Refund policy

Not completely satisfied with your purchase, or ordered the wrong item? No problem.

We offer a smooth and reliable return process. Below you’ll find the practical steps first, followed by the legal information required under EU consumer law. In addition to your legal right of withdrawal, Fravour offers an extended return period of up to 30 days after delivery. Items must be unused and unworn. Trying on for size is of course allowed. This extended return policy does not affect your statutory right of withdrawal under EU consumer law.

Returns via Returnista (NL / BE / DE)

We offer an easy return service for customers in the Netherlands, Belgium and Germany through Returnista.

Return costs:

Netherlands: €3.95
Belgium: €4.95
Germany: €8.75

After registering, follow the instructions provided. Once we’ve received your return, you will receive a confirmation email.

Returns from Other European Countries (EU)

If you live in another EU country, please contact us at support@fravour.com to arrange your return.

Return shipping costs and methods may vary per country. Returns are sent at your own risk and expense.

Prefer to Ship It Yourself?

You can also return your item directly to:

Fravour – Returns Department
Postbus 10142
3004 AC Rotterdam
The Netherlands

Refunds

When you exercise your right of withdrawal, we will refund the full purchase amount (including any shipping and payment costs) as soon as possible, and no later than 14 days after receiving your withdrawal notice.

We may withhold reimbursement until we have received the returned products, or until you have provided evidence that you have sent them back. Refunds will be made using the same payment method that was used for the original transaction.

Complaints Procedure

If you have a complaint about an item, our website, or our service, please contact us by email at support@fravour.com.

We will provide you with the instructions for handling your complaint and, if the complaint is found to be valid, we will ensure a swift and appropriate solution. We aim to offer a resolution within three business days whenever possible. In any case, you will receive a substantive response no later than 14 days after receipt of your complaint.

If you are not satisfied with the handling of your complaint, you can submit it to the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509LP The Hague (www.sgc.nl).

Warranty (Legal Guarantee)

For all Fravour products, the legal guarantee applies. Legal guarantee means that a product must do what the consumer may reasonably expect from it. Any additional warranties offered by Fravour do not affect these statutory rights and may be invoked alongside the legal guarantee.

Legal Right of Withdrawal (EU Consumer Law)

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods. To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. Effects of withdrawal: If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. Our return address: Fravour – Returns Department, Postbus 10142, 3004 AC Rotterdam, The Netherlands. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model Withdrawal Form (PDF)

You can download the official model withdrawal form here:
Model withdrawal form (PDF)