Return & Refund Policy

At Fresnora, your satisfaction is our priority. We stand behind the quality of our products and want to ensure every purchase meets your expectations. Please read this policy carefully before initiating a return, refund, or exchange request.

1. Returns

1.1 Eligibility for Returns

To be eligible for a return, items must meet all of the following conditions:

  • The return request is submitted within 14 days of the delivery date
  • The item is unused, unworn, and in its original condition
  • All original tags are attached and packaging is intact
  • Proof of purchase (order confirmation or receipt) is provided

1.2 Wrong Item Received

If you received an item that is different from what you ordered (wrong size, color, or product), we sincerely apologize for the error. Please contact us within 7 days of delivery with the following:

  • Your order number
  • A clear photo of the item received
  • A description of the discrepancy

We will arrange a free return and send you the correct item at no additional cost, or issue a full refund if the correct item is unavailable. Return shipping costs for incorrect items are covered by Fresnora.

1.3 Change of Mind Returns

We accept change-of-mind returns within 14 days of delivery, provided the item is in its original, unused condition with all tags and packaging intact. Please note:

  • The customer is responsible for all return shipping costs for change-of-mind returns
  • Original shipping fees are non-refundable
  • A refund will be issued to the original payment method once the returned item has been received and inspected

1.4 Non-Returnable Items

The following items are not eligible for return or refund:

  • Items that have been worn, washed, altered, or damaged by the customer
  • Items without original tags or packaging
  • Final sale or clearance items (marked as non-returnable at the time of purchase)
  • Customized or personalized items
  • Intimate apparel or items excluded for hygiene reasons
  • Items returned outside the eligible return window

2. Refunds

2.1 Lost Packages

If your order has not arrived within the estimated delivery window and tracking shows no movement for more than 10 business days beyond the expected delivery date, please contact us immediately. We will open an investigation with the carrier on your behalf.

If the package is confirmed lost by the carrier, we will offer you the choice of:

  • A full refund to your original payment method, or
  • A replacement shipment at no additional charge

Please note that we are unable to process claims for lost packages where an incorrect shipping address was provided at checkout.

2.2 Damaged Items

If your order arrives damaged, please do not discard the packaging. Contact us within 7 days of delivery and provide:

  • Your order number
  • Clear photographs of the damaged item and packaging
  • A brief description of the damage

Upon review, we will offer a full refund or a replacement at our discretion, depending on stock availability. Return shipping for damaged items is covered by Fresnora.

2.3 Refund Processing

Once your return has been received and inspected, we will notify you by email of the approval or rejection of your refund. Approved refunds will be processed within 5–10 business days and credited to your original payment method. Please note that your bank or card issuer may require additional time to post the refund to your account.

3. Exchanges

3.1 Exchange Policy

We offer exchanges for items of the same product in a different size or color, subject to availability. To request an exchange:

  1. Contact us within 14 days of delivery with your order number and the details of the exchange you require
  2. We will confirm availability and provide return instructions
  3. Ship the original item back to our returns address (see Section 5)
  4. Once received and inspected, we will dispatch the replacement item

The customer is responsible for return shipping costs for exchanges, unless the exchange is due to a wrong item received or a product defect. If the desired exchange item is unavailable, we will issue a full refund instead.

4. How to Initiate a Return, Refund, or Exchange

To begin the process, please contact our customer service team at www.fresnora.com with the following information:

  • Your full name and order number
  • The reason for your return, refund, or exchange request
  • Supporting photographs (required for damaged or incorrect items)

Do not ship items back without first receiving written confirmation and return instructions from us. Unauthorized returns may not be accepted.

5. Return Address

Once your return has been approved, please send your item(s) to the following address:

Fresnora Returns
5125 Schaefer Ave
Chino, CA 91710
United States

We recommend using a trackable shipping method for all returns. Fresnora is not responsible for items lost in transit during the return process.

6. Contact Us

If you have any questions about this policy or your return request, please contact us at:

Fresnora
Website: www.fresnora.com
Email:hello@fresnora.com
Company Name:  ROYALFORT S.R.L.
Subject Format:  Return Request – Order #[YOUR ORDER NUMBER]