At The Fremantle, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Refund Policy below.
Eligibility for Refunds
Refund requests may be accepted under the following conditions:
- The item received is damaged, defective, or incorrect
- The product was not delivered
- The return request is submitted within 14 days of delivery
- The item is unused and returned in its original packaging
To process a refund, proof of purchase or order confirmation is required.
Non-Refundable Items
The following items are not eligible for refunds:
- Final sale or clearance items
- Customized or personalized products
- Gift cards
- Used, worn, or damaged items caused by customer misuse
- Shipping and handling charges (unless the issue was caused by us)
Refund Process
Once we receive and inspect the returned item, we will notify you of the refund approval status.
If approved:
- Refunds will be issued to the original payment method
- Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider
We reserve the right to refuse refunds if returned items do not meet our eligibility requirements.
Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Please provide:
- Order number
- Photos of the item and packaging
- Brief explanation of the issue
This helps us process your request more efficiently.
Late or Missing Refunds
If you have not received your refund after the processing period:
- Check your bank account again
- Contact your credit card provider or bank, as processing times may vary
- If the issue continues, contact us directly
Order Cancellations
Orders can only be canceled before they are processed or shipped. Once shipped, orders cannot be canceled and must follow the standard return and refund procedure.
Contact Us
If you have questions regarding this Refund Policy, please contact us:
The Fremantle
5900 Balcones Dr Ste 13101
Austin, TX 78731, USA
Phone: +1 (315) 898-1083
Email: info@thefremantle.com
Website: www.thefremantle.com