Refund policy

Freddies Official Limited (“Freddies”, “we”, “our” or “us”) operates freddiesofficial.com.

This policy applies to products purchased directly from our Website.

1. Cancelling an Order

If you wish to cancel an order, contact us immediately at info@freddiesofficial.ie.

If the order has not entered the fulfilment or dispatch process, we will cancel it and refund your payment.

Orders cannot be cancelled once they have entered the fulfilment or dispatch process. If your order has already been dispatched, you must receive it and follow the returns process below.

2. Change-of-Mind Returns

We offer a 30-day change-of-mind return period. You must contact us within 30 days of receiving your order to request a return.

To start a return, email info@freddiesofficial.ie with:

  • Your name
  • Your order number
  • The product you wish to return
  • The reason for the return

Please wait for return instructions before sending your product. Returns sent without contacting us and receiving return instructions may be refused or delayed.

We do not offer direct exchanges. If you would like a different product or colour, you must return the original product for a refund and place a new order.

3. Change-of-Mind Return Conditions

To qualify for a change-of-mind return, the product must:

  • Be completely unused
  • Be unopened
  • Never have been filled with liquid
  • Never have been used for drinking
  • Never have been washed
  • Be clean, undamaged and unmarked
  • Be returned in its complete original packaging
  • Include all lids, straws, seals, bowls, accessories and documentation supplied
  • Have any applicable hygiene or protective seals intact
  • Be accompanied by a receipt or other proof of purchase

We will not accept a change-of-mind return if the product has been opened, used, filled with liquid, used for drinking or washed.

Products returned with missing parts, damaged packaging, marks, scratches, dirt or other signs of handling or use will not be accepted.

These conditions apply to change-of-mind returns only. Products reported as faulty, damaged in transit or incorrectly supplied will be assessed separately.

4. Return Shipping Costs

Customers are responsible for arranging and paying all return postage for change-of-mind returns.

We strongly recommend using a tracked delivery service and retaining your proof of postage. Freddies cannot accept responsibility for voluntary returns that are lost or not delivered to us.

No refund will be issued until the returned product has been received and inspected.

Original shipping charges and return postage are non-refundable unless we are legally required to refund them.

If a product is confirmed as faulty, damaged in transit or incorrectly supplied, Freddies will provide return instructions and arrange an appropriate resolution.

5. Packaging Your Return

Returns must be packaged securely to prevent damage during transit.

The original product packaging must be placed inside suitable protective outer packaging. Do not attach shipping labels or tape directly to the product’s retail box.

We may refuse a refund if the product or its packaging is damaged because it was not packaged securely for return.

6. Inspections and Refunds

All returned products will be inspected before a refund is approved.

We may refuse a change-of-mind refund where the product:

  • Has been opened
  • Has been used, filled with liquid or washed
  • Is damaged, scratched, marked or dirty
  • Is missing parts or accessories
  • Has damaged or missing original packaging
  • Cannot be resold as new
  • Does not meet the conditions of this policy

Approved refunds will be made to the original payment method. Your bank, card provider or payment service may take an additional 5–10 business days to display the refund.

If a return is refused, you may be required to pay the cost of having the product sent back to you.

7. Bundle and Multi-Buy Returns

If an entire bundle or multi-buy offer is returned, the refund will be based on the amount originally paid for the complete offer.

If only part of a bundle or multi-buy offer is returned, the original promotional discount may no longer apply.

The products being kept will be recalculated using the individual prices and promotional terms that applied when the order was placed. Your refund will be the amount originally paid, less the recalculated value of the products being kept.

For example, if two products were purchased together at a discounted price and one is returned, the product being kept may revert to its individual price.

8. Damaged, Faulty or Incorrect Products

Please inspect your order immediately upon delivery and contact us within 24–48 hours if it arrives damaged, faulty or incorrect.

Email info@freddiesofficial.ie and include:

  • Your name and order number
  • A description of the issue
  • Photographs or videos clearly showing the problem
  • Photographs of the packaging and delivery label, where relevant

Please retain the product, packaging, accessories and delivery label while we review the matter.

Issues reported outside the 24–48-hour period may be more difficult to verify, particularly if the original packaging has been discarded.

We may ask you to complete reasonable troubleshooting steps or provide further photographs or videos. Once the issue has been assessed, we will confirm the appropriate resolution.

A product will not be considered faulty where the issue results from:

  • Accidental damage
  • Misuse
  • Normal wear and tear
  • Failure to follow the care instructions
  • Improper cleaning or storage
  • Dropping or impact damage
  • Unauthorised alteration
  • Failure to maintain removable seals, straws or other components correctly

9. Incorrect or Missing Items

If you receive an incorrect product or an item is missing from your order, contact us within 24–48 hours.

We may request photographs of the products received, the packaging, delivery label and any packing information included with the order.

Once the issue has been verified, we will arrange an appropriate replacement, refund or other resolution.

10. Refused and Uncollected Deliveries

If an order is refused, left unclaimed or returned because an incorrect delivery address was provided, any refund will be issued only after the parcel has been returned to and received by Freddies.

The original shipping charge and any return shipping or carrier costs charged to Freddies may be deducted from the refund.

If the parcel is not returned to us, we will be unable to issue a refund.

11. International Returns

Customers returning products from outside Ireland are responsible for completing all customs documentation correctly.

The parcel should be clearly marked as returned goods where appropriate. Freddies is not responsible for customs charges resulting from incorrect or incomplete return documentation.

Import duties, taxes, customs charges and carrier handling fees paid directly by the customer are not collected by Freddies and cannot be refunded by us. Customers must contact the relevant customs authority or courier about any potential reimbursement.

If an international order is returned because the customer did not pay the applicable import charges, the original shipping charge and any return, customs or carrier costs charged to Freddies may be deducted from the refund.

12. Complaints

If you have a complaint, email info@freddiesofficial.ie with your name, order number and details of the issue.

We will acknowledge your complaint within five business days and aim to resolve it within ten business days. If further investigation is required, we will keep you updated.

13. Contact Us

For all return, refund and product-related queries, contact:

Freddies Official Limited
Email: info@freddiesofficial.ie

Nothing in this policy excludes any consumer protection that Freddies is legally required to provide.