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Return policy

We at Frankana Freiko want to make sure that you are satisfied with your purchase from our Marketplace. If you are not satisfied with an item, you can return it to the Frankana Freiko retailer – hereinafter referred to as the contractual partner – from whom you purchased the goods under the following conditions:

Return period and conditions

  • You may return your order to the Frankana Freiko retailer from whom you purchased the goods within the cancellation period specified in the cancellation policy of your contractual partner. Please note the information in your email order confirmation/email dispatch confirmation or your invoice. Click here to see the cancellation form.
  • The items must be unused, in perfect condition and in their original packaging.
  • Personalised or custom-made items are excluded from return.

How the return process works

  1. Fill out the return form: Download the return form here. Fill it out completely and enclose it with your return shipment.
  2. Prepare the return shipment: Pack the items securely in the original packaging and enclose the return form.
  3. Return the parcel: Send the parcel back to your contractual partner who delivered and charged you for the goods. You will find the address in the order confirmation email/dispatch confirmation email and on your invoice.

Refunds and exchange

  • Refunds: After receiving and checking your return, your contractual partner who delivered and charged you for the goods will refund the purchase price. Please note the information in the cancellation conditions of your contractual partner. 
  • Exchange: If you wish to exchange an item, please indicate this in the return form. The exchange will be made depending on availability by your contractual partner from whom you received the goods and who charged you for them.

Contact us

  • If you have any questions regarding returns, please contact the contractual partner who delivered and invoiced the goods to you. You will find the address and telephone number in your order confirmation email/dispatch confirmation email and on your invoice.