Refund and Returns Policy

Effective Date: 01 Jan 2025

At FRM Merchandize, we strive to provide our customers with quality products and a seamless shopping experience. Your satisfaction is important to us, and we are here to assist with any concerns related to your purchase. Please take a moment to review our Refund and Return Policy to ensure a smooth process.

Eligibility for Returns

We accept returns under the following conditions:

• Returns must be initiated within 30 days of the purchase date as shown on your receipt or order confirmation.
• The item must be in its original, unused condition, with all tags, labels, and packaging intact.
• Products that are damaged due to misuse, improper care, or normal wear and tear are not eligible for return.

Certain categories of items are non-returnable, including but not limited to:

• Perishable goods such as food and beverages.
• Custom or personalized items.
• Clearance, sale, or promotional items.
• Gift cards.

How to Initiate a Return

1. Contact Us:
   Email us at info@frmmerchandize.com with your order number, the name of the product(s) you wish to return, and a brief explanation of the reason for the return.

2. Return Authorization:
   Once we review your request, we will issue a Return Merchandize Authorization (RMA) number along with detailed instructions on how to send the item back.

3. Shipping the Item:

   • The customer is responsible for return shipping costs unless the return is due to a product defect or our error.
   • We recommend using a trackable shipping method and keeping a receipt as proof of shipment.

Refund Process

Upon receiving your returned item, we will:

1. Inspect the item to ensure it meets our return criteria.
2. Notify you via email about the approval or rejection of your refund.

If approved, refunds will be processed as follows:

• The refund amount will be credited back to your original payment method within 7-10 business days.
• Original shipping costs are non-refundable unless the return is due to our error or a defective product.

Exchanges

Exchanges are available for defective, damaged, or incorrect items only. To request an exchange:

• Contact us at info@frmmerchandize.com within 30 days of receiving the item.
• Provide clear photos or documentation to support your exchange request.
• If approved, we will arrange for a replacement product to be sent to you at no additional cost.

Late or Missing Refunds

If you haven’t received your refund after 10 business days:

1. Check your bank account or payment method for pending transactions.
2. Contact your bank or credit card provider, as processing times may vary.
3. If you still have not received your refund, contact us at info@frmmerchandize.com for further assistance.

Non-Returnable Items

For health, safety, and customization reasons, the following items cannot be returned or refunded:

• Gift cards.
• Clearance or promotional items.
• Perishable goods.
• Personalized or custom-made products.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please notify us within 7 days of delivery by emailing info@frmmerchandize.com. Be sure to include:

• Your order number.
• A description of the issue.
• Photos of the damaged or incorrect product and the packaging.

We will arrange for a replacement or refund at no additional cost to you.

Contact Us

For any questions or concerns about your return or refund, please don’t hesitate to reach out:

• Email: info@frmmerchandize.com
• Response Time: We aim to respond to all inquiries within 24-48 hours.

Thank you for choosing FRM Merchandize. Your satisfaction is our priority, and we look forward to serving you again!