1. Fruugo customer care
  2. Returning products

Returning products

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 to the retailer, or any products included in the order, and receive a full refund for the items.

Please ensure that goods are returned to the retailer, and NOT to Fruugo. We will not accept liability for any goods returned to any Fruugo office.

Certain products purchased at Fruugo cannot be returned. They fall into 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

If you are unsure if your product can be returned please raise an enquiry by logging into your Fruugo Account. For assistance with creating an account or raising an enquiry, see How do I raise an enquiry about an order?

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.

If an order is returned which does not meet these conditions, your return may be refused and returned to you or a reduced refund may be offered.

Notifying us of a return

You have 14 days from receipt of your order to register your return. To do this we advise that you contact the retailer of your order via your Fruugo account, using the instructions above.

Your item(s) must be returned to the retailer in accordance with their returns instructions, without undue delay and in any event not later than 14 days after notifying us of your cancellation.

If you wish to return an order, or some of the products included in an order, please log into your Fruugo Account by clicking on the following link:
https://www.fruugo.co.uk/help

Please select the order you wish to return by clicking 'enquire about order' and select 'I want to return my order' from the drop down. 

Your retailer will send you specific instructions on how to ship the return package(s) back to them. Please do not ship the return package before you receive the instructions.

Shipping products back to retailers

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 raise an enquiry with the retailer including as much information about the damage as possible and images/videos showing the issue.

You will generally be required to ship the damaged product back to the retailer, however, in some cases, the retailer will not require the item to be returned to them. 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. If the retailer is unable to provide a returns label, you may be instructed to return the damaged product back to the retailer, and upon providing a copy of your returns postage receipt, reasonable returns postage costs will be reimbursed to you.

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 may be responsible for the postage charges. Any fees and charges incurred by the retailer due to a package being refused may be deducted from your merchandise refund. The same will apply if the tracking states that delivery has been attempted and the item is awaiting collection from a postal depot, and that item is not collected.