Refund policy

We currently have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a refund.

To be eligible for a refund, your item(s) must be in the same condition that you received it, unworn or unused, with tags in the original place (must not be removed), and in its original packaging. You’ll also need the receipt or proof of purchase. 

Please note that all returns must be initiated via our Returns Portal. Customers are responsible for the cost of return postage.

Once your parcel has arrived with our returns team, the item(s) will be inspected to ensure there is no damage or defects to the good.

If it is eligible for a refund, we aim to process it within 5 days. This marks the item(s) as returned and triggers a refund. Once the refund process has started, we expect the refund to be back with you within 5 working days.

If the item(s) is not eligible for a refund against our refund policy then we will be in touch via email.

All E-Gift card purchases are final and non-refundable.

*Any remaining balance will not be refunded if the E-Gift Card is not used within this time.

You can always contact us for any return question at info@frequencyuk.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items

For hygiene and safety reasons, we are unable to accept returns on underwear, headwear, water bottles, or towels, regardless of whether they have been opened or used. This policy helps us ensure the health and safety of all our customers. Please review your order carefully before purchasing these items.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, items must still be unworn, unused, with tags attached, and in original packaging. You will also need the receipt or proof of purchase.

Return postage is the responsibility of the customer, and any import taxes or duties incurred are not refundable. Please clearly label parcels “Returned Goods” to avoid customs delays.

International Returns

For orders outside the UK and EU, returns must be sent within 14 days of delivery. Items must be unworn, unused, with tags attached, and in original packaging, along with proof of purchase.

Return postage costs are the customer’s responsibility. We recommend using a tracked service, as we are not responsible for items lost in transit for non-faulty returns. Any import taxes or duties are also the responsibility of the customer and are non-refundable.

If your item is faulty or not as described, you may be entitled to a repair, replacement, or refund regardless of location.