At Freixo Wholesale & Retail Trading W.L.L., we aim to supply products accurately and in good condition. If you receive an incorrect, damaged or unsuitable item, please contact us so we can review the issue and provide the appropriate solution.
If an item is received damaged, defective, or different from the confirmed order, please notify Freixo as soon as possible after delivery or collection.
Where applicable, we may arrange a replacement, exchange, credit or refund after reviewing the issue.
Returns may be accepted depending on the product type, condition and reason for return.
To be eligible for a return, products should generally:
Be unused and in their original condition
Be in their original packaging where applicable
Not have been customized or specially sourced for the customer
Be accompanied by the relevant order or quotation details
Customized, printed, branded or specially sourced products are generally non-returnable and non-refundable, unless the product is damaged, defective or does not match the confirmed specifications.
Products that have been opened, used, altered or damaged after delivery may not be eligible for return or refund.
This may particularly apply to hygiene, cleaning, disposable and personal protective products.
Where a refund is approved, the refund method and processing time will depend on the original payment method and the circumstances of the return.
Refunds will be processed only after the returned product has been received and reviewed, where applicable.
Original delivery charges may not be refundable where the return is due to a change of mind or customer-related reason.
If the issue is due to an incorrect, damaged or defective item supplied by Freixo, the applicable delivery or replacement arrangement will be reviewed accordingly.
Cancellation requests should be made before the order is dispatched or the product is specially prepared, customized or sourced.
Once a customized or specially sourced order has entered processing, cancellation may not be possible.
To request a return or report an issue, please contact us with:
Order / quotation details
Product name
Reason for the return
Photos or other relevant details, where applicable
Our team will review the request and advise you on the next steps.