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Cancellation and Refund

Refund and Replacement Policy

At our company, we aim to ensure that your plants reach you in the best condition. However, as we rely on third-party courier services for deliveries, certain conditions apply to our refund and replacement policy. Please read the following carefully:

  1. Eligibility for Refund or Replacement:
    • We only offer refunds or replacements for plants that are completely damaged, such as rotten plants, missing plants, or plants that are entirely unusable.
    • Refunds or replacements are only applicable if your order arrives within 5 days from the day it was dispatched.
  2. Courier Services:
    • We do not directly handle the courier services. We use third-party shipping services, including post office services and private couriers such as Delhivery.com.
    • These couriers are completely separate companies, and while we strive for timely delivery, we do not control their shipping times or practices.
  3. Damaged Plants:
    • If your package arrives within 5 days and the plants are damaged, rotten, or unusable, you must:
      • Film the entire unboxing process as proof of the condition of the plants.
      • Inform us within 24 hours of receiving the package.
    • We will forward your case, along with the video evidence, to our review team. If the team confirms the plants are completely damaged or unusable, we will process a refund or replacement for the affected items.
  4. Missing Plants:
    • If any plants are missing from your order, regardless of whether the package arrives within or after 5 days, we will refund or resend the missing plants.
    • However, for damaged plants, refunds or replacements are not available if the package arrives after the 5-day window.
  5. Shipping Method Selection:
    • When choosing your shipping option, please consider the delivery speed and reliability of the courier service in your area. This will help you avoid potential delays that could affect your eligibility for a refund or replacement due to damage.

By adhering to these guidelines, we hope to provide the best possible service while managing expectations regarding delivery times and plant quality. Thank you for your cooperation and understanding.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Frek PVT LTD, Lizahill, Darjeeling.
  • Goods refer to the items offered for sale on the Service.
  • Orders mean a request by You to purchase Goods from Us.
  • Service refers to the Website.
  • Website refers to Frek, accessible from https:frek.in
  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel Your Order within 7 days without giving any reason for doing so. The deadline for cancelling an Order is 7 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

Please note we are unable to cancel orders for live plants. Only products such as pots, leaf compost, and other gardening tools and materials can be canceled after the order is placed.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  1. The Goods were purchased in the last 7 days.
  2. The Goods are in the original packaging.

The following Goods cannot be returned:

  • Live Plants cannot be returned if the buyer refuses to accept the parcel. They are prepaid orders, so make sure to collect the parcel by the time of delivery. Undelivered products will not be returned, and you cannot claim the refund or replacement for them.
  • Goods made to Your specifications or clearly personalized.
  • Goods which according to their nature are not suitable to be returned, deteriorate rapidly, or where the date of expiry is over.
  • Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • Goods which, after delivery, according to their nature, are inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular-priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

Lizahill, P.O. Marybong, West Bengal India-734102

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us: