Refund & Return Policy

Last Updated: September 23, 2026

At FROVELY, we want you to feel confident when shopping with us. We carefully inspect and pack every order before dispatch. If your order arrives damaged, incorrect, or has a genuine product issue, we’re here to help.

Please read the following policy carefully before placing your order.

1. Eligibility for Returns

A return or replacement may be accepted when:

• You received the wrong product or shade.
• The product arrived damaged, broken, leaked, or defective.
• The product received is significantly different from what was ordered.
• There is a genuine manufacturing or packaging issue.

Because FROVELY is a personal-use hair touch-up product, we generally cannot accept returns for products that have been opened, used, tested, or altered due to hygiene and safety considerations.

The product must be returned in its original condition and packaging where applicable.

2. Return Window

You must contact us within 7 days of receiving your order to request a return or replacement.

Requests submitted after this period may not be accepted.

To help us resolve your issue quickly, please contact us as soon as you notice a problem with your order.

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please send us:

• Your order number
• Your name and contact details
• Clear photographs of the product
• A clear photograph of the packaging/shipping label
• A short description of the issue
• A video of the unboxing may also be requested where necessary

We may ask for additional information or evidence to verify the issue.

Once the issue has been reviewed and approved, we may provide a replacement, exchange, store credit, or refund, depending on the specific situation and availability.

4. Change of Mind

We currently do not accept returns simply because:

• You changed your mind.
• You ordered the wrong shade.
• You no longer want the product.
• You expected a different result.
• You found the product cheaper elsewhere.
• You opened or used the product and no longer wish to keep it.

Please check the available Black and Brown shade options carefully before placing your order.

5. Product Performance

FROVELY is designed for temporary root touch-ups and cosmetic coverage of visible grey or white hair.

Individual results may vary depending on hair color, hair texture, existing hair treatments, lighting, application technique, and other factors.

Differences in personal results alone do not automatically qualify an order for a refund or return.

For best results, follow the usage instructions provided with the product.

6. Refunds

Once your return request has been approved and, where required, the product has been received and inspected, we will determine whether the order qualifies for a refund.

Approved refunds will be processed using the applicable payment method or refund process available for the order.

The time required for the refunded amount to appear in your account may depend on your payment provider or bank.

For Cash on Delivery orders, we may request valid bank or payment details where necessary to process an approved refund.

7. Replacement / Exchange

Where an order qualifies for a replacement, we may send the correct or replacement product subject to product availability.

If the exact product or shade is unavailable, we may offer an alternative resolution, such as store credit or a refund, where applicable.

8. Shipping Charges

Original shipping charges, where applicable, may not be refundable unless the return is due to an error on our part, such as:

• Wrong product being sent
• Damaged product
• Confirmed defective product
• Other verified fulfillment issues

If a return is approved because of an issue caused by FROVELY, we will provide instructions regarding the return shipping process.

9. Unboxing Evidence

For damaged, incorrect, or missing-item claims, FROVELY may request an unboxing video or photographs of the package immediately after delivery.

This helps us investigate shipping and fulfillment issues and may be required in certain cases.

Please keep the original packaging until your issue has been fully resolved.

10. Missing, Lost, or Delayed Orders

If your order appears to be delayed, lost, or incorrectly marked as delivered, please contact us as soon as possible.

We will work with the relevant delivery partner to investigate the shipment.

Delivery timelines may vary due to:

• Courier delays
• Weather conditions
• Public holidays
• Incorrect or incomplete address information
• Remote delivery locations
• Operational issues with delivery partners

A delivery delay does not automatically qualify for a refund if the order is still in transit.

11. Refused or Undelivered COD Orders

For Cash on Delivery orders, customers are expected to accept and receive their orders after placing them.

Orders that are repeatedly refused, rejected, or remain undelivered because of an incorrect address, unavailable recipient, or refusal to accept the parcel may be subject to restrictions on future Cash on Delivery orders.

Where an order is returned to us by the courier, additional charges or restrictions may apply depending on the circumstances.

12. Incorrect Address

Please carefully review your shipping address, phone number, PIN code, and other delivery details before completing your order.

FROVELY is not responsible for delivery issues caused by an incorrect or incomplete address provided by the customer.

If you notice an address error immediately after ordering, contact us as soon as possible. We will try to update the information before dispatch, but changes cannot always be guaranteed.

13. Hygiene & Personal-Care Products

For health, hygiene, and product-safety reasons, used or opened hair touch-up products generally cannot be returned or resold.

This restriction applies even when the product is otherwise in good condition.

Please inspect your order before opening or using it and contact us immediately if there is a problem.

14. Fraudulent or Abusive Claims

FROVELY reserves the right to investigate refund and return requests.

We may refuse or restrict refunds, replacements, or future Cash on Delivery orders where we identify patterns of:

• Repeated false damage claims
• Repeated non-delivery caused by refusal to accept orders
• Product misuse
• Returned products that do not match the original product
• Intentional damage
• Fraudulent or misleading claims

Any decision will be based on the circumstances and available evidence.

15. How to Request a Return or Refund

To start a request, contact our customer support team with:

Order Number:
Full Name:
Phone Number:
Reason for Request:
Photos/Videos:

Send your request through our official customer support channel listed on the website.

Please do not send products back without receiving return instructions from FROVELY first.

16. Processing Time

Once we receive all required information, our team will review your request.

Approved replacements or refunds will be processed after the necessary verification and, where applicable, inspection of the returned product.

Processing and delivery timelines can vary depending on the courier, payment provider, bank, and other service providers involved.

17. Policy Changes

FROVELY may update or modify this Refund & Return Policy from time to time.

Any updated version will be published on this page with a revised “Last Updated” date.

We recommend reviewing this page before placing an order.

18. Contact Us

For questions regarding returns, replacements, refunds, or order issues, please contact:

FROVELY Customer Support
Email: frovelyshop@gmail.com
Business Hours: 24 hours

Please include your order number whenever contacting us so we can assist you faster.