Thank you for shopping at thefryecompanyg.shop.

This Return and Refund Policy explains the conditions and procedures that apply to cancellations, returns, exchanges, damaged or incorrect products, faulty goods, and refunds.

This policy provides additional store return arrangements and does not restrict any mandatory rights available under applicable UK consumer law.

1. Summary of Your Rights

Customers purchasing through thefryecompanyg.shop may have:

• A statutory right to cancel most online purchases within 14 days after delivery

• A further 14 days after notifying us of cancellation to return the goods

• A 30-day commercial return period offered by thefryecompanyg.shop for eligible unused products

• Legal remedies where goods are faulty, not of satisfactory quality, not fit for purpose, or not as described

• The right to receive an approved refund through the original payment method, subject to applicable law

The statutory cancellation period and our commercial 30-day return period operate alongside each other.

Nothing in this policy excludes, restricts, or replaces any consumer right that cannot legally be excluded.

2. Our 30-Day Return Period

In addition to statutory cancellation rights, we accept eligible return requests submitted within 30 calendar days after delivery.

To use our 30-day commercial return policy:

• You must contact us within 30 calendar days after delivery.

• The product must satisfy the eligibility conditions in this policy.

• You must receive return authorisation and return instructions before sending the product.

• The authorised return must be dispatched within the period stated in our return instructions.

• You must provide valid proof of purchase or the applicable order number.

Return requests submitted after 30 calendar days may be declined unless a remedy is required by applicable law.

3. Statutory Right to Cancel an Online Order

For most products purchased online, UK consumers may cancel the contract without giving a reason.

The statutory cancellation period generally begins when the contract is formed and ends 14 calendar days after the day on which the customer, or a person nominated by the customer, receives the goods.

For an order delivered in multiple packages or separate deliveries, the cancellation period generally begins after the final product or final part of the order is received.

To exercise the statutory right to cancel, you must provide a clear statement that you wish to cancel the contract.

You may contact:

Email: info@thefryecompanyg.shop

Your cancellation notice should include:

• Your full name

• Your order number

• The email address used during checkout

• The product or order being cancelled

• A clear statement that you are exercising your right to cancel

You do not need to use a particular form or provide a reason, provided your decision to cancel is communicated clearly within the applicable period.

4. Returning Goods After Statutory Cancellation

After notifying us that you are exercising your statutory cancellation right, you must generally send the goods back within 14 calendar days.

We will provide the authorised return destination and return instructions after receiving your cancellation request.

Do not return products to an address shown on the original shipping package unless we expressly confirm that it is the authorised return address.

Goods must be returned without undue delay and securely packaged to prevent avoidable damage during transit.

5. Exceptions to the Statutory Cancellation Right

The statutory right to cancel may not apply to certain products, including:

• Goods made to the customer’s specifications

• Personalised, engraved, monogrammed, embroidered, or customised products

• Goods that are liable to deteriorate or expire rapidly

• Sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken

• Sealed audio, video, or computer-software products after the seal has been broken

• Digital content supplied immediately after the customer expressly agrees to immediate supply and acknowledges the loss of the cancellation right

• Goods that become inseparably mixed with other items after delivery

• Other products excluded from cancellation rights under applicable law

These exceptions do not remove legal rights where a product is faulty, not as described, or otherwise fails to comply with applicable consumer law.

6. Eligibility Under Our Commercial Return Policy

To qualify under our 30-day commercial return policy, a product must generally:

• Be unused, unworn, unwashed, uninstalled, unassembled, and unaltered

• Be in the same condition in which it was delivered

• Show no signs of outdoor use, prolonged wear, damage, modification, or misuse

• Include all original tags, labels, manuals, accessories, parts, and components

• Be returned with its original product packaging where reasonably possible

• Include valid proof of purchase

• Be securely packaged for return transit

All returned products are inspected before a commercial refund or exchange is approved.

These commercial eligibility conditions do not override statutory cancellation or faulty-goods rights.

7. Reasonable Inspection of Products

During the statutory cancellation period, customers may handle and inspect products only to the extent reasonably necessary to establish their nature, characteristics, and functionality.

This is broadly comparable to the inspection that would reasonably be permitted in a physical shop.

Handling beyond what is reasonably necessary may result in a lawful deduction from the refund to reflect any reduction in the product’s value.

Examples of handling that may reduce value include:

• Wearing footwear outdoors

• Wearing apparel for an extended period

• Washing or cleaning a product

• Removing or damaging essential tags

• Applying protective treatments or polishes

• Altering or repairing a product

• Using a product in a way that leaves visible wear

• Returning a product with missing parts or accessories

• Damaging retail packaging unnecessarily

No deduction will be made solely because a customer reasonably inspected a product.

8. Footwear Returns

Footwear may be tried on indoors on a clean, dry surface solely to assess size, fit, appearance, and comfort.

For a commercial return, footwear must generally:

• Not have been worn outdoors

• Show no sole wear

• Be free from dirt, grass, stones, moisture, scuffs, or other signs of outdoor use

• Be free from odours, stains, or damage

• Include all original tags, inserts, accessories, and protective materials

• Be returned with the original shoe box

• Be packaged so that the original shoe box is not damaged during return shipping

Do not attach tape, labels, writing, or postage directly to the original shoe box.

These conditions do not restrict remedies for faulty or incorrectly supplied footwear.

9. Apparel and Accessory Returns

For a commercial return, apparel, bags, and fashion accessories must generally be:

• Unworn other than a reasonable indoor fit check

• Unwashed

• Unaltered

• Free from stains, makeup, deodorant, fragrance, smoke, dirt, pet hair, and other contamination

• Free from stretching, fading, damage, or prolonged wear

• Returned with original tags attached where applicable

• Returned with original accessories and packaging

Products worn outdoors or for an extended period may not qualify as unused commercial returns.

Statutory rights remain available where the product is faulty or does not conform to the contract.

10. How to Request a Return

To request a cancellation, commercial return, exchange, or faulty-product remedy, contact:

Email: info@thefryecompanyg.shop

Please provide:

• Your full name

• Your order number

• The email address used during checkout

• The product involved

• Whether you are cancelling, returning, exchanging, or reporting a fault

• The reason for the request, where applicable

• Photographs or videos where the product is damaged, defective, incomplete, or incorrect

A reason is not required when exercising a valid statutory cancellation right.

After reviewing your request, we will provide the applicable return instructions and authorised return destination.

11. Return Authorisation

Please obtain return instructions before sending a product.

Return authorisation helps us identify the order and provide the correct destination and processing instructions.

Return authorisation does not remove or reduce a valid statutory right.

Products sent to an unauthorised address may be delayed, misdirected, or returned to the sender.

The address shown on an original parcel may belong to a carrier, supplier, warehouse, or logistics provider and may not be able to process returns.

12. Return Shipping Costs for Change-of-Mind Returns

For a valid statutory cancellation or commercial change-of-mind return, the customer is generally responsible for the direct cost of returning the goods unless:

• We agree to cover the cost;

• We provide a prepaid return label;

• The product is faulty, damaged, incomplete, or incorrect;

• We failed to provide legally required information about return costs; or

• Applicable law requires us to bear the cost.

Return postage purchased without prior agreement will not ordinarily be reimbursed for a change-of-mind return.

13. Return Costs for Faulty or Incorrect Goods

Where a product is verified as faulty, damaged before delivery, materially misdescribed, incomplete, or incorrectly supplied, we will bear reasonable return costs where required by law.

Depending on the circumstances, we may provide:

• A prepaid return label

• Carrier collection

• Reimbursement of reasonable authorised postage

• Another appropriate return arrangement

Do not purchase expensive, expedited, or special return services without our prior agreement.

14. Recommended Return Shipping Method

Customers should use an appropriate trackable shipping service.

Please retain:

• The tracking number

• Proof of postage

• The shipping receipt

• Photographs of the product before packing

• Photographs of the sealed return parcel

For customer-funded returns, responsibility for the parcel generally remains with the customer until it reaches the authorised return destination.

This does not apply where the return method is arranged and controlled by us or where applicable law provides otherwise.

15. Return Packaging

Returned goods must be packaged with reasonable care to prevent avoidable damage.

Where reasonably possible, use:

• The original protective materials

• The original product box

• A separate outer shipping container

• Appropriate padding and protection

Do not place labels or tape directly on retail packaging unless instructed.

Customers may be responsible for avoidable reduction in value caused by inadequate packaging or handling beyond what was reasonably necessary to inspect the goods.

16. Refunds Following Statutory Cancellation

Where a valid statutory cancellation applies, the refund will generally include:

• The price paid for the cancelled goods

• The cost of the least expensive standard delivery method offered for the order

If the customer selected a more expensive delivery method, the additional cost above the standard delivery service will not ordinarily be refunded.

We may withhold the refund until:

• We receive the returned goods; or

• The customer provides evidence that the goods have been sent back,

whichever occurs first.

The refund will generally be issued within 14 calendar days after the applicable condition above is satisfied.

17. Refunds Under Our Commercial Return Policy

For an eligible commercial return that falls outside the statutory cancellation rules, we generally:

• Inspect the returned product within 5 business days after receipt

• Notify the customer whether the return is approved

• Process an approved refund within 10 business days after inspection

The refund will generally cover the amount actually paid for the eligible product.

Original delivery upgrades and customer-funded return shipping are not ordinarily refundable for commercial change-of-mind returns.

18. Refund Method

Approved refunds will generally be issued using the same payment method used for the original transaction.

Refunds cannot ordinarily be issued to:

• A different payment card

• A different bank account

• Another customer

• An unrelated payment method

Where the original payment method is no longer available, any alternative arrangement will depend on payment-provider capabilities, identity verification, and applicable law.

19. Payment-Provider Processing Time

After we issue a refund, the customer’s bank, card issuer, or payment provider may require additional time to post the funds.

This external processing period is controlled by the relevant financial institution.

Customers who have received refund confirmation but cannot locate the funds should:

1. Check the relevant payment account.

2. Contact the card issuer or payment provider.

3. Allow any processing period stated by that provider.

4. Contact info@thefryecompanyg.shop if further assistance is required.

20. Deductions for Reduced Value

For statutory cancellation returns, we may make a lawful deduction where the value of the goods has been reduced by handling beyond what was reasonably necessary to establish their nature, characteristics, and functionality.

A deduction may reflect:

• Visible wear

• Outdoor use

• Washing or cleaning

• Damage after delivery

• Missing parts or accessories

• Alteration

• Contamination

• Unnecessary damage to product packaging

• Other measurable reduction in resale value

Any deduction will be reasonably related to the actual reduction in value.

No deduction will be made for reasonable inspection alone.

21. No Standard Restocking Fee

We do not charge a standard restocking fee for:

• A valid statutory cancellation return

• A qualifying faulty-goods return

• An eligible commercial return that fully complies with this policy

This does not prevent a lawful deduction for reduced value, missing components, customer-caused damage, or other losses permitted by applicable law.

22. Faulty, Misdescribed, or Unsatisfactory Goods

Products supplied by thefryecompanyg.shop must comply with applicable consumer law.

Customers may have legal remedies where goods are:

• Faulty

• Not of satisfactory quality

• Not fit for their intended or stated purpose

• Not as described

• Incorrectly supplied

• Improperly installed where installation formed part of the contract

These rights apply independently of the statutory cancellation period and our commercial return policy.

23. Short-Term Right to Reject Faulty Goods

Where applicable, consumers may have a short-term right to reject goods that fail to conform to the contract within 30 days after delivery or transfer of ownership.

Where the short-term right to reject validly applies, the customer may be entitled to a refund.

The 30-day period may be paused where the customer agrees to a repair or replacement.

Certain products, including perishable goods, may be subject to a shorter reasonable period based on their expected lifespan.

24. Repair or Replacement

After the short-term right to reject has expired, or where the customer chooses not to reject the goods, the customer may be entitled to request:

• A repair; or

• A replacement.

The chosen remedy may be refused where it is impossible or disproportionate compared with the alternative remedy.

A repair or replacement must be provided within a reasonable time and without significant inconvenience to the customer.

25. Price Reduction or Final Right to Reject

Where a repair or replacement:

• Is impossible;

• Is unsuccessful;

• Is not completed within a reasonable time; or

• Causes significant inconvenience,

the customer may be entitled to:

• An appropriate price reduction; or

• A final right to reject the goods and receive a refund.

Any refund deduction for use will be applied only where legally permitted.

26. Reporting Damaged, Defective, or Incorrect Goods

Contact info@thefryecompanyg.shop promptly if a product arrives:

• Damaged

• Faulty

• Incomplete

• In the wrong size, colour, style, or quantity

• Different from the product ordered

• Missing an included accessory or component

Please provide, where reasonably available:

• Your full name

• Your order number

• A description of the problem

• Photographs of the complete product

• Photographs of the affected area

• Photographs of the product packaging

• Photographs of the outer shipping package

• Photographs of the shipping label

• Product labels, size markings, or identifying codes

These details help us assess the issue efficiently but do not remove a valid legal right where evidence can be provided in another reasonable way.

27. Preserving Damaged Goods and Packaging

Please retain the affected product and available packaging while the matter is under review.

Unless necessary for safety, do not:

• Continue using the product

• Attempt an unauthorised repair

• Alter the product

• Dispose of the product

• Discard relevant packaging

• Remove identifying labels

Where a product may be unsafe, stop using it immediately and contact us.

28. Customer-Caused Damage

A product is not considered faulty solely because damage results from:

• Normal wear and tear

• Accidental damage after delivery

• Misuse

• Neglect

• Incorrect cleaning

• Improper storage

• Failure to follow instructions

• Unauthorised modification

• Unauthorised repair

• Use for an unintended purpose

• External damage occurring after delivery

This section does not apply where the alleged customer damage was caused or materially contributed to by an existing defect.

29. Exchanges

Eligible products may be exchanged within the 30-day commercial return period, subject to availability and the conditions in this policy.

To request an exchange, contact info@thefryecompanyg.shop before returning the product.

An exchange is not reserved or guaranteed until the returned product has been received and inspected.

If the requested replacement is unavailable, we may offer:

• A refund

• Another available product

• Store credit with the customer’s agreement

For a change-of-mind exchange, the customer may be responsible for:

• Return shipping

• Any price difference

• Delivery costs for the replacement where clearly disclosed and legally permitted

Where an exchange is required because we supplied faulty or incorrect goods, we will not charge the customer additional standard delivery costs.

30. Sale and Discounted Products

Sale and discounted products have the same statutory rights as full-price products.

A sale or discount does not remove legal remedies where goods are faulty, not as described, or otherwise fail to conform to the contract.

Sale products may also be returned under our 30-day commercial policy if they satisfy the applicable conditions, unless clearly identified as final sale and the restriction is legally permitted.

31. Final-Sale Products

Products clearly identified as “Final Sale” may be excluded from our additional commercial change-of-mind policy.

A final-sale designation does not remove:

• A valid statutory cancellation right where no legal exception applies

• Rights relating to faulty goods

• Rights where goods are not as described

• Other mandatory consumer remedies

A discount alone does not automatically make a product final sale.

32. Personalised and Customised Products

Personalised, made-to-order, engraved, embroidered, monogrammed, or customised products are generally excluded from statutory change-of-mind cancellation and our commercial return policy.

This exclusion does not apply where the product is:

• Faulty

• Damaged before delivery

• Not as described

• Incorrectly personalised

• Different from the confirmed customer instructions

Customised orders may not be changed or cancelled after production or personalisation has started.

33. Hygiene-Sensitive Products

Sealed goods that are unsuitable for return for health-protection or hygiene reasons may become non-returnable after the seal is broken.

Where applicable, this may include certain:

• Personal-care goods

• Intimate products

• Hygiene-sensitive accessories

• Sealed products that come into direct contact with the body

The exception applies only where the nature of the product and the broken seal justify it under applicable law.

Faulty-product rights remain unaffected.

34. Promotional Gifts and Bundles

Where products were supplied as a bundle, the complete bundle may need to be returned to receive a full commercial refund.

Complimentary or promotional gifts may also need to be returned where the qualifying purchase is cancelled or returned.

Where clearly disclosed and legally permitted, the reasonable value of an unreturned promotional product may be deducted from a commercial refund.

Promotional gifts do not ordinarily have a separate cash value.

35. Return Inspection

After an authorised return is received, we may inspect:

• The product’s condition

• Whether the correct product was returned

• Signs of use or wear

• Whether all components are present

• Whether damage occurred after delivery

• Whether handling exceeded reasonable inspection

• Whether the product qualifies under the applicable return route

We generally complete commercial return inspections within 5 business days.

Statutory refunds will not be delayed beyond the period permitted by applicable law.

36. Rejected Commercial Returns

A return under our additional commercial policy may be rejected if:

• The request was submitted after the 30-day period

• The product was materially used or worn

• The product was washed, altered, repaired, or damaged after delivery

• Essential tags, accessories, or components are missing

• The returned product does not match the original order

• The product is excluded from commercial returns

• The return was sent contrary to reasonable instructions

• The return otherwise fails to satisfy the commercial conditions

Rejecting a commercial return does not remove any valid statutory cancellation or faulty-goods right.

If a commercial return is rejected, we will explain the reason by email.

37. Order Changes and Cancellations Before Dispatch

To request an order change or cancellation before dispatch, contact:

Email: info@thefryecompanyg.shop

Please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate the request, but we cannot guarantee that an order can be changed or cancelled after it has entered:

• Payment verification

• Processing

• Product preparation

• Customisation

• Fulfilment

• Packaging

• Dispatch

This operational limitation does not remove a statutory cancellation right that applies after the contract is formed.

38. Refused or Undeliverable Packages

Customers are responsible for providing a complete and accurate delivery address and following reasonable carrier instructions.

If a parcel is returned because of:

• An incorrect or incomplete address

• Failure to collect the parcel

• Failure to respond to carrier notices

• Refusal of delivery

• Failure to complete required customs procedures

• Refusal to pay applicable import charges

we will review the order and contact the customer regarding available options.

Actual return or reshipping costs may be charged or deducted only where clearly permitted by the contract and applicable law.

39. Packages Marked as Delivered

If tracking shows that a parcel was delivered but it cannot be located, customers should:

1. Check the usual delivery location.

2. Check entrances, outbuildings, porches, and secure places.

3. Ask household members or neighbours.

4. Check with reception, building management, or a concierge.

5. Review any carrier photograph or notice.

6. Contact the carrier using the tracking number.

7. Contact info@thefryecompanyg.shop with the order details.

We will review the available information and provide reasonable assistance.

Delivery confirmation does not prevent a customer from presenting evidence that the goods were not received.

40. Lost Parcels

A parcel may be treated as lost after the carrier confirms that it cannot be located or completes its investigation.

Where goods are lost before lawful delivery to the customer or nominated recipient, we will provide an appropriate remedy in accordance with applicable law.

This may include:

• A replacement

• A refund

• Another agreed solution

Customers should contact info@thefryecompanyg.shop if tracking has not updated for an extended period.

41. Chargebacks and Payment Disputes

We encourage customers to contact info@thefryecompanyg.shop before initiating a chargeback or payment dispute.

Many order, delivery, return, or refund issues can be resolved directly.

A payment dispute does not automatically replace the applicable return procedure.

We may provide relevant transaction, shipping, delivery, return, and communication records to the payment provider when responding to a dispute.

Nothing in this section restricts a customer’s lawful rights under payment-services or consumer-credit legislation.

42. Return and Refund Abuse

We may investigate suspected:

• Product substitution

• Return of a different product

• False damage claims

• False non-delivery claims

• Duplicate refund requests

• Manipulated photographs or documents

• Payment fraud

• Chargeback abuse

• Other deceptive conduct

We may reject an invalid claim, restrict an account, preserve relevant records, or report suspected unlawful activity where legally appropriate.

Any decision will be based on the available evidence and applicable law.

43. Complaints

If you are dissatisfied with a return, refund, repair, replacement, or exchange decision, contact:

Email: info@thefryecompanyg.shop

Please include:

• Your full name

• Your order number

• The original request

• The response received

• The reason you disagree

• The resolution you are seeking

• Any additional supporting information

We will review the complaint and aim to respond fairly within a reasonable period.

44. Consumer Rights

Nothing in this policy excludes, restricts, or modifies rights available under applicable UK consumer law.

In particular, this policy does not remove legal rights concerning goods that are:

• Faulty

• Not of satisfactory quality

• Not fit for purpose

• Not as described

• Incorrectly supplied

Where this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

45. Changes to This Policy

We may update this Return and Refund Policy to reflect changes in:

• Products

• Return procedures

• Business practices

• Shopify features

• Payment or fulfilment arrangements

• Consumer-law requirements

The revised policy will be published on thefryecompanyg.shop with an updated effective date.

The policy in effect when an order is placed will generally apply to that order, except where mandatory law requires otherwise.

46. Contact Information

For cancellations, returns, exchanges, faulty-product claims, refund questions, or complaints, contact:

Store: thefryecompanyg.shop
Email: info@thefryecompanyg.shop

Customer enquiries are generally answered within 1–2 business days.