Last updated: 26 September 2026
We want you to be happy with everything you buy from FrexExpress. If you are not, this page explains how to return an item and get a refund. Nothing in this policy affects your legal rights.
Our 30-day returns promise
- You can return most items for any reason within 30 days of delivery.
- Returns are free – we will either send you a prepaid returns label or refund the reasonable cost of sending the item back to us by a tracked service (please keep your proof of postage).
- We will refund you within 14 days of receiving your return (or, if earlier, within 14 days of you giving us proof that you have sent it back).
- Refunds are made to your original payment method and include the original delivery charge (our standard UK delivery is free).
How to return an item
- Contact us within 30 days of delivery by email at info@frexexpress.com or by phone on 07761 091805, giving your name, order number and the item(s) you want to return. You can also use the model cancellation form below, but you do not have to.
- We will reply (usually within 1 business day) with a prepaid returns label, or confirm that you can send the item to our returns address: Frexexpress Returns, Unit 6, Rectory Farm, Tiffield, Towcester, Northamptonshire, NN12 8AA.
- Pack the item securely, ideally in its original packaging with all accessories, manuals and tags, and include a note with your order number.
- Send the item back within 14 days of telling us you want to return it.
Please look after the item while it is in your possession. If you are returning an item because you have changed your mind, it should be unused and in the same condition as when you received it. You may handle and inspect it as you would in a shop, but if it has been used or handled more than necessary to find out what it is and how it works, we may reduce your refund to reflect any loss in value.
Your legal right to cancel (Consumer Contracts Regulations)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order for any reason within 14 days, starting from the day after you (or someone you nominate) receive the goods. If your order is delivered in several parcels, the 14 days start the day after you receive the last one.
To cancel, you must tell us clearly (for example by email or using the model cancellation form below) before the 14-day period ends. You must then send the goods back within 14 days of telling us. We will refund all payments, including the cost of standard delivery, within 14 days of receiving the goods back or of you providing proof that you have returned them, whichever is earlier. Our 30-day returns promise is in addition to this legal right and gives you longer to decide.
Items that cannot be returned once opened
For health protection and hygiene reasons, we cannot accept change-of-mind returns of sealed items that have been unsealed after delivery. This includes, for example:
- health products and supplements (for example vitamins and food supplements);
- cosmetics, skincare, fragrances and other beauty products;
- personal care and hygiene items.
This does not affect your rights if the item is faulty, damaged or not as described.
Faulty, damaged or incorrect items (Consumer Rights Act 2015)
Everything we sell must be of satisfactory quality, fit for purpose and as described. If there is a problem with your item, please contact us and we will put it right. Under the Consumer Rights Act 2015:
- within 30 days of delivery you can reject a faulty item and get a full refund;
- after 30 days (or if you prefer), you can ask for a repair or replacement; if that is not possible or does not fix the problem, you can ask for a price reduction or a refund (a deduction may be made for the use you have had, except within the first 6 months);
- if a fault appears within 6 months of delivery, it is assumed to have been there at delivery unless we can show otherwise;
- you can make a claim for up to 6 years after delivery (5 years in Scotland), although after 6 months it is for you to show the fault was there at delivery.
We always pay the return postage for faulty, damaged or incorrect items.
If your parcel arrives damaged, please tell us as soon as possible (ideally within 48 hours) and, if you can, send photos of the item and packaging. This helps us resolve things quickly with the carrier; it does not limit your legal rights.
Refunds
Once your return arrives we will check it and email you to confirm your refund. Refunds are made to the card or payment method you used; it may take a few extra working days for your bank to show the money in your account. We do not charge any restocking fees.
Model cancellation form
If you would like to cancel your order, you can copy and complete this form and email it to info@frexexpress.com (you do not have to use it – any clear statement is fine):
To: Frexexpress Ltd, Frexexpress Returns, Unit 6, Rectory Farm, Tiffield, Towcester, Northamptonshire, NN12 8AA. Email: info@frexexpress.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*] / received on [*]:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
[*] Delete as appropriate.
Questions?
Email info@frexexpress.com or call 07761 091805. See also our Delivery Information and Terms & Conditions.