Return Policy

1. Your Legal Rights (UK Consumers)

14-Day Right to Cancel: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a UK consumer, you have the legal right to cancel your order within 14 days of receiving the goods without giving any reason. The cancellation period will expire 14 days after the day you receive the goods.

To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement (e.g., a letter sent by post or email). You can use the model cancellation form below, but it is not obligatory.

2. 30-Day Satisfaction Guarantee

In addition to your legal rights, we offer a 30-day money-back satisfaction guarantee. If you are not completely satisfied with your purchase, you may return the product within 30 days of delivery for a full refund of the purchase price (excluding shipping costs, unless the return is due to our error).

3. Return Eligibility

To be eligible for a return, the following conditions must be met:

• The product must be returned within the applicable time period (14 days for legal cancellation, 30 days for satisfaction guarantee)
• The product must be in its original, unopened packaging (or if opened, at least 50% of the product must remain unused)
• The product must be in the same condition as when you received it
• You must have the original receipt or proof of purchase

Note: If you cancel within the 14-day legal cancellation period and have opened the product, you may be required to pay for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at connect@thraxelluefrozao.world or call +44 20 7839 0888 to request a Return Authorization (RA) number
2. Provide your order number and reason for return
3. Package the product securely in its original packaging (if available)
4. Include the RA number on the outside of the package
5. Ship the product to the address provided by our customer service team

5. Return Shipping

14-Day Legal Cancellation: If you cancel within the 14-day legal cancellation period, you will be responsible for the direct cost of returning the goods. We will refund the standard delivery costs you paid when you placed your order.

30-Day Satisfaction Guarantee: Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped, defective product).

Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable shipping method as we cannot be responsible for items lost in transit.

6. Refund Process

Once we receive and inspect your returned product, we will send you an email to notify you of the receipt. We will also notify you of the approval or rejection of your refund.

14-Day Legal Cancellation: We will reimburse you no later than 14 days after the day we receive the goods back or, if earlier, 14 days after the day you provide evidence that you have sent the goods back. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

30-Day Satisfaction Guarantee: If approved, your refund will be processed to the original method of payment within 10-14 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

7. Non-Returnable Items

The following items are not eligible for return:

• Products that have been used beyond 50% of the contents
• Products without proof of purchase
• Products returned after the 30-day return period
• Products that have been damaged due to misuse or negligence

8. Exchanges

We do not currently offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired product.

9. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose. We will arrange for a replacement or full refund, including return shipping costs, at no charge to you.

10. Model Cancellation Form

11. Contact Us

If you have any questions about our return policy, please contact us: