Refund policy

FreshWipes Refund, Returns & Cancellation Policy

At FreshWipes, we strive to provide EXCELLENT customer service. Your satisfaction is our priority, and without your support, we wouldn’t be here!

Returns & Refunds

We offer a no-quibble return, replacement, or refund policy. If for any reason you are dissatisfied with your purchase, please contact us at 01323 337000 or email us at sales@freshwipes.co.uk. We will work with you to resolve the issue promptly.

You have the right to cancel or return your order within 14 days of receiving it, in accordance with the UK’s Distance Selling Regulations. To be eligible for a return, your item must be in the same condition that you received it—unused, in its original packaging, and with proof of purchase.

Return Postage Charges

Please note that customers are responsible for the cost of returning items unless the product is faulty, damaged, or incorrect. For faulty items, we will cover the cost of return postage and offer a full refund or a replacement, depending on your preference.
For all other returns, the cost of postage will be your responsibility, and we recommend using a tracked delivery service to ensure safe return.

Damages & Issues

Please inspect your order upon receipt. If the item is defective, damaged, or if you have received the wrong item, contact us immediately so we can evaluate the situation and make it right. In such cases, we will arrange either a refund or a replacement at no additional cost to you.

Please note: You have 6 months from the date of purchase to notify us of any product faults or defects. We will also require a photo of the damage or defective product to process any resolution

Sale Items & Gift Cards

Unfortunately, sale items and gift cards are not eligible for returns or refunds.

Uncollected or Refused Deliveries

We aim to offer a fast and reliable delivery service. All items are sent using a tracked delivery service, and you can check your tracking details via your order confirmation, emails, or text messages.

If you're unavailable during the courier’s delivery attempts (typically Royal Mail or APC), please arrange re-delivery as soon as possible. The courier will attempt two deliveries free of charge. After the second attempt, you will receive a "Sorry We Missed You" card with instructions on how to retrieve your item.

If an item is not collected and returned to us, we incur a £7 charge. Should you request the item to be reposted, an additional charge of £3.45 - £6.00 (depending on parcel weight) will apply.

For refunds on uncollected or refused deliveries, the £7 return postage fee will be deducted from your refund.

Refund Process

Once your return is received and processed, we will notify you and issue a refund to your original payment method. Please note that your bank or credit card company may take a few days to process and credit the refund.

FreshWipes Ltd Order Cancellation Policy

Thank you for shopping with FreshWipes! We understand that sometimes plans change, and you may need to cancel an order. Please carefully read our cancellation policy below:

1. Cancelling an Order Before Dispatch

• If you wish to cancel your order, please contact us as soon as possible by emailing sales@freshwipes.co.uk or calling 01323 337000 with your order details.
• If your order has not yet been dispatched, we will process the cancellation and issue a full refund, including postage costs.

2. Cancelling an Order After Dispatch

• Unfortunately, once an order has been dispatched, we are unable to cancel it. However, you are welcome to return the order for a refund.
• To return an order, please follow our Returns Policy:
  • Items must be returned in their original condition and packaging within 14 days of receipt.
  • Once we receive the returned items, we will issue a full refund for the product(s). Please note that postage costs (both original and return shipping) are non-refundable.

3. How to Cancel or Return an Order

• Contact Us: Email sales@freshwipes.co.uk or call 01323 337000 with your order number and details of the cancellation or return.
• Return Address: If your order has already been dispatched, we will provide you with the return address and instructions for returning the items.

4. Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us immediately at sales@freshwipes.co.uk or call 01323 337000. We will provide instructions for returning the item and offer a replacement or full refund, including postage costs.

We aim to make your experience with FreshWipes as smooth and hassle-free as possible. If you have any questions about this policy or need further assistance, don’t hesitate to reach out to us.