Refund policy

Returns & Refunds Policy

Last updated: [DATE]

This Returns & Refunds Policy applies to purchases made from Frugal Fits

Please read this policy carefully before placing an order.

1. Important Notice – Made to Order Products

All items sold on our website are print-on-demand and made to order.

This means:

  • Products are created specifically for you after purchase

  • We do not hold ready-made stock

  • Orders cannot be resold

For this reason, we do not accept returns or refunds for change of mind, incorrect size selection, or personal preference, except where required by law.

By placing an order, you acknowledge and accept this policy.

2. Cancellation Policy

Once an order has entered production:

  • It cannot be cancelled, changed, or modified

  • This includes changes to size, colour, or shipping address

Orders may only be cancelled before production begins.

3. Faulty, Damaged, or Incorrect Items

If your item arrives:

  • Faulty

  • Damaged

  • Incorrectly printed

  • Different from what was ordered

You are entitled to a remedy under the Consumer Rights Act 2015.

How to Report an Issue

You must contact us within 14 days of delivery and provide:

  • Your order number

  • Clear photos showing the issue

Claims submitted after this period may not be accepted.

4. Resolutions for Faulty Items

Where a fault is confirmed, we will offer one of the following:

  • A replacement (preferred where possible), or

  • A refund

The chosen remedy will depend on the nature of the issue and stock availability.

5. Refunds

5.1 Approved Refunds

  • Refunds are issued to the original payment method

  • Shipping costs are non-refundable, unless the item is faulty

  • Refunds are processed within 14 days of approval

5.2 Partial Refunds

Partial refunds may be issued where:

  • The item has been used or damaged after delivery

  • Parts of the order are missing due to customer handling

6. Non-Returnable Items

The following items are non-returnable:

  • Made-to-order clothing

  • Sale or promotional items

  • Gift cards

  • Items damaged due to misuse or incorrect care

7. Lost Orders

An order is considered lost if it has not arrived within:

25 working days from dispatch

If this occurs, please contact us at info@frugalfam.co.uk

Once confirmed as lost, we will offer:

  • A replacement, or

  • A full refund

8. Incorrect Address Provided

We are not responsible for orders:

  • Delivered to an incorrectly provided address

  • Returned due to address errors

Reshipping costs may apply.

9. Return Shipping

Where a return is authorised:

  • Return instructions will be provided by email

  • Customers may be required to cover return shipping costs unless the item is faulty

Unauthorised returns may not be accepted.

10. Consumer Rights (UK Customers)

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015.

11. Contact Us

For all returns and refund enquiries, contact:

Email: info@frugalfam.co.uk

Please include your order number for faster assistance.