Refund policy
Fransosi Gear Hub – Returns, Exchanges & Refunds Policy
Effective Date: June 17, 2025
We want you to love everything you buy from Fransosi Gear Hub. However, if something doesn’t work out or you simply change your mind, this policy outlines everything you need to know about returns, exchanges, and refunds.
1. Returns & Exchanges
Can I Return an Item?
Yes! If you're not fully satisfied with your purchase, you may request a return within 30 days of receiving your order. To be eligible for a return, please ensure that:
- The item is unused and in the same condition as when it arrived
- All original tags, labels, and packaging are included
- You can provide a valid proof of purchase (e.g., order confirmation email or receipt)
What About EU Customers?
Under the EU Consumer Rights Directive, you’re entitled to a 14-day “cooling-off” period during which you may cancel your order for any reason. This means you can return eligible products within 14 calendar days of receiving them for a full refund — even if the product isn’t defective or incorrect.
Do You Offer Exchanges?
We do not currently offer direct item-for-item exchanges. If you’d like a different color, size, or product, we kindly ask that you follow the return process to receive a refund or store credit, then place a new order for the item you prefer.
How Do I Start a Return?
To initiate a return, please email us at support@fransosi.com with the following information:
- Your full name
- Order number
- Item(s) you wish to return
- Optional: Reason for return (helps us improve)
We will respond within 2 business days with detailed return instructions. In some cases, we will provide a prepaid return shipping label, depending on the nature of the return and your location.
Where Do I Send the Return?
Unless otherwise instructed, please send your return to:
Praça do Condestável 155, AP 112, 4700-215 Braga, Portugal
Who Pays for Return Shipping?
| Return Reason | Return Shipping Cost |
|---|---|
| Item is defective, damaged, or incorrect | Covered by Fransosi |
| Change-of-mind (EU within 14-day period) | Covered by Fransosi |
| Change-of-mind (non-EU or after 14 days) | Customer is responsible |
If you choose to send the item back on your own, we strongly recommend using a trackable shipping method. Fransosi Gear Hub is not responsible for returns lost in transit without tracking.
2. Refunds
What Happens After I Return an Item?
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. This process usually takes up to 7 business days from the time your return is received.
When Will I Get My Refund?
If your return is approved, we will process the refund to your original payment method. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or card provider.
What If I Don’t See My Refund?
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at support@fransosi.com so we can investigate and assist you further.
Are There Items That Can’t Be Refunded?
Yes — for safety, hygiene, or customization reasons, certain items are not eligible for return or refund:
- Gift cards or store credit
- Digital/downloadable products
- Customized or personalized items
- Opened hygiene-sensitive products (e.g., earphones, screen protectors)
- Perishable or hazardous materials (if applicable)
EU Customers – Your Refund Rights
In accordance with EU law, if you cancel your order within the 14-day cooling-off period, we will issue a full refund including the standard delivery fee (if applicable). Note that upgraded shipping options (e.g., express) are non-refundable unless the item is faulty.
3. Contact Us
If you have any questions about returns, exchanges, or refunds, don’t hesitate to reach out. Our support team is here to help and typically responds within 2 business days.
Email: support@fransosi.com
Business Hours: Monday–Friday, 9:00–17:00 (Western European Time)
We appreciate your trust and support. Thank you for shopping at Fransosi Gear Hub.