Return & Refund Policy

Returns & Refunds Policy

Return Conditions
To be eligible for a return, all of the following conditions must be met:

  • All original parts, accessories, and packaging must be included and intact

  • The product may show normal usage only; any damage caused by improper or careless use is excluded

  • Products where hygiene is a concern must be thoroughly cleaned before being returned

  • Items that are found to be defective upon receipt qualify for review

  • We reserve the right to refuse returns if a product appears to be used, damaged, altered, or handled outside of our responsibility

Important ⚠️

  • We do not offer free returns

  • Return shipping costs are the responsibility of the customer

How to Return Your Order
If your order meets the conditions above, please follow these steps:

  • Send an email to Info@freshora.com

  • Include the following information:

    • Order number

    • Reason for return

    • Photo of the product (if damaged)

    • Full name and shipping address
      Once your request is reviewed, we will provide the return address and further instructions.
      After the returned item is received and inspected, processing will be completed within 7 business days.

Non-Refundable Conditions
Refunds will not be issued in the following cases:

  • Items showing signs of use, damage, or intentional tampering

  • Products that arrive damaged during transit; in these cases, a replacement of equal value will be sent at no additional cost instead of a refund

  • Delivery delays caused by factors beyond our control, including customs procedures, courier strikes, or severe weather conditions

Cancellation Policy

Right of Withdrawal
As a consumer, you have the right to withdraw from your order within 14 days from the day you, or a third party designated by you (excluding the carrier), received the last item of your order.

Important Notes Regarding Cancellation

  • Orders are processed immediately after confirmation; shipments cannot be stopped once placed

  • Refunds are only possible after the goods have been received and returned

  • Our products are shipped from Asia; transit times may be longer due to international logistics beyond our control

  • If an order is already in transit, cancellation is no longer possible; you may instead return the item after delivery

How to Exercise Your Right of Withdrawal
To cancel your order, notify us by email at Info@freshora.com with a clear statement of your decision to withdraw.
Returned goods must be shipped to our central warehouse in Asia, and return shipping costs are borne by the customer.

Refunds After Cancellation

  • All payments received will be refunded excluding original shipping costs and any premium shipping options selected

  • Refunds are issued within 14 days after we have received both:

    • Your cancellation notice

    • The returned goods

  • Refunds will be processed using the original payment method unless otherwise agreed

Circumstances Where Refunds May Be Denied
Refunds may be refused if returned items are:

  • Used, damaged, or incomplete

  • Missing original packaging, accessories, or components

  • Hygiene-sensitive products that were not properly cleaned