Política de reembolso

Return & Refund Policy

1. Policy Overview & Service Commitment 

Frogift offers a 30-day free return service for most eligible products. Customers who need to apply for return or refund must contact our official customer service email to initiate the application within the valid period. Our dedicated support team will respond and assist with relevant procedures promptly.

Official Support Email: support@frogift.com

Special Order Status Rule: For any order that has been shipped but not yet delivered and signed for by the customer, voluntary refund application is not supported. This rule does not apply to orders with confirmed lost parcels shown in the logistics information before delivery.

2. Eligibility & Time Limit

The 30-day free return period starts fromthe date the customer receives the package. To qualify for a free return, the product must meet the following requirements: unused, unwashed, intact original packaging, no scratches, no damage, complete accessories, tags, and gift boxes, and no influence on secondary sales.

All return applications must be submitted via email within 30 calendar days. Applications exceeding the time limit will not be accepted due to cross-border logistics and inventory management rules.

3. Non-Returnable & Non-Refundable Items

To avoid unnecessary losses and comply with cross-border e-commerce rules, the following products are not eligible for return or refund unless quality problems occur on arrival:
  • Customized & personalized gifts: Engraved, photo-printed, custom-text, and exclusive customized products (non-mass-produced items).
  • Personal hygiene & beauty products: Scented candles, skincare sets, beauty tools, and other personal intimate items.
  • Consumable gifts: gift boxes, disposable decorative accessories, and other consumable products.
  • Discounted & clearance items: Flash sale products, final clearance goods.

4. Return Shipping & Fee Rules

30-day free return service only covers product return qualification (no return application fee). If the return is caused by customer personal reasons (dislike, inappropriate style, wrong purchase, change of mind, unnecessary purchase, or personal expectation discrepancy), the customer shall bear all round-trip international shipping fees, import duties, customs clearance fees, handling fees, and any other additional logistics costs. No freight reimbursement or compensation will be provided in such cases.
If the return is caused by product quality problems, delivery errors, or missing accessories on our side, Frogift will bear the return shipping cost and handle the refund or reshipment for free.

5. Return Application Process

Step 1: Send a return application email to support@frogift.com within 30 days after receiving the package, including order number, product name, return reason, and real photos of the product and packaging.

Step 2: Wait for official review. Our team will reply within 1–3 working days, provide official return address and return guidelines.

Step 3: Return the goods strictly in accordance with the guidelines, keep the logistics tracking number, and send it to the official email after delivery.

Step 4: After receiving and verifying the intact returned goods, we will process the refund within 3–7 working days.

6. Refund Rules & Time Limit

For eligible returns, the product payment amount will be fully refunded. The original shipping fee paid by the customer at the time of purchase is non-refundable (except for platform responsible quality problems).

After the returned package is received and inspected, the refund will be initiated within 3–7 working days. The specific arrival time depends on the processing rules of the customer's payment channel and bank institution, which is beyond our control.

7. Invalid Return & Loss Liability

The following situations are regarded as invalid returns, and we have the right to refuse refund or replacement: return overdue, damaged product packaging, missing accessories, used traces, unable to resell, returned without official approval, unknown return address, and abnormal logistics information.

All losses (including logistics fees, product depreciation, customs fines, warehousing fees) caused by invalid returns shall be fully borne by the customer, and Frogift reserves the right to reject refund and return applications permanently.

8. Special Cross-border Instructions

All cross-border return parcels need to go through international customs clearance and long-distance cross-border logistics transportation. Frogift shall not be held responsible for customs detention, tax assessment, logistics delay, parcel loss or damage caused by local customs regulatory policies, force majeure events (natural disasters, epidemic control, traffic suspension), and customer’s improper return operation, incorrect declaration or unauthorized return. No refund or compensation will be issued for the above situations.