Refund policy

At FreshLock, we are committed to providing high-quality products along with clear product information and dedicated customer support. Please review this return and refund policy carefully before placing your order.

Incorrectly Placed Orders & Change of Mind

We do not accept returns or refunds for incorrectly placed orders. Orders may be modified prior to dispatch if possible, however once an order has been shipped, it cannot be cancelled, changed, or refunded due to change of mind.

All purchases are considered final and orders cannot be refunded due to change of mind.

Sizing Issues

We provide on the majority of our product pages to help customers choose the correct item

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at freshlockofficialcontact@gmail.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at freshlockofficialcontact@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at freshlockofficialcontact@gmail.com.

before purchasing. Because these guides are available, we are unable to offer returns or refunds for sizing discrepancies.

We strongly encourage customers to review the sizing information carefully before placing an order.

Shipping Delays

We always aim to deliver orders within the estimated shipping timeframe provided at checkout. However, shipping times are estimates only and are not guaranteed. Delays can occur due to circumstances outside of our control, including but not limited to courier delays, customs processing, weather disruptions, peak seasonal demand, or other unforeseen shipping carrier issues.

Because of this, we do not offer refunds or replacements for orders that are still in transit until 30 days have passed from the order date. This timeframe allows sufficient time for the carrier to complete the delivery before the parcel is considered lost.

We appreciate your patience and understanding while your order is in transit. Our team will always do their best to assist with tracking updates or delivery issues during this time.

Damaged or Defective Items

All items are inspected prior to shipping. However, if you receive an item that arrives damaged or defective, please contact us within 14 days of receiving your order and include photo evidence of the issue.

Once reviewed, we will work with you to provide a suitable resolution such as a replacement or store credit.

Incorrect Items Received

If you receive the wrong item, please notify us within 14 days of delivery. Once confirmed, we will arrange a resolution and ensure the correct item is sent to you.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at freshlockofficialcontact@gmail.com.