Returns, disputes & refunds

How to request

To log a return or a dispute, go to Track order , enter your order number and the email or phone number used at checkout, then choose Return or Dispute on that order.

Returns

You have 21 days from the day your order is delivered or collected to request a return.

Returns are for:

• Wrong item received
• Product is faulty or not working

Wrong item

If you received a different item from the one you ordered and we confirm that, we cover the return delivery cost. You may receive a replacement or a cash refund.

Faulty products

Faulty electronic or electrical items are assessed before a return, replacement, or refund is approved. If you claim an item is faulty, you cover the return delivery cost unless we decide otherwise.

Personal-care products

Opened or used skincare, shower gel, deodorants, perfumes, lip glosses, and similar personal-care products cannot usually be returned, unless they arrived damaged, defective, or were the wrong item.

Conditions

Please return the item in a condition that allows us to assess it. We decide whether a return qualifies under this policy.

After you submit

We review your request. A return may show as: Requested, Under review, Approved, Rejected, Item received, Resolved, or Cancelled.

Refunds

A cash refund is available when a return has been reviewed and approved for refund. Submitting a request does not mean a refund is automatic.

Once a refund is approved, we aim to process it within 3 days. The refund is the amount paid for the approved item(s). Delivery fees paid to a rider are not included. Where possible, we return the money through the original payment method.

If you paid for an item that we cannot fulfil, we will refund that payment.

Return delivery: we pay when a wrong item is confirmed; you pay on a faulty-item claim unless we decide otherwise.

Disputes

Use a dispute if your order was not received, or there is a delivery or pickup problem. Wrong items, faulty items, and damaged products are handled as returns, not disputes.

Dispute reasons: order not received, delivery issue, pickup issue, or another fulfilment issue.

We will review the order and may contact you. You can follow the status on Track order. A dispute may show as: Open, Under review, Resolved, or Closed. If needed, we may then handle it as a return, replacement, or refund.

Contact

• Phone: 020 290 6231
• Email: support@theverydemureshoppingwithfrimpomaa.com