limit or replace any mandatory statutory rights you may have under applicable consumer protection laws.

For consumers in the European Union, the United Kingdom, and other jurisdictions where a statutory withdrawal or cancellation period applies, those legal rights remain unaffected. Where the statutory period provides a longer or more favorable right than this policy, the applicable legal requirements will prevail.

2. Eligibility for Returns

To help us process your return efficiently, we ask that returned products:

• Are returned with all original accessories and components.

• Include the original packaging where reasonably possible.

• Are accompanied by your order confirmation or other proof of purchase.

• Have not been damaged through misuse, improper handling, or use contrary to the product instructions.

You may inspect a product as reasonably necessary to establish its nature, characteristics, and functioning, as permitted by applicable law.

For returns made under our voluntary 30-day policy beyond any mandatory statutory withdrawal period, products must be in their original condition and must not show signs of use beyond what is permitted under this policy.

Nothing in this section excludes your statutory rights in relation to defective, damaged, incorrectly supplied, or non-conforming products.

3. How to Request a Return

To request a return, contact us at:

Email: infriolera@gmail.com

Please include the following information:

• Your full name.

• Your order number.

• The product you wish to return.

• The reason for the return, if applicable.

We will review your request and provide the applicable return instructions and return address.

Please do not send a product back before contacting us, as we need to confirm the correct return procedure.

A return request will not be unreasonably refused where you are exercising a statutory right.

4. Return Shipping Costs

For returns due to a change of mind under our voluntary 30-day return policy, the customer is responsible for the direct cost of return shipping, provided this responsibility was clearly disclosed before purchase and applicable law permits it.

If a product is defective, damaged on arrival, incorrect, or otherwise fails to conform to the purchase contract, Friolera will cover the reasonable return costs where required by applicable law.

For statutory withdrawals, return shipping costs will be allocated in accordance with the applicable consumer protection laws. Where the law requires us to pay those costs, we will do so.

Original delivery charges will be refunded where required by law. Additional charges resulting from a customer's choice of a more expensive delivery method may be excluded where legally permitted.

5. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If your product arrives damaged, is defective, does not match the product description, or is different from what you ordered, contact us at infriolera@gmail.com as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs or videos showing the issue. This information helps us assess your claim.

We will review the situation and offer an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.

You will not be required to bear costs that the applicable law requires us to cover.

Nothing in this policy reduces or excludes your statutory rights concerning product conformity, safety, or legal guarantees.

6. Products That Cannot Be Returned

The right to withdraw from a purchase may be excluded for certain products where a specific legal exception applies.

Examples may include:

• Goods made to the customer's specifications or clearly personalized.

• Sealed goods that are not suitable for return for health protection or hygiene reasons, where the applicable legal conditions for the exception are met and the seal has been broken.

• Other products or services that fall within a specific statutory exception.

These exceptions will be applied only where legally valid. We do not automatically exclude discounted products, products that have been opened, or all products of a particular category from statutory return rights.

Products purchased during a sale remain subject to applicable statutory rights.

7. Exchanges

If you would like a different product, please contact us at infriolera@gmail.com.

Where appropriate, we may ask you to return the original product and place a new order.

Exchanges are subject to product availability and do not affect any statutory rights you may have.

8. Refunds

Once we receive and inspect a returned product, where inspection is necessary, we will notify you of the outcome.

Approved refunds will normally be issued to the original payment method.

For returns under our voluntary 30-day policy, we aim to process approved refunds within 10 business days after the return has been received and assessed.

For statutory withdrawals and other legally regulated refunds, we will comply with the applicable legal deadlines. Where the law permits us to withhold a refund until the product has been returned or evidence of dispatch has been provided, we may do so.

Your bank or payment provider may require additional time to make the funds available.

If you have not received an approved refund within the applicable processing period, please contact us at infriolera@gmail.com.

9. Statutory Withdrawal Rights in the European Union

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 calendar days of receiving the goods, without giving a reason, subject to applicable legal exceptions.

To exercise this right, you must notify us of your decision to withdraw within the applicable period. You must then return the goods within the legally required timeframe.

Where the right of withdrawal applies, we will refund the payments required by law, including the standard delivery costs where applicable. Refunds will be made within the statutory deadline and may be withheld until the goods have been returned or evidence of dispatch has been provided, where permitted by law.

You may be responsible for direct return shipping costs if you were properly informed of this obligation and the law permits it.

You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, where permitted by law.

The right of withdrawal does not apply to categories of goods specifically excluded by applicable legislation.

10. International Orders

Friolera accepts orders from eligible international destinations.

Consumer rights, cancellation periods, legal guarantees, return costs, taxes, and refund requirements may differ depending on the destination country.

This policy is intended to operate alongside applicable local consumer protection laws. Where mandatory local law provides additional or stronger rights, those rights will take precedence over any conflicting provision in this policy.

Customers are responsible for any return shipping costs that are legally payable by them. We will cover return shipping costs whenever required by applicable law or expressly agreed by Friolera.

Any customs duties, import taxes, or other charges associated with international orders will be handled in accordance with the applicable law and the information provided to the customer at checkout.

11. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at infriolera@gmail.com.

We cannot guarantee cancellation once an order has entered processing or has been dispatched.

If an order has already been dispatched, you may still exercise any applicable statutory cancellation or withdrawal rights, subject to the relevant legal requirements.

12. Contact Information

For questions about returns, refunds, exchanges, or product issues, contact:

Store: Friolera

Email: infriolera@gmail.com

Business legal name:

Please contact us before sending any return so that we can provide the appropriate instructions.