Refund policy

RETURNS
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In accordance with the Law of Regulation of Retail Trade and in accordance with EU regulations (Directive 97/7/EC), you have 7 days from receipt to return your order as long as it is not a fresh or perishable product. We will not accept returns of products that do not come in their original packaging or with the seal broken, unless they are defective products.

We will make a check of the returned products to confirm that they arrive in optimal conditions before proceeding to the reimbursement of the amounts, being the shipping costs non-refundable. If your order has been sent to another person and he/she wants to make a return, we will refund the amount in the same payment method and account from which it was made or by sending the product again*. We will proceed to make the return within 15 calendar days of receipt of the return order.

To request a return or exchange of the product will require images of:

Shipping company label
Box where the product arrived
The product(s) to be returned or exchanged.
In case of not being able to provide these images we will not be able to proceed to make any change or return.
Returns can be made by email to info@frugitiva.com.

We make refunds in the following cases:

Error with the order by Frugitiva.
The customer does not receive the package due to an error made by the shipping company.
The customer receives a product and it was not what he/she expected. In this case we will take care of the pick up and the customer will be responsible for the shipping cost. This return will be made once we receive the product in our facilities having verified that it is in perfect condition.
For the following cases we do not make returns:

If the product is in good condition and the customer no longer wants it for any reason.
For absence at the time of delivery of the package (the shipping company returns the package to us if the end customer has not been able to receive the package. The shipping company calls the customer, sends an SMS and/or sends an email to the customer to meet at a specific time. If the shipping company is unable to contact the customer, Frugitiva is not responsible).
Other cases where there was no error on the part of Frugitiva or the shipping company.
*subject to stock availability.