Returns and refunds

In addition to the right to withdraw established and governed by the Italian Consumer Code (Leg. Decree 206/2005), because it considers Customer* satisfaction a priority and wishes to facilitate the return process, Freddy will also allow you to directly return the item purchased on www.freddy.com without having to state your reason for doing so and without having to notify Freddy of your decision in advance, within 40 (forty) days from the order date following the instructions on the package and also listed below.

Please note that it is not possible to request a replacement item. To purchase a different product, you will need to complete a new purchase. In addition, you cannot return products purchased from other websites (i.e. from websites that are not the official www.freddy.com website), or from brick-and-mortar stores.

If you wish to exercise your right to withdraw pursuant to current law (Leg. Decree 206/05) – which has stricter terms but which may also thus provide you with a quicker refund - click here for more information on how to proceed.

If, on the other hand, you want more information on the product guarantee pursuant to and in conformity with European Directive 1999/44/EC and Italian Leg. Decree 206/05, click here.

*any natural person who purchases goods for purposes that are not related to their professional activity or business, i.e. purchased WITHOUT providing a VAT no. on the order form.

Detailed instructions on how to return a product are found in the form included with the package you’ll receive, and can be consulted here.

The item(s) to be returned must be given to the courier or the post office or another carrier no later than 40 (forty) days from the order date. The items must be returned via tracked shipping via courier, post or another sort of carrier. You must pay the return shipping fees, which will depend on the shipping method you use. We do not accept returns with payment upon delivery. You are entirely responsible for the shipping fees, risk and responsibility until our warehouse has accepted the package.

You can return products to Freddy simply by following the instructions above or, if you prefer, you can also notify us of your decision to return the item(s) via any suitable means of communication, though it isn’t necessary.

As soon as the courier of your choosing has picked up the package, it will generally reach our warehouse in around 5-9 days.

Once the package has reached our warehouse, the processing times are generally:

• the warehouse staff will verify, within 10 business days, that the items returned comply with the Return policy;
• if the contents are considered compliant with the Return Policy, the cost of the items will be refunded.

For information on refund time lines and methods, without prejudice to compliance with the 14 (fourteen) day term (starting from the moment Freddy was notified of your decision), please see the following paragraph.

If the products are returned correctly, you will be refunded all payments made to Freddy, including delivery costs, without undue delay and, in any case, no later than 14 (fourteen) days from the date we are informed of your decision to withdraw from the contract (in the absence of other communications, from the moment we receive the returned item). Please note that you will not be reimbursed for any additional costs resulting from choosing a shipping option other than the standard, least expensive method offered by Freddy. In addition, in the case of partial returns, the flat-rate delivery costs will not be refunded. You must pay the return shipping fees, which will depend on the shipping method you use. We do not accept returns with payment upon delivery. The consumer expressly agrees that, in compliance with article 59, paragraph 1, letter a) of the Italian Consumer Code, any extra charge paid for the additional packaging service (gift wrap) will not be reimbursed if the consumer exercises the right of withdrawal and return within 40 days.

As established by applicable law, Freddy may suspend the refund until having received the item(s) or until the Customer has proven that the items have been shipped. Only after having received the returned item(s) from the Customer, or having received proof of their shipment, Freddy will issue a full refund. If it is found that the value of the items has decreased, Freddy will send an email noting the amount subtracted as a reduction of the refund. Freddy will then proceed with the refund of the amount due as quickly as possible. Without prejudice to the duty to comply with the 14 (fourteen)-day period to activate the process for refunding the Customer the sums paid to purchase the goods (the 14-day period commences as soon as Freddy S.p.A. is informed of the return without prejudice to the provision specified above as to the right to suspend the refund), the method of refund (and therefore, the time necessary for the amount to be credited) will depend on the method of payment used.

Refunds will be completed via the following methods:

A) PAYMENT VIA A SINGLE METHOD:

• Credit card, prepaid credit/debit card, Apple Pay or PayPal: refunds will be credited via the method you used for the payment, unless the order has been partially cancelled due to items being unavailable. In that case, for technical and administrative reasons, any refund that is owed for products included in the part of the order that was not cancelled will only be made via Store Credit, which can always be converted to cash. The refund will be made in 2-5 business days after the warehouse staff has checked the returned item(s). Depending on the method of payment and on your bank, it might take 3 to 14 business days for the amount to appear on your account. NOTE: The time required to redeem the payment with some types of credit cards depends solely on the bank, and may in some cases be made on the natural expiry (usually 24-25 days from the date of authorization).
• FREDDY360° credit: the value of the credit corresponding only to the items returned will be refunded to your Freddy360° credit total.
• Coupon code: since, as indicated, the value of the discount is distributed across all the products ordered, to get a complete refund, you must return all the products included in the order. If you decide to return all the items in the order, a new equal-value coupon will be sent to you by Freddy's Customer Care Team. You can of course proceed with a partial return, but, in this case, you will be given Store Credit (which can be converted to cash as indicated above) equal to the price of the products returned minus the % discount applied to them. New coupons will not be issued for partial returns.
• Store credit: the credit will be issued in a measure equal to the value of the articles returned

B) PAYMENT VIA MULTIPLE METHODS:

• If the payment has been made using a combination of Freddy 360 credit/a coupon code/Store Credit along with a credit card/prepaid credit-debit card/PayPal/Apple Pay the refund, first of all, will be completed by reactivating the Freddy 360 credit or the Store Credit, or by issuing a new coupon code, on a case-by-case basis. The difference, if any, will be reimbursed via Store Credit, which can always be converted to cash as indicated above. If said difference has been paid via Scalapay/Klarna, you will be automatically reimbursed for the amount relative to the instalment already paid directly on the card that you used to pay for the order, while the instalments which haven’t yet been paid will be cancelled.