Refund policy

Returns & Help

## If something is not right, please talk to us

Choosing a sensory product can take thought, and we want you to feel comfortable asking for help. Whether you have changed your mind or there is a problem with your order, we will explain the next step clearly.

This policy covers purchases made by consumers through Frisson8's online store. Your legal rights are not restricted by this policy.

## Changed your mind?

For most products bought online, you can cancel without giving a reason. Tell us before delivery or within 14 days, starting the day after you receive your goods. If one order arrives in separate deliveries, the period starts the day after the last item arrives.

After telling us, send the goods back within a further 14 days. Sale items have the same cancellation rights.

Email hello@frisson8.co.uk with a clear statement that you wish to cancel. You may also use the optional cancellation form or any other clear statement. You do not need our approval to exercise your legal right to cancel.

## Helping us find your order

When contacting us about a return or a problem with your order, please include your order number if available. If you cannot find it, please provide the name and email address used for the purchase so we can help locate your order. We can also consider other proof of purchase.

## Checking your item

You may open the packaging and examine a product as you reasonably could in a shop.

If handling goes beyond what is necessary to check the product and reduces its value, we may make a deduction reflecting that loss in value where the law allows. We do not charge cancellation or restocking fees.

Please return any included accessories and instructions and use the original packaging where possible. Original packaging is not a blanket condition of your legal right to return an item. Pack it securely for the return journey.

## Faulty, damaged, incorrect or missing items

Please contact us as soon as you notice a problem and give a brief explanation. A photograph may help, but if you cannot provide one, please contact us anyway. There is no seven-day reporting limit on your legal rights.

For faulty or misdescribed goods, you normally have a 30-day right to reject them for a full refund. After that, you may still be entitled to a repair or replacement and, in appropriate circumstances, a refund or price reduction. We will explain the remedy that applies to your circumstances.

If an item is missing or incorrect, we will work with you to put the order right. Where goods are faulty, damaged on arrival or misdescribed, we will cover reasonable return costs when a return is needed. Please contact us to arrange this. Stop using a product if you believe it may be unsafe.

## Damage during use

Please contact us if a product breaks or does not work as expected. We will consider what happened and whether there is a product fault.

Damage caused by accidents or handling beyond the product’s intended use is not, by itself, a product fault. This does not affect your rights where goods are faulty, not as described or insufficiently durable for their normal, intended use.

For change-of-mind returns, handling beyond what is necessary to inspect the product may result in a deduction for any resulting loss in value, where the law allows.

## Returning a pack

If you cancel a complete pack, return all the items included. If one item is faulty or missing, contact us: you do not automatically need to return everything. Your legal rights apply to packs too.

## Return postage and address

For a change-of-mind return, you pay the return postage unless we agree otherwise. This does not apply where we are responsible for return costs because of a product or order problem.

We recommend keeping proof of posting. Contacting us first can help avoid unnecessary postage, but does not make your cancellation dependent on our approval.

**Returns address:**

Frisson8
King's Cottage
7 Muston's Lane
Shaftesbury
SP7 8AD
United Kingdom

## Refunds

For a valid change-of-mind cancellation where you send goods back, we will refund without unnecessary delay and within 14 days of receiving the goods or evidence that you sent them back, whichever happens first.

If you cancel the whole order, we will also refund any standard outbound delivery charge. If you chose a more expensive delivery option, we need only refund the standard delivery amount.

For a refund due to faulty goods, we will refund without unnecessary delay and within 14 days of agreeing that you are entitled to it.

Refunds use the original payment method unless we agree another method with you. We do not charge a refund fee. The refund reflects the amount paid, including any applicable discount, subject to any lawful deduction explained above.

An exchange or store credit may be available if you prefer, but we will not require you to accept one instead of a refund to which you are legally entitled.

## Get in touch

**Email:** hello@frisson8.co.uk

**Telephone:** + 44 (0)7780 998000

Frisson8 is operated by Tim Chappell trading as Frisson8.

If you are unsure which part of this policy applies, please ask.

We want to make genuine returns and product problems straightforward to resolve.

## Optional cancellation form

You may email or post this form, but you do not have to use it to cancel.

**To:** Tim Chappell trading as Frisson8, King's Cottage, 7 Muston's Lane, Shaftesbury, SP7 8AD, United Kingdom. Email: hello@frisson8.co.uk.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods: ___________________________________________

Ordered on: ______________________________________