refund policy

Order cancellation

Your order will be fully refunded if it is cancelled within 12 hours of purchase. Please email us through "Contact Us" if you wish to cancel the order. Orders cancelled over 12 hours after purchase but before shipping will be subject to a 15% cancellation fee. We will NOT accept any cancellation request if the order has already been shipped.

If you are not satisfied with your purchase, remember that you have 14 calendar days from the date you received your item to do so; after this period, your item will not be accepted for return (according to art. 44 of Law 7/1996, of January 15, on the Management of Retail Trade, modified by Law 47/2002, of December 19) If you decide to return your order, you will be responsible for the shipping costs

  1. You have 14 calendar days from the date of RECEIPT of the order to return it. Remember that you have 5 days from the date of receipt to contact our customer service by message.
  2. Due to their special characteristics, the following items are excluded from exchange, return or cancellation for reasons of health protection and hygiene: Digital products
    flowers and plants
    Custom orders
    Products for single use
  3. Items must be shipped in perfect condition and in their original packaging. Returns will be inspected by our quality managers. If they find any defective, stained or used items, the exchange or return will not be accepted.
  4. If you make a return without informing our customer service, our quality service will consider it as a non-refundable item.
  5. We do not accept returns of cash on delivery orders. Return shipping costs are non-refundable.
  6. The company is not responsible for shipping costs for returned goods. Note: Insurance and shipping costs are non-refundable.


While we do our best to ensure you receive your order no later than 15 days after purchase, we cannot guarantee this due to the ongoing COVID 19 pandemic and other unforeseen circumstances that may affect shipping and inventory. We cannot provide refunds for items not delivered on a specific date, special occasion, or holiday.

Each product description indicates how long shipping may take. Please take this into account when placing your order.

Once an order has been shipped, we cannot cancel it.


The costs for return shipping are at your own expense.


If you have any questions about how to return your order to us, please contact us at

I received a faulty or incorrect product. What should I do now?

Please contact us at We ask you to provide some photos and/or a video of the product received so that we can better analyze the situation.

Once our team has processed the information and confirmed your situation, we will initiate a replacement. Unfortunately, without visible proof of a defect or incorrect item, we are unable to process an exchange.

I want to return an order; what should I do?

We currently have no warehouse in Europe. Any orders sent to an address other than the one we provide will be lost and non-refundable.

First step to return:
1-Fill out the form below (you can send it in writing by email, it does not need to be printed).

2-Make sure to provide the Track & Trace number so we can track the shipment to our warehouse.

Sample cancellation form

(If you want to cancel the contract, please fill out this form and send it back.)

Order number:


I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)


Ordered on (*)/received on (*)


Name of consumer(s)


Address of the consumer(s)


Signature of the consumer(s) (only if notification is on paper)




(*) Delete as appropriate.

A notice: Please do not send your return to the address on the package you received. This is not the address for returns and will affect the process.

By shopping with us, you agree to all of the following terms and conditions:

  • If the item is defective, you have 14 days to contact us and 14 days to return it from the date you received it. If this item is in your possession more than 14 days, it is considered used and you will NOT receive a REFUND OR REPLACEMENT, NO EXCEPTIONS!
  • After the first 24 hours of placing your order, you are NOT entitled to a refund or replacement if you no longer want an item.
  • You will NOT be entitled to a refund or replacement if you made a mistake in the shipping address.
  • To make the return, the item will be shipped to our overseas warehouses. The buyer is responsible for return shipping costs in all cases unless the product is defective.
  • All returned items MUST BE in their original packaging and you MUST PROVIDE us with the shipment tracking number and specific reason for the return.

When and why will my order not be refunded?

NO returns will be accepted and NO refund or exchange will be possible if the returned products are opened, used or not in their original packaging. No refund or exchange will be given for products that smell of smoke, perfume, lotion or detergent. The returned product must be new, undamaged and in its original packaging. frenkpalmer Team reserves the right to check the integrity of the goods and, if necessary, to retain part of the value of any damage caused to the product or packaging. The only cost incurred by the customer is the cost of shipping the item itself.

Returns & Conditions *14 days to think about it *Returns are at your own expense.