Refund policy

Return & Refund Policy

At Freniland, our mission is to support your family's journey and help children Play Today, Build Tomorrow. Every toy is crafted to be a part of your cherished moments—if an item isn't perfect for your little one, we are here to help. 

1. Return & Exchange Windows

  • 30-Day Refunds: Standard products can be returned for a full refund within 30 days of receipt
  • 60-Day Exchanges: Eligible products can be exchanged for another item within 60 days of receipt.
  • Exception: Personalized or custom products cannot be returned or exchanged unless they arrive defective.

2. Condition of Returns

To be eligible for a return or exchange, items must meet the following criteria:

  • Returned in their original packaging.
  • Unused, unaltered, and undamaged by the customer.

3. Shipping Costs

  • Our Responsibility: If an item arrives damaged, defective, or incorrect, please notify us as soon as possible. We will fully cover the return shipping costs.
  • Customer Responsibility: For returns due to a change of mind, the customer is responsible for the return shipping fees.

4. How to Initiate a Return

  • Contact Us: Email us at support@freniland.com with your order details and a photo showing the issue or defect.
  • Ship Your Item: Once approved, secure your item in its original packaging along with the product ID list. Please provide us with the shipping tracking number. To ensure the most efficient processing, your return will be routed to our nearest fulfillment center across North America, Europe, or Asia.
  • Processing: Most returns are processed within 5 business days after your package arrives at our warehouse.

 

5. Refunds

Once your return is inspected, we’ll email you to confirm receipt and share your refund status. Approved refunds will be processed automatically to your original payment method within 7–15 business days.

If your refund hasn’t posted to your account within this window, please check with your bank or credit card provider, as processing times can vary. For further assistance, contact us at support@freniland.com.

 

 

6. Order Cancellations

  • Full Refunds: We offer a full refund if the order is canceled within 6 hours of purchase.
  • Shipped Orders: We cannot accept cancellation requests once your order has left our warehouse. Please contact us at support@freniland.com to initiate a request.