Refund policy

This English version is provided for convenience only. In case of any difference, the Italian version prevails. Italian version

Returns and Refunds Policy

I want you to be completely happy with your Frufrù Lab creations! If for any reason you're not, here's how our returns work, in line with Italian law.

  1. Right of withdrawal: you have the right to request a return within 14 days of receiving the item. To be eligible for a return, the item must be in the same condition in which you received it:

    • It must not have been used, washed or worn.

    • It must still have all its tags attached (if any).

    • It must be in its original packaging.

    • The receipt or order number is required as proof of purchase.

  2. Personalized items: as provided by the Italian Consumer Code (art. 59), the right of return does NOT apply to made-to-order or personalized products (e.g. bibs with an embroidered name, birth sets with specially chosen fabrics, etc.), unless they have manufacturing defects. For these items, the sale is considered final. In addition, we cannot accept returns of Gift Cards.

  3. How to start a return: to begin, write to us at frufru.lab@gmail.com with your order number and the reason for the return.

    • If your request is accepted, I'll send you instructions on where to ship the parcel.

    • Return shipping costs: the cost of shipping the item back to our workshop is paid by the customer (except for defective products).

    • Items sent back without first requesting a return by email will not be accepted.

  4. Damage and defects: please inspect your order as soon as you receive it! Contact me immediately if the item is defective or damaged, or if you received the wrong item, so I can assess the problem and fix it right away (at my expense).

    • Note on sets: if your order contains several items and only one is defective, you're entitled to a free replacement of that single item.

  5. Exchanges: the quickest way to get what you want is to return the item you have (once the return has been accepted) and place a separate new order for the new item. This ensures that the product you want doesn't sell out in the meantime.

  6. Refunds: once I've received and inspected your return, I'll email you to confirm that your refund has been approved. If approved, you'll be refunded automatically to your original payment method within 10 working days.

    • What is refunded: you'll be refunded the cost of the returned items. The original (outbound) shipping costs will NOT be refunded for partial returns or if you change your mind.

    • Bank processing times: please remember that your bank or credit card company may need extra time to process the refund and show it on your statement.

    • If more than 15 working days have passed since your return was approved and you still haven't received anything, contact me at frufru.lab@gmail.com.