At Frolics (frolics.shop), we are dedicated to providing our customers with high-quality electric scooters and hoverboards. We understand that sometimes a product may not meet your expectations, and we are here to help. Please read our Return & Refund Policy carefully to understand our process.
1. Returns
Eligibility for Returns:
You have 30 days from the date of delivery to return any item. To be eligible for a return, the item must be unused, in its original condition, and in the original packaging. All accessories, manuals, and parts must be included. Items that are damaged, used, or missing parts for reasons not due to our error are not eligible for return.
Non-Returnable Items:
The following items are not eligible for return:
- Gift cards
- Clearance items or items marked as final sale
- Custom or personalized items
Return Process:
- Initiate a Return: Contact our customer support team at support@frolics.shop with your order number and reason for return. Our team will provide you with a Return Authorization (RA) number and instructions on how to return the item.
- Prepare Your Return: Ensure the item is in its original condition and securely packaged. Include all original packaging, accessories, manuals, and the RA number.
- Ship Your Return: Send the item to the address provided by our customer service team. We recommend using a trackable shipping method and purchasing shipping insurance. Frolics is not responsible for items lost or damaged during return shipping.
2. Refunds
Refund Processing:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
Partial Refunds:
Partial refunds may be granted under specific circumstances, such as:
- Items not in their original condition, damaged, or missing parts
- Items returned more than 30 days after delivery
Late or Missing Refunds:
If you haven’t received your refund yet, please check your bank account or credit card statement first. It may take some time before your refund is officially posted. If you still have not received your refund, please contact us at info@frolics.shop.
3. Exchanges
Exchange Policy:
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at info@frolics.shop. We will provide instructions on how to return the defective item and receive a replacement.
4. Damaged or Defective Items
Reporting Damaged or Defective Items:
If you receive a damaged or defective item, please contact us within 7 days of receiving the product at info@frolics.shop. Provide your order number, a description of the issue, and photos of the damage or defect. We will arrange for a replacement or refund as soon as possible.
5. Return Shipping Costs
Customer Responsibility:
The customer is responsible for paying return shipping costs unless the return is due to a defect or error on our part. Original shipping charges are non-refundable.
Return Labels:
In cases where we provide a prepaid return label, the cost of return shipping will be deducted from your refund.
6. International Returns
Customs and Duties:
International customers are responsible for any customs duties, taxes, or fees associated with returning items. Frolics is not responsible for delays or additional charges due to customs processing.
7. Contact Us
If you have any questions about our Return & Refund Policy, please contact us at:
Frolics
Email: info@frolics.shop