Refund policy

Preamble:

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.

The eligibility previously stated will differ if your item is defective or damaged upon receiving the package, in which case, please follow the procedure described in the exchange section (below).

Customers are responsible for any customs fees on returned items. In case of non-payment of customs fees, the package will be held by customs and then automatically returned to the sender. No refund will be issued unless the product is received at our logistics center.

Section 1 - Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of time.

Section 2 - Late or missing refunds (if applicable):

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us via the "Contact Us" page.

Section 3 - Sale items (if applicable):

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Section 4 - Exchanges (if applicable):

We only replace items if they are defective and/or damaged. If you need to exchange it for the same item, send us an email via the "Contact Us" page.

Section 5 - Shipping:

To return your product, you should contact us via the "Contact Us" page.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary (10 to 15 business days).

If you are shipping an item over 75€, you should consider using a shipping insurance. We do not guarantee that we will receive your returned item

 

Return and Refund Conditions 

Eligibility for Return

  • The product must be returned within 30 days from the date of delivery.
  • The product must be in its original packaging and include all accessories, manuals, and documentation.
  • The product must be free from physical damage or signs of misuse.
  • The product must have been used according to the instructions provided in the user manual.
  • The product must not have been modified in any way.
  • The product must be returned with the original proof of purchase.
  • The product must be properly cleaned and disinfected before return.
  • Reason for Return: Returns must be based on valid reasons such as manufacturing defects or malfunctions. Returns for reasons without justification of functional defect will not be accepted.
  • Remote Inspection: Before sending a product for physical inspection, an initial remote inspection is conducted. This step helps evaluate and diagnose the reported issues through visual or video evidence provided by the customer.

Return Process

  • Initial Steps: Before initiating a return, please contact our customer service at hello@myfreshsupport.com to obtain a Return Authorization (RA) number. Returns without an RA number will not be accepted.
  • Form Submission: Complete the return form provided by our customer service team, detailing the reason for the return and confirming that all return conditions have been met.
  • Shipping: Customers are responsible for return shipping costs. The product must be shipped using a trackable shipping method to ensure it reaches us.

Inspection and Refund

  • Upon receipt of the returned product, an independent inspection company will assess the product to ensure it meets all return conditions.
  • Inspection Fee: If the product is found to be non-defective and returned for reasons other than damage or malfunction, an inspection and processing fee of $49 will be deducted from the refund.
  • Refund Issuance: If the product is deemed eligible for a refund, the refund will be processed within 14 business days of receiving the returned item. Refunds will be issued to the original payment method.

Non-Refundable Situations

  • Products returned without an RA number.
  • Products showing signs of physical damage or misuse.
  • Products returned more than 30 days after delivery.
  • Products returned without completing the return form and confirming the return conditions.
  • Products not used according to the user manual.
  • Products modified or altered in any way.
  • Returns for reasons without justification of functional defect after initial inspection.

Exceptions and Exclusions

  • Promotional or discounted items may have different return policies, which will be communicated at the time of purchase.
  • This policy does not cover accidental damage, cosmetic damage, or damage resulting from unauthorized modifications.

Note on Banner Advertisement

While our banner states, "Try it for 30 days for free, you have nothing to lose," please understand that this offer is subject to the conditions outlined in this policy to ensure the sustainability of our offer and prevent abuse. We appreciate your understanding and cooperation in adhering to these guidelines.

Contact Us

For any questions or further assistance, please contact our customer service team via the "Contact Us" page