RETURN AND REFUND POLICY

RETURN AND REFUND POLICY

Welcome to FREEE Recycle, where customer satisfaction is our top priority. We understand that occasionally, situations may arise where a return is necessary. To ensure transparency and fairness, we have established a clear and comprehensive return policy outlined below. Please read through this policy carefully to understand your rights and responsibilities.

Return Policy Factors
FACTOR DEFINITION
Item Condition The item must be returned in its original condition, unused, and undamaged, with all tags and packaging intact.
Return period FREEE Recycle offer returns for most items within 7 days post delivery. After the returns period has lapsed, we do not accept returns, for any reason whatsoever.
Reason for Return The reason for the return must be indicated and must align with the accepted criteria outlined in this return policy.
Approval The return or replacement may be subject to approval by the FREEE Recycle’s customer service team. All items are inspected on return to verify the return reasons provided. If your return request is not approved by FREEE Recycle, you shall not receive any refund of the purchase price.
Return Shipping If the customer is eligible for a return and decides that they want the return to be facilitated by FREEE Recycle logistics, then the vendor will bear the cost of the return.
Refund If we accept your return, or if you order but do not receive an item, we aim to refund you the purchase price of the item.
Refund Method Refunds may be issued to the original payment method used for the purchase, or as store credit, depending on the customer's preference and in line with our policies. Most refunds are made 3-5 days after we receive and process your return.
Refund Amount FREEE Recycle will only refund the cost of the product itself. Charges and delivery fees will not be refunded.
Replacement Availability For replacements, FREEE Recycle may send the same item if available, or a similar item may be offered as a replacement.
Packaging returns When returning an item for any reason, you must do so in the exact condition you received it from FREEE Recycle, with its original packaging and all tags and labels attached. Returned items are your responsibility until they reach us, so make sure they are packaged properly and can't get damaged on the way.
No Exchange FREEE Recycle doesn't offer exchanges.
  • Exclusions

Certain product categories may be excluded from the refund or replacement policy. You shall only be entitled to return and refund in respect of these items:

  • if you received the wrong item 
  • A damaged or defective item 

 

Items becoming defective after delivery is not an applicable return reason.

If an item is covered by a warranty, and becomes damaged or defective during the warranty period, it is not covered by this Returns and Refunds Policy, but by the seller warranty. Warranty information is displayed on each product page.

REASONS FOR RETURN:

Reasons for Return
Reason for Return Applicable Product Category Description
Item received broken or defective All product categories The item is defective or damaged.
Item received with missing accessories or parts All product categories Only part of the item or order was received.
Wrong item/colour/size/model All product categories The item received doesn't match the size or color ordered.

FREEE RECYCLE SPLIT PURCHASE REFUND POLICY

As an integral part of our unique offering, FREEE Recycle offers split purchase transactions to our customers and in the situation where orders or transactions may not be completed due to insufficient participants before the expiration of the split periods advertised on the products page, automatic reversal of the received funds will be carried out. To ensure a seamless refund experience, our refund terms and conditions have been defined in the sections below:
  1. Refund Time
This refers to the period where the split transactions are not concluded and hence the split transaction did not meet the Cut-Off period.  The Refund will be processed by 9am, 12pm, 3pm and 6pm.
  1. Cut-off Period
The Cut-off period for the split transaction will be 1hour before each specified Refund Time e.g. 8am, 11am, 2pm.
  1. Buffer Periods:
FREEE Recycle’s system generally requires a period of at least one (1) hour to collate and process any refunds or reversal requests. This implies that in consideration of the Refund Time as detailed in Section 1, any reversals not processed 1 hour before any of the defined Refund Times would be treated along with subsequent refund times. i.e., reversals not treated before 2PM cannot be refunded at the 3PM Refund Time and would therefore be paid out at 6PM.
  1. Refund Processing Days
Refunds are processed only during regular working days. Our working days are Mondays to Fridays, excluding weekends and holidays.
  1. Refund Method
Refunds will be made using the same method of payment used for the original purchase. If the original payment method is not available, an alternative method will be used, as agreed upon with the customer.
  1. Contact Us:
If you have any questions about our refund policy or need assistance with a refund request, please contact our customer support team at support@freee-recycle.com
  1. Policy Updates:
Our refund policy may be updated periodically. Any changes to the policy will be posted on our website, and the revised policy will apply to all purchases made after the effective date.                                                                 RETURN PROCESS To initiate a return process, simply log in to your FREEE Recycle account. Navigate to ‘My Orders’ and choose the item you wish to return. Click on ‘Return this Item’ and follow the provided instructions. Be sure to specify the reason for the return and provide details about the product’s condition.  
  1. Initiation of Return Request:
  • Customer logs into their FREEE Recycle account.
  • Navigates to their profile and selects “My Orders“.
  • Chooses the order containing the item(s) they wish to return and clicks on “See Details“.
  • Selects “Return this Item” if eligible (order must be marked delivered and within the return window).
  1. Return Request Form:
The form automatically populates with order details and the account holder’s contact information and address. Customer must indicate:
  • Condition of the item.
  • Reason for return from a dropdown menu.
  • Whether the packaging is intact.
  • Preferred return method:
    • Customer drop Off at FREEE Recycle Hub.
    • FREEE Recycle Logistics pick up.
  1. Confirmation and Instruction Email:
  • Customer receives an email/text confirming their request is being processed
  • A follow-up email/text is sent within 48 hours, detailing the next steps.
  1. Follow Up Email:
    • If return conditions are met, a return confirmation email/text is sent
    • Inspection of returned item(s) by FREEE Recycle to ensure compliance with return criteria.
N.B: In the event that the customer does not meet the return conditions, they will receive a rejection email explaining the reason for the decision and offering any necessary clarification or guidance. Customer can reach out to appeal the rejection of the return or contact our customer support team for further assistance.
  1. Refund/Exchange Processing:
  • If criteria are met, refund or exchange process is initiated.
  • Refund credited back via original payment method or store credit provided.
  1. Notification to Customer:
  • Customer receives email confirmation of refund/exchange stating expected refund timeline (3-5 days).
  • Customer service may contact for resolution of any issues.
  1. Closure of Return Process:
  • Return process marked as completed in the system.
  • Return status updated in customer’s order history.
  1. Feedback and Improvement:
  • Customer asked to rate their experience.