Returning Your Products

Returning something you have bought with Frillo is easy. Why? Because we do it for you.

Nearly everything bought from Frillo can be returned, but because we sell things from all sorts of different suppliers, there are lots of different rules about what can and what can’t be returned, so it’s easiest if you just let us know what you want to return.

Please bear in mind that it is best to let us know about a return ASAP, and for items such as flowers, this must be done within 24 hours of taking delivery of the product. Unfortunately, we cannot accept returns of any food or beverages.


So how do I return?

You can do this easily by doing the following: 

  • By entering the ‘my account’ area of the website, selecting the order you wish to return, completing the online returns form and emailing it to us.

Our customer service team will then get back to you within 24 hours to explain how the returns process works for the product(s) you have identified, and come up with a plan to suit you.

See, I told you: easy!


Frillo Returns Policy (the boring bit)

Frillo must be notified by e-mail, post or telephone within the time periods laid out in this policy, specifying the reason for the return. The following further information must be provided:

– The order number in respect of the goods;

– The item code of the goods;

– The quantity of the goods subject of the returns request;

– The reason for the return request.

Frillo’s customer service team will provide you with a returns number. Returns shall only be accepted if they are accompanied by a returns note.

Where an incorrect product was sent due to an error on Frillo’s part, you must request collection from Frillo within 2 working days of receipt. Should you wish to return goods after 2 days from receipt, agreement from Frillo must be sought and a handling charge of 20% of the invoiced value of the goods to be returned shall apply.

If goods are damaged in transit or are faulty or not conforming to specification, you must request collection from Frillo within 2 working days of receipt. Should you wish to return goods after 2 days from receipt, agreement from Frillo must be sought and a handling charge of 20% of the invoiced value of the goods to be returned shall apply.

If goods returned as damaged / faulty goods are subsequently not proven to be faulty or damaged, Frillo reserves the right to levy a handling charge of £5.00 per item returned.

A separate returns procedure applies in respect of electronic office supplies, IT equipment and business machines – should the item no longer be required, the item must be in its original, unopened packaging, and any posting and packaging charges incurred during collection will be liable to the customer. Frillo must be informed in writing (via email or post) within 2 days of receipt, and returns of this nature are down to our discretion.

Frillo does not accept the return of any food or beverage goods.

Subject to the right of Consumers to return goods for refund under The Consumer Protection (Distance Selling, see ‘The Consumer Contracts’ section) Regulations 2000, Frillo does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering. In some instances, Customers may benefit from special price discounts issued by a manufacturer specifically for their benefit. Such goods are not returnable to the manufacturer and may not be sold to other customers. Accordingly, orders for such goods cannot be cancelled and Frillo can only accept a return of such Goods where they prove to be defective and the Goods are returned for repair or replacement.

In the event that Frillo, at its discretion (unless the Consumer Protection (Distance Selling) Regulations 2000 apply), agrees to accept the return for credit of unwanted products, the goods must be returned with Frillo prior written agreement within 5 days of delivery. The goods must be unopened and in perfect re-saleable condition. All goods returned in these circumstances (except where the Consumer Protection (Distance Selling) Regulations 2000 apply) will be subject to a handling fee of 20% of Frillo sale price for the goods, or £20, whichever is the greater.


The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

1.Contracts for the purchase of goods by a Customer not acting in the course of a business (a Consumer) and made over the telephone or through the Frillo website, or by mail order, are, with the exception of certain excepted contracts, subject to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (‘the Regulations’).

2.If the Regulations apply, Customers may cancel goods purchased from Insight by sending a written notice of cancellation (in the form made available to Consumers by Frillo) by post or hand delivery addressed to Customer Services at Frillo Limited, Unit 10 Melton Enterprise Park, Redcliff Road, Melton, East Yorkshire,  HU14 3RS.

3.The notice of cancellation must be delivered within fourteen (14) calendar days of the day after date of delivery of the goods.

4.The Customer will be responsible for the cost of returning the goods if he or she exercises this right of cancellation under the Regulations. If the Customer does not actually return the goods to Frillo, the Customer is under a duty to make the goods available for collection at the Customer’s expense from the address to which they were delivered.

5.The Customer is under a duty to retain possession of the goods whilst awaiting return to Frillo (or Frillo’s Supplier) and to take reasonable care of them during this period. The Customer will be liable for any loss of or damage to the goods if he or she fails to comply with this obligation.

6.To be entitled to a refund, the Customer must return all cancelled goods within 14 calendar days from the date of cancellation.

7.A refund will be made to the Consumer Customer only after receipt by Frillo of the cancelled goods (or evidence is provided to Frillo of such return). 

8. All refunds will be subject to a deduction of an amount for any diminished value of the returned goods.