Refund policy

We want you to be pleased with our products, but if you would like to return your order, you required to notify within 14 days (from the day you have received the goods).

Please write an email to our Online Customer Services Team (sales@freeqlo.com)

Include:

Your order number.
Your contact number or email address.
The date, you have received your order.
Reason : refund / replacement / Cancel

We will send you confirmation of your cancellation by email. All Goods must be returned strictly within 10 days from email that you have received from us for your order cancellation.

Restocking Fees
When you decide to return an item, it’s important to understand the restocking fee. This fee is necessary to cover the costs associated with preparing the returned item for resale. The restocking fee is set at 20% of the item’s original cost.
Shipping Fees
Buyer is liable to pay shipping charges.

Return Address:

FREEQLO LTD

Unit 12-14 Hutton Street, Boldon Colliery, NE35 9LW

Refund

Returned items must be received in their original packaging and in perfect condition. This means if merchandise was originally in seal packaging, it’s expected to be returned in the same way. Unsealed/used items are not resellable and therefore, not accepted for refunds if returned. No refunds will be offered for orders past 14 days of the receipt.

If you simply do not like the item, the order was placed in error, you purchased the wrong Sizes goods, or it does not meet your requirements you will be subject to cover the cost of return postage.

Please note that when you are covering the cost of return postage you will be required to provide a fully tracked return otherwise, we may not be able to validate the return being made.

All merchandise returned that is opened or not in the original packaging will be discarded. Goods must be returned in full pack quantities. We cannot offer any refunds on partial packs. No refunds or exchanges will be issued for such merchandise.

Delivered Damaged or Defective Product Returns

If you have received delivered damaged or defective products, we apologise in advance. Please follow the guidelines below:

Please contact us via sales@freeqlo.com within 3 working days of receipt of the goods. Refunds for damaged or defected goods can only be refunded when returned to Newpack packaging within 10 working days of your delivery.
We will arrange collection for any damaged or defective goods, however in the event that you miss your arranged collection date or time, then the return of the goods will become your responsibility.
Items must be made ready for collection with an order confirmation printed inside the parcel.

Exchange

We do not offer exchanges on goods bought in error.

We may offer an exchange or discount if you have received the incorrect order, but we will request photographic proof of what has been received. Any exchanges made in this manner will be processed only once the return has been collected and returned to us.

Proof of Delivery

If our courier confirms that an order has been successfully delivered to the delivery address provided by the customer, and proof of delivery is available, the order will be deemed fulfilled. Where proof of delivery has been provided by the courier, we are unable to offer a refund or replacement for claims of non-receipt unless the courier accepts responsibility for a delivery error following an investigation.

If you believe your parcel has not been received despite being marked as delivered, please contact us within 7 days of the delivery date. We will provide the available proof of delivery and, where appropriate, assist in opening an investigation with the courier. Customers are encouraged to check with household members, neighbours, reception desks, building management, or any designated safe place before reporting a parcel as missing.

Refunds or replacements will only be considered where the courier confirms that the parcel was lost, misdelivered, or otherwise not successfully delivered.