Last Updated: July 2026
At Fraglowy, we want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help. This Returns and Refund Policy explains the conditions for returns, exchanges, refunds, and order cancellations for products purchased from Fraglowy.
1. Return Policy Overview
| Policy Item | Details |
|---|---|
| Store Name | Fraglowy |
| Country Served | Australia |
| Return Method | By mail |
| Return Window | 30 days from the delivery date |
| Product Condition | New, unopened, unused, and in original condition, where applicable |
| Defective Products | Accepted, subject to applicable consumer rights |
| Damaged Products | Accepted, subject to applicable consumer rights |
| Incorrect Items | Accepted |
| Change-of-Mind Returns | Accepted where the product-specific conditions below are met |
| Exchanges | Available for eligible items |
| Restocking Fee | None |
| Refund Processing | Generally processed within 1–5 business days after approval |
| Return Shipping | Customer responsibility for approved change-of-mind returns; Fraglowy responsibility where the return is due to a defective, damaged, or incorrect item |
2. Return Window
You may request a return within 30 days of the date your order is delivered.
The delivery date is determined using the shipping carrier’s tracking information.
Return requests received after the 30-day return period may not be accepted, except where otherwise required by applicable law.
3. Product-Specific Return Conditions
Because Fraglowy sells perfumes, skincare products, and supplements, return eligibility depends on the type of product purchased.
Perfumes
For a change-of-mind return, perfume products must generally be:
- Unopened and unused
- Sealed with the original seal intact, where applicable
- Returned in the original packaging
- Free from leakage, damage, or alteration caused after delivery
Perfumes that have been opened or used may not be eligible for a change-of-mind return due to hygiene and product-integrity considerations.
This restriction does not limit any rights or remedies available where the product is defective, damaged upon arrival, incorrect, or otherwise covered by applicable consumer law.
Skincare Products
For a change-of-mind return, skincare products must generally be:
- Unopened and unused
- Returned with the original hygiene seal intact, where applicable
- Returned in the original packaging
- Free from damage or alteration caused after delivery
Skincare products that have been opened or used may not be eligible for a change-of-mind return due to hygiene considerations.
This restriction does not limit any rights or remedies available where the product is defective, damaged upon arrival, incorrect, or otherwise covered by applicable consumer law.
Supplements
For a change-of-mind return, supplement products must generally be:
- Unopened and unused
- Returned with the original safety seal intact, where applicable
- Not expired
- Returned in the original packaging
- Stored according to the instructions provided on the product packaging
Supplements that have been opened or used may not be eligible for a change-of-mind return due to safety and product-integrity considerations.
This restriction does not limit any rights or remedies available where the product is defective, damaged upon arrival, incorrect, or otherwise covered by applicable consumer law.
4. Eligible Returns
We may accept returns for the following reasons:
| Return Reason | Accepted | Conditions |
| Damaged item received | Yes | Supporting photographs or other information may be requested |
| Defective item | Yes | Subject to applicable consumer rights and return assessment |
| Incorrect item received | Yes | The item must not match the original order |
| Change of mind | Yes | Applicable product-specific conditions must be met |
| Product opened or used | Generally no | Except where applicable consumer rights or a product issue applies |
| Product damaged after delivery | Generally no | Not eligible where damage resulted from misuse or improper handling |
| Return sent without approval | No | Prior approval and return instructions are required |
5. How to Start a Return
Do not send a product back before contacting us and receiving return instructions.
To request a return, contact our customer support team at:
Email: info@fraglowy.com
Please include:
- Your order number
- Your full name
- A description of the issue
- The name of the affected product
- Clear photographs of the product and packaging if the item is damaged, defective, or incorrect
Our team will review your request and, if the return is approved, provide:
- Return authorization or confirmation
- The applicable return instructions
- The return shipping requirements
- The correct return address
The return address will be provided directly in the approved return instructions. Please do not send returns to the business address listed in the Contact Us section unless our customer support team specifically instructs you to do so.
Unauthorized returns may not be accepted or may cause delays in processing.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect product, please contact us within 7 days of delivery.
This reporting period is consistent with the damaged-item reporting period in our Shipping Policy.
Please include your order number and clear photographs or other relevant information where requested.
After reviewing your request, Fraglowy may offer an appropriate remedy, which may include:
- A replacement
- An exchange
- A refund
- Another remedy where required by applicable law
If a return is approved because the item is defective, damaged upon arrival, or incorrect, Fraglowy will cover the reasonable cost of return shipping where applicable.
Nothing in this section limits any rights or remedies available under applicable Australian Consumer Law.
7. Change-of-Mind Returns
We accept eligible change-of-mind returns within 30 days of delivery, provided the applicable product-specific conditions in Section 3 are satisfied.
In general, the product must be:
- Unopened
- Unused
- In its original packaging
- In its original condition
- Returned with any applicable original seals intact
Due to hygiene, safety, and product-integrity considerations, opened or used perfumes, skincare products, and supplements may not be eligible for change-of-mind returns.
For approved change-of-mind returns:
- Customers are responsible for return shipping costs.
- Original shipping charges paid at checkout are generally non-refundable unless required by applicable law or the return is due to our error.
- The product must be returned according to the instructions and timeframe provided by our customer support team.
8. Exchanges
We may offer exchanges for eligible products within the applicable return period.
Exchange requests may be considered for:
| Exchange Reason | Accepted |
| Defective item | Yes |
| Damaged item received | Yes |
| Incorrect item received | Yes |
| Eligible change of mind | Yes, subject to product-specific conditions and availability |
Exchange requests should be submitted by emailing:
If the requested replacement product is unavailable, Fraglowy may offer an alternative resolution, such as a refund, where appropriate.
9. Return Shipping Costs
| Return Reason | Return Shipping Responsibility |
| Defective item | Fraglowy, where applicable |
| Damaged item received | Fraglowy, where applicable |
| Incorrect item received | Fraglowy, where applicable |
| Approved change of mind | Customer |
| Other non-defective return | Customer |
Customers are encouraged to use a trackable shipping service when returning products.
Fraglowy is not responsible for returns lost in transit where the customer cannot provide tracking information or other proof of shipment.
10. Refunds
Once an approved returned product is received and inspected, we will notify you of the outcome.
If your return is approved:
- The refund will generally be issued to the original payment method used for the purchase.
- Fraglowy generally processes approved refunds within 1–5 business days after the refund is approved.
- After Fraglowy processes the refund, the payment provider, including PayPal where applicable, and the customer’s bank or card issuer may require additional time to make the funds available.
- The total time for the refund to appear in your account may therefore vary depending on the payment provider and financial institution.
If a return is rejected because it does not meet the applicable return requirements, we will notify you and explain the reason where appropriate.
11. Restocking Fees
Fraglowy does not charge restocking fees.
| Fee Type | Amount |
| Restocking Fee | None |
12. Order Cancellation
Orders may be cancelled before they are processed for shipment.
To request a cancellation, contact us as soon as possible at:
If an order has already been processed for shipment or dispatched, it may no longer be possible to cancel the order. However, you may request a return after delivery in accordance with this policy and applicable law.
13. Non-Eligible Returns
A return may not be accepted where:
- The product has been opened or used where the applicable product-specific conditions require it to remain unopened and unused.
- The original seal, hygiene seal, or safety seal has been broken, where applicable.
- The product was damaged after delivery due to misuse, improper handling, or improper storage.
- A supplement has expired or has not been stored according to the instructions on the product packaging.
- The return request is made more than 30 days after delivery, unless otherwise required by applicable law.
- The product is returned without prior approval and return instructions.
- Original packaging or applicable product packaging is missing where it is required for the return condition.
- The product has been altered or tampered with after delivery.
These conditions do not exclude or limit any mandatory rights or remedies available under applicable consumer law.
14. Australian Consumer Law
Nothing in this Returns and Refund Policy excludes, limits, or modifies any rights or remedies you may have under applicable Australian Consumer Law.
Where required by law, you may be entitled to a repair, replacement, refund, or another available remedy for goods that are faulty, not as described, or fail to meet applicable consumer guarantees.
Our voluntary return conditions for change-of-mind purchases do not limit your statutory consumer rights.
15. Contact Us
If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact us.
- Website Name: Fraglowy
- Company Name: Fraglowy
- Address: 406 Vinoba Basti, Ward No. 26, Ganganagar, Rajasthan 335001, India
- E-Mail: info@fraglowy.com
- Phone: +91 8104188096
- Contact Form: Here
Customer Service Opening Hours:
- Monday to Friday: 9:00 AM – 6:00 PM
- Saturday and Sunday: Closed
- Time Zone: Indian Standard Time (IST) – GMT+5:30
🕒 Response Time: We aim to respond within 1–2 business days.