As stated in our Terms of Use and in addition to the 14-day period offered by Fruugo to all of its users in its Returns, Refunds and Exchanges Policy, consumers located in the EU, EEA or UK have the right to withdraw from any contract to purchase goods, for any reason, within 14 days from the day on which they acquire, or a third party other than the carrier and indicated by them acquires, physical possession of the goods.
This right should be exercised with the retailer of the item you purchased. In some circumstances, Fruugo may support your exercise of the right of withdrawal with the retailer.
To exercise your right of withdrawal with the retailer, you may submit a request to cancel your order through our Interactive Help Centre. This is the quickest way to cancel an order. Or, if you prefer, you may complete, print and post the model withdrawal form set out below (and in our Terms of Use) to the address specified therein.
If it is possible to cancel your order before it is dispatched, the retailer will advise you that they have been able to do this. If your order has already been shipped, then you will need to wait for the delivery and return the goods using our returns process. Please note that refusing delivery of an order is not a valid method of withdrawal. The cost of return postage will be deducted from your refund if you refuse to take delivery of an order.
Effects of withdrawal
If you withdraw from the contract, you are entitled to reimbursement of all payments we have received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
The retailer or Fruugo (acting on the retailer’s behalf) will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
If we ask you to send the goods back, we may withhold reimbursement until the retailer has received the goods or you have supplied evidence of having sent back the goods, whichever is the earliest, and you will have to bear the direct cost of returning the goods. You may also be liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Model withdrawal form
Please complete the following sections below the line, print and post the form to:
Customer Services Team, Fruugo.com Limited, Fountain Street House, Fountain Street, Ulverston, Cumbria, LA12 7EQ, United Kingdom.
To: Customer Services Team, Fruugo.com Limited, Fountain Street House, Fountain Street, Ulverston, Cumbria, LA12 7EQ, United Kingdom.
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number:
Ordered on:
Your name:
Your address:
Your Fruugo account e-mail address:
Your signature:
Date:
You will also need to return your product(s) to the retailer from which you purchased the goods to enable us to process your refund. Please find the retailer’s address through our Interactive Help Centre.
DO NOT send your products directly to Fruugo - this will delay your cancellation and refund.