Freshco Direct Return Policy

At Freshco Direct, we are committed to ensuring a straightforward return process for our customers. Items purchased online can be returned within 30 days, subject to specific conditions for certain product categories, such as cookware, perishable goods, and personalised items. All returns must be processed through our central returns department.

If you have any questions, please contact us at returns@freshcodirect.com.

General Return Policy

Our return policy applies exclusively to online purchases made through Freshco Direct. Returns must be sent by post to our central returns department. Customers are responsible for the cost of return postage unless the item is faulty or incorrect.

For support or queries, email us at returns@freshcodirect.com.

How to Return Items

Step 1: Check Eligibility

  • Ensure the item is within the 30-day return window.
  • Confirm the item meets return conditions (e.g., unused, in original packaging).

Step 2: Prepare the Item

  • Items must be in their original, unused condition and include all packaging, manuals, and accessories.
  • For cookware (e.g., woks, pots, and pans), ensure items are clean, undamaged, and include any accompanying instructions or parts.

Step 3: Include Proof of Purchase

  • Add a copy of your receipt, order confirmation, or bank statement showing the purchase in your return package.

Step 4: Package and Send

  • Securely package the item to prevent damage during transit.
  • Address the package to:
    Freshco Direct Returns
    47 Oak Lane
    Bradford
    West Yorkshire
    BD9 4QB

Step 5: Notify Us

  • Email returns@freshcodirect.com with your order number, details of the item(s) being returned, and the tracking number for your return.

Exceptions to the Return Policy

Certain products have unique return conditions:

  • Cookware (e.g., woks, pots, and pans): Returns are accepted within 30 days if the items are unused, clean, and in their original packaging. Used cookware cannot be returned unless faulty.
  • Perishable Goods: Products such as fresh food and flowers are non-returnable unless faulty or damaged. Report any issues immediately upon receipt.
  • Personalised Items: Custom-made or personalised products are non-returnable unless defective.

Important Information

  • Return Costs: Customers are responsible for postage costs unless the item is faulty or incorrect.
  • Refunds: Refunds will be issued to the original payment method once the returned item is received and inspected. Processing typically takes 3–5 working days.
  • Faulty Items: If an item is defective or incorrect, please contact returns@freshcodirect.com for guidance before sending it back.

Frequently Asked Questions

Can I return an online purchase in-store?

No, all returns for online purchases must be sent by post to our central returns department at the address provided.

What if I’ve lost my receipt?

If you cannot find your receipt, include alternative proof of purchase, such as your order confirmation email or a bank statement. Refunds without proof of purchase will be processed at our discretion.

Are there items that cannot be returned?

Yes, perishable goods and personalised items cannot be returned unless they are faulty. Used cookware is also excluded unless defective.

Key Points

  • Return Period: Returns must be initiated within 30 days of purchase.
  • Return Method: All returns must be sent by post to our central returns department.
  • Return Costs: Customers are responsible for postage unless the item is faulty.
  • Contact: Email returns@freshcodirect.com for assistance.
  • Address: Send returns to:
    Freshco Direct Returns
    47 Oak Lane
    Bradford
    West Yorkshire
    BD9 4QB

Freshco Direct is committed to making your return process as simple and efficient as possible. For further questions or assistance, please contact our returns team.