1. Our approach
We want returns to be handled clearly and fairly.
This policy applies to purchases made directly through Franek Shop UK. It does not reduce or replace any rights you have under UK consumer law.
2. Change-of-mind cancellation for online orders
For most goods bought online by a consumer, you may cancel your order without giving a reason within 14 days after receiving the goods.
To cancel, contact:
info@franekshop.co.uk
Please provide:
- your order number;
- your name;
- the item you wish to return;
- a clear statement that you wish to cancel the purchase.
You do not have to use specific wording.
3. Returning goods after cancellation
After notifying us of cancellation, return the goods promptly and within the period required by applicable law.
Returns should be sent to:
Flat B, 106-108 Chaldon Road, Caterham, Surrey, CR3 5PH, United Kingdom
Please package the item securely.
We recommend retaining proof of postage or another form of return evidence.
4. Return postage for change-of-mind returns
For a lawful change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods where this is permitted by law and where this responsibility was communicated before purchase.
If we agree to provide a prepaid label, any deduction or charge will only be made where lawful and clearly agreed.
5. Refunds for cancelled orders
Where you validly cancel an online order, we will refund the amount due in accordance with applicable UK law.
Where legally required, this includes the basic/standard delivery cost paid for the original order.
If you selected a more expensive delivery service than our least expensive standard option, we are not required to refund the extra delivery upgrade unless the law requires otherwise.
We will issue the refund within the time required by law. Where permitted, we may wait until:
- we receive the returned goods; or
- you provide evidence that you have sent them back,
whichever occurs first.
Refunds will normally be made to the original payment method.
6. Handling returned goods
You may inspect goods in the same way you reasonably could in a physical shop.
If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, the law may allow a deduction for diminished value.
Any deduction will be reasonable and based on the actual loss in value.
7. Exceptions to change-of-mind cancellation
The statutory cancellation right does not apply in every situation.
Where applicable, exceptions may include certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
We will only rely on an exception where the legal requirements for that exception are actually met.
This does not remove your rights if goods are faulty or not as described.
8. Faulty, damaged or misdescribed goods
If an item is faulty, damaged, not as described or does not do what it should, contact us at:
returns@franekshop.co.uk
Please provide your order number and a description of the problem. Photographs may help us assess the issue quickly, but we will not use unnecessary requirements to restrict your statutory rights.
UK consumer law provides specific remedies for faulty goods. Depending on the timing and circumstances, these may include a refund, repair, replacement or price reduction.
9. Pre-owned and vintage goods
Pre-owned and vintage items may show age-related or previous-use characteristics that are clearly disclosed in the listing.
A disclosed characteristic is not automatically a fault merely because the item is not new.
However, describing an item as pre-owned or vintage does not remove your statutory rights if the item is materially faulty, unsafe or not as described.
10. Wrong item received
If we send the wrong item, contact us promptly.
We will arrange an appropriate remedy and will not require you to pay return costs caused by our fulfilment error.
11. Lost or damaged returns
For change-of-mind returns sent using a service selected by you, you are responsible for the parcel until it reaches us, subject to your legal rights.
Where we provide or control the return method for a faulty item, responsibility will be handled according to the circumstances and applicable law.
12. Contact
Returns email:
returns@franekshop.co.uk
Returns address:
Flat B, 106-108 Chaldon Road, Caterham, Surrey, CR3 5PH, United Kingdom