Refund And Return Policy

Introduction

At Official Fryd™, we strive to provide our customers with the highest quality extracts and an exceptional shopping experience. We understand that there may be times when you need to return a product or request a refund. This policy outlines our procedures for returns, refunds, and exchanges to ensure clarity and satisfaction for all our customers.

Eligibility for Returns and Refunds

1. General Conditions

To be eligible for a return or refund, the following conditions must be met:

  • The product must be purchased directly from the Official Fryd Website.
  • The return or refund request must be made within 30 days of the purchase date.
  • The product must be unused, unopened, and in its original packaging.

2. Non-Returnable Items

Certain items are not eligible for return, including:

  • Products purchased from unauthorized retailers.
  • Products that have been opened or used.
  • Products not in their original condition.
  • Clearance or sale items.
  • Gift cards.

Return Process

1. Initiating a Return

To initiate a return, please follow these steps:

  1. Contact Customer Support: Email our customer support team at support@officialfryd.com with your order number, the product you wish to return, and the reason for the return.
  2. Return Authorization: Our customer support team will review your request and, if approved, provide you with a Return Authorization (RA) number and return instructions.
  3. Prepare Your Package: Securely pack the product in its original packaging and include the RA number inside the package.
  4. Ship the Package: Send the package to the return address provided by our customer support team. We recommend using a trackable shipping service to ensure the package arrives safely.

2. Return Shipping Costs

  • If the return is due to a mistake on our part (e.g., incorrect or defective item), we will cover the return shipping costs.
  • If the return is due to other reasons (e.g., change of mind), the customer is responsible for the return shipping costs.

Refund Process

1. Refund Approval

Once we receive your returned product, our team will inspect it to ensure it meets the return eligibility criteria. If approved, we will process your refund.

2. Refund Method

  • Refunds will be issued to the original payment method used for the purchase.
  • If the original payment method is no longer available, please contact customer support for alternative refund arrangements.

3. Processing Time

  • Inspection and processing of returns typically take 7-10 business days after we receive the return.
  • Refunds may take an additional 10-15 business days to appear on your account, depending on your payment provider.

Exchanges

1. Exchange Eligibility

Exchanges are subject to the same eligibility criteria as returns. Products must be unused, unopened, and in their original packaging.

2. Exchange Process

To initiate an exchange:

  1. Contact Customer Support: Email our customer support team at support@officialfryd.com with your order number, the product you wish to exchange, and the reason for the exchange.
  2. Exchange Authorization: Our customer support team will review your request and, if approved, provide you with an Exchange Authorization (EA) number and instructions.
  3. Prepare Your Package: Securely pack the product in its original packaging and include the EA number inside the package.
  4. Ship the Package: Send the package to the exchange address provided by our customer support team. We recommend using a trackable shipping service to ensure the package arrives safely.

3. Shipping Costs for Exchanges

  • If the exchange is due to a mistake on our part (e.g., incorrect or defective item), we will cover the shipping costs for the return and the new item.
  • If the exchange is due to other reasons (e.g., change of mind), the customer is responsible for the return shipping costs and any difference in price for the new item.

Damaged or Defective Items

1. Reporting Damaged or Defective Items

If you receive a damaged or defective product, please contact our customer support team within 7 days of receiving your order. Provide your order number, a description of the issue, and photographic evidence of the damage or defect.

2. Resolution Options

Depending on the severity of the damage or defect, we may offer the following resolutions:

  • Replacement of the damaged or defective item.
  • Full refund of the purchase price.
  • Partial refund if the customer opts to keep the damaged or defective item.

Lost or Stolen Packages

1. Reporting a Lost or Stolen Package

If your package is lost or stolen, please contact our customer support team as soon as possible. Provide your order number and any relevant details about the shipment.

2. Investigation and Resolution

Our team will work with the shipping carrier to investigate the issue. If the package is confirmed lost or stolen, we will offer the following resolutions:

  • Replacement of the lost or stolen item.
  • Full refund of the purchase price.

Contact Information

For any questions or concerns regarding our Refund and Return Policy, please contact our customer support team:

Policy Changes

Official Fryd™ reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. Customers are encouraged to review this policy periodically to stay informed about our return and refund procedures.

Conclusion

Thank you for choosing Official Fryd™. We are committed to providing the highest quality products and exceptional customer service. If you have any questions or need assistance with a return or refund, please do not hesitate to contact us. Your satisfaction is our top priority.