Return Policy

Last updated: 16 March 2025

1. Introduction

This Return Policy explains how you can return products purchased from Fraxylonwychun (“we”, “us”, “our”) and under what conditions you may receive a refund or replacement. It applies to orders placed via our website https://fraxylonwychun.world and is intended to be read together with our Terms of Service. We are based in the United Kingdom and this policy is designed to comply with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Our contact details: Fraxylonwychun, 43A Wimpole St, London W1G 8AQ, United Kingdom; email relations@fraxylonwychun.world; phone +442076311269.

2. Your statutory rights

If you are a consumer (i.e. you are buying for purposes outside your trade, business, or profession), you have legal rights that cannot be excluded by contract. In particular:

• Goods must be as described, of satisfactory quality, and fit for purpose. If they are not, you may be entitled to a full refund, repair, or replacement depending on the circumstances and how long you have had the goods.
• Distance and off-premises contracts: You have a 14-day period to change your mind and cancel the contract without giving a reason. The period runs from the day after you receive the goods. If you cancel within this period, we will refund you (including standard delivery costs) without undue delay and in any event within 14 days of us receiving the goods back or evidence that you have sent them back. We may deduct from the refund an amount for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

This Return Policy does not replace or reduce your statutory rights. If there is any conflict between this policy and the law, your statutory rights prevail.

3. 14-day right to cancel (change of mind)

If you are a consumer and you purchased at a distance (e.g. online), you have 14 calendar days from the day after delivery to cancel the contract and return the product without giving a reason. To exercise this right you must inform us clearly of your decision to cancel (e.g. by email or post to the contact details above). You may use the model cancellation form on the government’s or the European Commission’s website if you wish, but it is not mandatory.

If you cancel within the 14-day period, you must send the product back to us without undue delay and in any event within 14 days of telling us you wish to cancel. You are responsible for the cost of returning the product unless we have agreed otherwise or the product was faulty. We will refund the price you paid for the product and the cost of standard delivery (if any) that you paid. We may make a deduction if the product has been used beyond what is necessary to establish its nature, characteristics, and functioning (e.g. opening sealed packaging and using the product may reduce the amount we can refund). We will refund using the same payment method you used, unless you have expressly agreed otherwise. We will process the refund within 14 days of the day we receive the product back or the day you provide evidence that you have sent it back (whichever is earlier).

4. Faulty or misdescribed products

If the product is faulty, not as described, or does not conform to the contract (e.g. wrong item, damaged on arrival), you are entitled to remedies under the Consumer Rights Act 2015. You may have the right to reject the product and get a full refund within 30 days, or to request a repair or replacement. After 30 days, you may still be entitled to a repair or replacement, or in some cases a price reduction or refund. Contact us as soon as you discover the fault or non-conformity. We may ask you to send photos or return the product for inspection. If we accept that the product was faulty or misdescribed, we will refund the cost of return delivery and will not deduct any amount for use.

5. How to return a product

To return a product:

• Contact us at relations@fraxylonwychun.world or +442076311269 and state that you wish to return the product, your order reference, and the reason (e.g. change of mind, fault). We will confirm the return process and, where applicable, the address to which you should send the product.
• Pack the product securely. We recommend using a trackable and insured delivery service so you have proof of posting. We are not responsible for products lost or damaged in transit until they reach us.
• Send the product to the address we give you. Keep your proof of postage and, if possible, tracking information.
• Once we receive and inspect the product, we will process your refund or replacement in accordance with this policy and the law. We will notify you by email when the refund has been made.

Products should be returned in their original packaging where possible. If you are returning because of a fault, please include a short description of the fault. We reserve the right to refuse a refund or replacement if the product has been used in a way that goes beyond normal use or if we reasonably believe the return does not comply with this policy or the law.

6. Refund method and timing

Refunds will be made to the same payment method you used for the purchase, unless we have agreed otherwise with you. For card payments, the refund may take 5–10 working days to appear in your account after we have processed it. For PayPal or other methods, timing may vary. If you have not received your refund within a reasonable time, contact us and we will investigate.

We will not charge you any fee for processing a refund that is due under this policy or under the law. If we have already dispatched a replacement before you return the original product, we may require you to return the original within a specified period; if you do not, we may charge you for the replacement.

7. Exceptions

Your right to cancel and return does not apply to: goods made to your specifications or clearly personalised; sealed goods that are not suitable for return for health or hygiene reasons once unsealed (e.g. certain supplements once the seal is broken), unless they are faulty. For such items, we may still accept returns at our discretion or where the product is faulty. If you are unsure whether your product can be returned, contact us.

8. Non-consumer customers

If you are not a consumer (e.g. you are buying in the course of your business), different terms may apply. We may agree a separate returns arrangement with you. In the absence of such agreement, we do not offer a right to return for change of mind, but we will still consider returns or replacements for faulty or misdescribed goods in line with applicable law and any agreement between us.

9. Complaints

If you are not satisfied with how we have handled your return or refund, please contact us. We will try to resolve the matter. You may also have the right to refer the matter to alternative dispute resolution or to bring a claim in the courts. If you are a consumer in the UK, you can seek advice from the Citizens Advice Bureau or use the EU ODR platform (ec.europa.eu/consumers/odr) where relevant.

10. Changes to this policy

We may update this Return Policy from time to time. The “Last updated” date at the top will be revised when we do. Changes will not affect returns for orders placed before the change, where the previous version of the policy will apply. We encourage you to review this page periodically.

11. Contact

For return requests or questions about this policy: Fraxylonwychun, 43A Wimpole St, London W1G 8AQ, United Kingdom; relations@fraxylonwychun.world; +442076311269.