To request a return, contact Fruktos at info@fruktos.co.uk within 30 days after receiving your item. Please include your order number, product name, reason for return, and photographs where relevant. Do not send the item back before receiving return instructions. Change-of-mind returns must generally be unused, complete, and in their original condition. Custom-made or personalised furniture may not be eligible for a voluntary return. Faulty, damaged, incorrect, or misdescribed items are handled separately under your statutory rights.
You have 30 days after receiving your item to contact us and request a return for an eligible product.
To start a return, you must contact us within the 30-day period. After we approve the return, we will provide instructions about returning the item or arranging collection, depending on the product and circumstances.
The 30-day return period does not reduce any separate legal rights you may have, including rights relating to faulty, damaged, incorrectly supplied, or misdescribed goods.
To be eligible for a return under our 30-day voluntary return policy, the item must generally be:
For hygiene or health reasons, certain sealed products may not be eligible for return once unsealed, where permitted by law.
Furniture that has been assembled, used, altered, damaged, stained, scratched, or exposed to unreasonable handling may be refused or may qualify only for a reduced refund where legally permitted.
The 30-day voluntary return policy does not normally apply to furniture that is:
This exclusion does not affect your legal rights if a custom or personalised item is faulty, damaged, incorrectly supplied, or not as described.
To request a return, contact us within 30 days after receiving your item:
Email: info@fruktos.co.uk
Phone: +44 7766 854757
Business address: Flat 36 Witham Court, Thant Close, London, England, E10 5PJ
Please include:
We may request photographs or other information to assess the condition of the product and determine the appropriate return method. Do not send an item back before receiving return instructions unless we have specifically told you to do so.
After reviewing your request, we will confirm whether the return is approved and explain how the item must be returned.
Depending on the furniture’s size, weight, and condition, we may:
The customer must package the item securely and safely unless Fruktos has agreed to arrange collection or provide a different method.
For a change-of-mind return under our voluntary 30-day policy, the customer is normally responsible for the direct cost of returning the furniture unless we state otherwise in writing.
Because furniture may be large or heavy, return transport or collection charges may be significant. We will explain any expected return cost before finalising the return arrangement.
Fruktos will not charge you return delivery costs when the item is:
This section does not affect your statutory rights.
You may inspect the furniture to determine its nature, characteristics, and functionality, similar to how you would inspect an item in a shop. You may be responsible for a reduction in value if the item has been handled beyond what is reasonably necessary for inspection.
Examples may include:
We will not make an unfair or unlawful deduction. Any deduction will reflect the actual reduction in value and will not affect your rights where the item is faulty, damaged, incorrect, or misdescribed.
If you are a consumer buying online, you generally have the legal right to cancel most orders within 14 calendar days after receiving the goods, without giving a reason. You then normally have a further 14 days to return the goods after notifying the trader of cancellation.
To exercise this right, send a clear cancellation request to:
Email: info@fruktos.co.uk
Phone: +44 7766 854757
Address: Flat 36 Witham Court, Thant Close, London, England, E10 5PJ
This legal cancellation right may not apply to certain products, including genuinely personalised, bespoke, or made-to-order goods, where the law permits an exception. The statutory cancellation right is separate from and may be more specific than our 30-day voluntary return policy.
Contact us as soon as possible if your item:
Please provide your order number, a description of the problem, and clear photographs where possible.
If the issue is confirmed, we may offer a repair, replacement, price reduction, or refund depending on the circumstances and your legal rights. Under UK consumer law, consumers may have a short-term right to reject faulty goods and receive a refund within the first 30 days in qualifying circumstances.
We will not treat a faulty-goods claim as an ordinary change-of-mind return. Please keep the original packaging until the problem has been assessed, particularly where damage occurred during delivery.
After your return has been received and inspected, we will notify you whether the refund has been approved. If approved, refunds will normally be issued through PayPal, using the original payment transaction where possible.
The refund may include:
We are not required to refund additional delivery costs caused by your choice of an express or premium delivery service where a standard delivery option was available.
For a voluntary change-of-mind return, we may wait until we receive the goods back or you provide reasonable evidence that you have returned them before processing the refund. Refunds may take additional time to appear in your PayPal account because of PayPal processing times, the original payment method, or your bank or card issuer.
For a statutory cancellation, we will normally issue the refund without undue delay and within the timeframe required by applicable law. We may delay the refund until we receive the goods or receive evidence that you have sent them back.
For a faulty, damaged, or incorrectly supplied item, we will process any approved refund within the period required by applicable law and our agreed resolution. Once issued, the time required for the refund to appear may depend on PayPal or the original funding provider.
We may offer an exchange or replacement where:
An exchange is not automatically available for every change-of-mind return. Availability depends on stock, product condition, delivery arrangements, and the circumstances of the request.
If furniture arrives with visible damage, please photograph:
Notify us promptly at info@fruktos.co.uk. Failure to report damage immediately does not automatically remove your legal rights, but prompt notice helps us investigate and resolve the issue efficiently.
If your order has not arrived within the estimated delivery timeframe, contact us with your order number. We will investigate the delivery with the carrier and explain the available options. If an order is confirmed as lost or undelivered and Fruktos is responsible, we will provide an appropriate remedy in accordance with applicable law.
A return may be refused under the voluntary 30-day policy where:
These exclusions do not apply to the extent that they would unlawfully restrict your statutory rights.
All Fruktos orders are charged in pounds sterling (GBP) and refunds are normally sent through PayPal to the original payment method.
If PayPal, a bank, or a card issuer converts the refund into another currency, the amount received in the customer’s local currency may vary because exchange rates and provider charges can change.
Fruktos does not control PayPal’s exchange rate, conversion fees, processing time, or the amount ultimately credited in a currency other than GBP.
For return, refund, or exchange questions, contact:
Fruktos
Email: info@fruktos.co.uk
Phone: +44 7766 854757
Business address: Flat 36 Witham Court, Thant Close, London, England, E10 5PJ
Customer service hours: Monday to Friday, 8:00 AM to 6:00 PM Greenwich Mean Time, London
Please include your order number in every return or refund enquiry.
We may update this Return and Refund Policy when our products, delivery process, payment method, or legal obligations change. The latest version will be published on this page with the updated date.
