Policy Page

Return policy

 Overview

  At FRONTEX  we aim to provide the best shopping experience. However, if something goes wrong, we’re here to help—under specific conditions as outlined below.

 

 1. Return Window

      • Returns are only accepted within 5 days from the date the product is marked as delivered.

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      • After the 5-day window, we will be unable to process any return requests.

 

 2. Eligibility Criteria for Return

  Returns are applicable only under the following circumstances:

      1. You received a damaged product upon delivery.

      2. You received a different product than what was ordered.

      3. No other reasons (including change of mind, size/color preference, etc.) will be considered for return approval.

 3. Product Condition & Proof Requirements

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

      1. A valid unboxing video must be provided:

      2. Maximum video length: 120 seconds.

      3. Video must be recorded in one continuous take—no cuts, edits, or trims allowed.

      4. The product should be shown clearly being unboxed from the original package.

 

      • Along with the video, submit:

      • Photos of the package from all sides.

      • A clear image of the shipping label, including the tracking ID and order ID.

   

   Failure to meet any of these conditions may result in your return request being rejected.

 

 4. Return Approval & Next Steps

  Once your return request and submitted proof are validated and approved:

      • You can choose between a refund or a replacement.

      • If you choose a replacement:

      • Our team will place a new order on your behalf within 12 hours at no extra cost

      • You will be notified via email and SMS once the replacement is confirmed.

 

  If you choose a refund:

        • Refund will be initiated after we receive the returned product in original condition.

 

If You Choose Replacement: 
      • Post Validation and Approval Replacement product will be delivered in 5-7 business days

 5. Refund Information

      • Refunds are processed within 7 business days from the date we receive the returned item.

      • If you haven’t received your refund after 7 days:

      • Please check with your bank or payment provider.

      • If the issue remains, you can raise a ticket from your account page by mentioning the issue.

To learn more about refund on cancellation , please read our [Refund on cancellation Policy]

  6. Track Your Return

You can check the status of your return anytime by visiting the “My Account” section on our website.

 

 If you have questions or need help with your return, feel free to contact us:support@frontex.shop