Every so often mistakes do happen, but we do our best to rectify them as quickly and smoothly as possible. If you have received an incorrect item in your order, please contact our customer support team by e-mailing us at firstname.lastname@example.org within 48 hours of receipt and follow the returns process stated below and we will organise a replacement.
If something is missing from your order, please contact our customer support team by e-mailing us at email@example.com within 48 hours of receipt and we will despatch any missing item(s) the same day.
Faulty or damaged items
If your item was faulty or damaged on arrival, please contact our customer support team by emailing us at firstname.lastname@example.org within 48 hours of receipt, follow the returns process stated below and we will organise a replacement.
Cancelling an order
Whilst we hope that you will be delighted with your order, you are entitled to cancel your order if you notify us in writing within 7 days of placing the order. Please note that if the goods have already been despatched, you must return them to us at your own expense. We will refund the cost of the order and the original delivery charge.
Returning products process
For returns, please follow the process below within 10 working days of receipt.
1. Please advise us of the reason for the return by contacting our customer support team at email@example.com or include a letter with the returned item.
2. Use the original packaging to repack your return(s), ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a fully resalable condition. The parcel and its contents are your responsibility until they are received at our warehouse therefore we recommend you use a registered postal service and retain proof of postage. FRIO Australia is not responsible for returned goods being lost or damaged in transit. We are unable to make refunds on returns that do not reach us. Returned products must be in their original packaging, with instructions and all parts included. Items must not have been used or activated in any way. FRIO Australia reserves the right to refuse a refund on any item not deemed to be resalable.
3.The address for returns is: RETURNS DEPARTMENT, FRIO Australia (FAO: Martin Beeson), Parcel Locker 10114 73307, Shop 50, 171 Dandenong Road, Mount Ommaney QLD 4074, Australia.
Processing of refunds
We will process your return and refund within 3-5 days of receipt of the item. Please note that the refund can only be made to the card you used to purchase your goods. The refund should appear on your statement approximately 7 working days from date of processing refund. We will email you once we have processed your refund.