Return Policy Page
1. Return/Refund Request
1.1 Subject to the terms and conditions of this Refund and Return Policy and the Terms of Service, the Buyer may apply for a return of the purchased Items (“Items”) and/or a refund before the expiry of the FRUUGO Warranty period. Terms of Service.
1.2 FRUUGOGuarantee is a service provided by FRUUGO at the request of users to help them resolve potential conflicts during transactions. Users can resolve disagreements privately or contact their local authorities to help resolve any disputes before, during, or after using FRUUGO Guarantee.
2. Return Request
2.1 Buyers may only request a refund and/or return in the following circumstances:
The buyer did not receive the item;
The item was defective and/or damaged upon delivery;
The received goods are incomplete (missing quantity or accessories);
The seller has delivered items to the buyer that do not conform to the agreed specifications (e.g., incorrect size, color, etc.).
The goods delivered to the buyer differ materially from the description provided by the seller in the goods list;
The received goods were counterfeit.
The received item has physical damage (e.g., dents, scratches, breakage);
The received item is defective (e.g., malfunctioning, not working as expected).
Through a private agreement with the seller, the seller must send his/her confirmation to FRUUGO to acknowledge the agreement; or
Change your mind*
*The change-of-mind return policy applies only to certain categories and is limited to certain sellers.
The counterfeit goods return policy only applies to FRUUGOMall sellers.
2.2 The buyer's application must be submitted through the FRUUGO mobile application.
2.3 FRUUGO will review each buyer's application on a case-by-case basis and decide for itself whether the buyer's application is successful.
2.4 Please note that if FRUUGO requires, the buyer must ship the goods to the location designated by FRUUGO within ten (10) calendar days after submitting the return request.
2.5 FRUUGO will decide at its sole discretion whether to approve your refund and return request. The buyer acknowledges and agrees that FRUUGO's decision is final, decisive, and binding, and undertakes and agrees not to bring any action or otherwise make any claim against FRUUGO or its affiliates in connection with such decision.
2.6 If the Buyer has initiated legal proceedings against the Seller, the Buyer may provide FRUUGO with formal notice from the relevant authorities requesting FRUUGO to continue holding the purchase proceeds until a formal ruling is made. FRUUGO will, at its sole discretion, determine whether it is necessary to continue holding such purchase proceeds.
3. The right of the seller with preference
3.1 If you are a preferred seller, you should have received a separate written notice from FRUUGO informing you of your selection to participate in the Lazada Preferred Seller Program. If you decide at any time not to participate in the FRUUGO Preferred Seller Program, please notify FRUUGO in writing. Otherwise, you will be deemed to have selected to continue participating in the FRUUGO Preferred Seller Program and agreed to the terms and conditions set forth in this Refund and Return Policy. FRUUGO may suspend or remove any preferred seller from the FRUUGO Preferred Seller Program at any time at its sole discretion.
3.2 FRUUGO's decision to approve a refund or return pursuant to Section 2 above is binding on the relevant preferred seller. The preferred seller agrees to comply with and do all necessary things to make the buyer's refund or return request effective and approved by FRUUGO.
3.3 For any refund or return request approved by FRUUGO, FRUUGO will notify the preferred seller via email (“Email Notification”) and arrange for the return of the relevant item to be shipped to the address provided in writing by the relevant preferred seller to FRUUGO to complete the refund and return process, provided that address is located in the country where the relevant item is listed for sale on the website (“Local Address”). If the preferred seller fails to provide a Local Address for the returned item or otherwise fails to accept the return within a reasonable time (as determined by Lazada), FRUUGO reserves the right to dispose of such item in any way it deems appropriate, and the preferred seller shall be deemed to have forfeited all rights to the item. If the preferred seller does not receive the returned item, the preferred seller must notify FRUUGO within seven (7) days of receiving the Email Notification (“Notification Period”). Failure to notify FRUUGO within the Notification Period will be conclusive evidence that the preferred seller has accepted delivery of the item, and the preferred seller agrees not to bring any claim or dispute against any such item.
3.4 Notwithstanding the foregoing, FRUUGO may, at its sole discretion, decide not to return goods for which a refund or return has been granted to the preferred seller, and the preferred seller shall be deemed to have forfeited all rights to the goods.
3.5 For any refund or return received by FRUUGO but rejected by FRUUGO, FRUUGO will arrange for the delivery of the goods to the relevant buyer's address in accordance with Article 2 above.
3.6 If FRUUGO approves any refund or return request, the preferred seller may appeal the decision by contacting FRUUGO and providing evidence supporting the appeal. If FRUUGO supports the preferred seller's appeal, it will reimburse the preferred seller for all or part of the purchase price. The preferred seller acknowledges and agrees that FRUUGO's decision is final, decisive, and binding, and undertakes and agrees not to bring any legal action or otherwise make any claim against FRUUGO or its affiliates in connection with the decision.
4. Rights of Ordinary Sellers
4.1 For the purposes of this refund and return policy, a regular seller refers to a seller who is not a mall seller or a preferred seller.
4.2 When FRUUGO receives a request from the Buyer for a return and/or refund, FRUUGO will notify the Seller in writing. The Seller may respond to the Buyer's request in accordance with the steps provided in FRUUGO's written notice. The Seller must respond within the timeframe specified in the written notice (the "Specified Period"). If FRUUGO does not receive a message from the Seller within the Specified Period, FRUUGO will assume that the Seller has not responded to the Buyer's request and will continue to evaluate the Buyer's request without further notice to the Seller. FRUUGO will review each Seller's response on a case-by-case basis and determine at its sole discretion whether the Buyer's request is likely to succeed under the conditions stated by the Seller.
V. Returns and Exchanges
5.1 To ensure a hassle-free return experience, the buyer shall ensure that the item, including any free items such as accessories provided with the item, is returned to the seller in the condition received by the buyer at the time of delivery. We will advise the buyer to take photos of the item upon receipt.
6. Responsibility for return shipping costs
(a) In the event of an unforeseen error by the seller (i.e., delivery of damaged, defective or incorrect goods to the buyer), the seller shall bear the buyer's return shipping costs.
(b) In the event that the buyer changes his mind, the buyer shall obtain the seller’s consent before returning the goods and shall bear the return shipping costs.
(c) In the event of a dispute between the buyer and seller regarding who is responsible for the return shipping costs, FRUUGO will decide on its own who will bear the return shipping costs.
7. Refund
7.1 The buyer will only receive a refund after FRUUGO receives confirmation from the seller that the seller has received the returned goods. If FRUUGO does not receive a response from the seller within the specified time, FRUUGO reserves the right to refund the applicable amount to the buyer without further notice to the seller. The refund will be credited to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between buyers and sellers
8.1 FRUUGO encourages users to communicate with each other when problems arise during transactions. As FRUUGO is a platform for users to conduct transactions, buyers should contact sellers directly to resolve any issues related to the purchased goods.
Last updated: August 2, 2021
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Contact Info
- Address: UK Fountain Street House, Fountain Street, Ulverston, Cumbria, LA12 7EQ
- Telegram: FRUUGO96
- Email: fruugo96@gmail.com
