Refund policy

Frojus Returns Policy

Last Updated: 13 October 2025

This Returns Policy applies to all purchases made from Frojus, a brand owned and operated by Waterman Corporate Enterprises Limited, registered in England and Wales (Company No. 08137393).

Registered Address / Returns Processing:
Frojus C/O Watermans
Watermans House, Farfield Park,
Manvers, Wath Upon Dearne,
Rotherham, South Yorkshire,
S63 5DB, United Kingdom

For all return enquiries, please contact sales@frojus.com.

1. Your Right to Cancel

You have the legal right to cancel your order within 14 days from the date you receive your goods, without giving any reason. To exercise this right, email sales@frojus.com quoting your order number. To qualify for a refund under the right to cancel:

  • Items must be unopened, unused, and in their original packaging.
  • All retail seals or protective hygiene seals must remain intact.
  • You must return the goods within 14 days of notifying us of your intent to cancel.

Refunds will be processed to your original payment method once returned goods are received and inspected.

2. When Returns Are Accepted

We will refund, repair, or replace products that are:

  • Faulty, damaged, or not as described.
  • Incorrectly supplied.
  • Missing from your order (report within 48 hours of delivery).

If items are missing or damaged, contact us within 48 hours and include photos of the parcel, packaging, and delivery label.

3. When Returns Cannot Be Accepted

For hygiene and safety reasons, opened or used personal-care products such as shampoo, conditioner, and treatments cannot be returned unless faulty.

  • Products received more than 30 days ago.
  • Items that have been opened, used, or unsealed.
  • Items without original packaging or returned in poor condition.
  • Items damaged through misuse or unauthorised repair.
  • Items returned without proof of purchase.

This does not affect your statutory rights.

4. Faulty or Damaged Items

If your item is faulty or arrives damaged, email sales@frojus.com within 48 hours of receipt and include:

  • Your order number
  • Clear photos of the product, packaging, and delivery label

Once confirmed, we will arrange a replacement or refund.

5. Refund Process

After we receive and inspect your return, we will email you the outcome. Approved refunds are issued to your original payment method, excluding the original shipping fee, within 7 to 10 working days.

Use a trackable shipping service for returns. We cannot refund items lost in transit or items that arrive without prior authorisation or adequate documentation.

6. Exchanges

We only replace items if they are defective or damaged. For exchanges of unopened items for a different product, price differences and additional shipping charges may apply at our discretion.

7. Missed Deliveries and Returned Orders

If an order is returned because delivery was missed or the address was incomplete, a redelivery fee may apply. If the missed delivery is due to our error, we will resend at no additional cost.

8. Returning Items

Request a Return Authorisation Number before sending any items back to avoid delays or refusal.

Return Address:
Frojus C/O Watermans
Watermans House, Farfield Park,
Manvers, Wath Upon Dearne,
Rotherham, South Yorkshire, S63 5DB, United Kingdom

Include inside your parcel:

  • Your full name
  • Order number
  • Reason for return
  • List of items being returned

Return items within 30 days of delivery and keep proof of postage.

9. International Returns

For international returns, mark parcels as Returned Goods to avoid customs duties. Charges incurred due to incorrect declarations may be deducted from your refund. Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

10. Late or Missing Refunds

  1. Recheck your bank or PayPal account.
  2. Contact your card provider or bank for processing updates.
  3. If still unresolved, email sales@frojus.com.

11. Your Statutory Rights

This Returns Policy does not affect your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more information, visit www.gov.uk/consumer-protection-rights.