Refund policy
1. Overview
At FRESORA, customer satisfaction matters to us. We take pride in the quality of our products and aim to provide a clear, fair, and transparent return and refund process. This policy explains when returns, refunds, replacements, or our Satisfaction Guarantee may apply.
2. Eligibility for Returns
Due to the nature of our products (dietary supplements and personal oral-care items), standard returns are accepted only in specific cases.
Eligible:
- Your order arrived damaged or defective
- You received the wrong item
- Your order was lost in transit
Not eligible for standard returns:
- Opened or used supplement bottles
- Opened oral-care products
- Returns due to change of mind or personal preference
These restrictions exist for health and safety reasons. Opened or used products cannot be returned for resale. If you're not satisfied, see our 90-Day Money-Back Guarantee (Section 3) — no return required.
3. 90-Day Money-Back Guarantee
If you're not satisfied with your first order, request a full refund of the product price within 90 days of delivery.
- How: email contact@hellofresora.com with your order number — no need to return the product. (We may request the return of unused product in cases of suspected abuse.)
- What you get back: the full product price. Original shipping, taxes, and duties are non-refundable.
- Eligibility: first order only — one claim per customer and per household.
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Not covered: wholesale or bulk orders, and accounts showing repeated refund activity or claims inconsistent with normal use.
Damaged, wrong, or lost items are always covered — see Sections 4–6.
4. Reporting a Damaged, Wrong, or Lost Order
If your order arrives damaged, defective, wrong, or is lost in transit, contact us within 30 days of delivery. Depending on the situation, we may offer a replacement, refund, or store credit. This is separate from the 90-Day Money-Back Guarantee in Section 3.
5. Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
- Take clear photos of the product and packaging.
- Email us at contact@hellofresora.com.
- Include your order number.
Once reviewed, we will arrange a replacement or refund.
6. Lost Packages
If tracking shows "Delivered" but you did not receive your order:
- Check your delivery area
- Ask neighbours or building management
- Contact the carrier for confirmation
If the package remains missing, email contact@hellofresora.com. We will assist you and may provide a replacement after verification.
7. Refund Processing
Approved refunds are issued to the original payment method.
- Processing time: 5–14 business days
- Shipping fees are non-refundable, except in cases of our error.
8. Exchanges
We do not offer traditional exchanges. For an approved issue, we will instead provide a replacement or a refund, when applicable.
9. Order Cancellations
Orders may only be cancelled before they are processed. Once an order has shipped, it cannot be cancelled. To request cancellation, email contact@hellofresora.com immediately.
10. Customer Responsibility
By purchasing from FRESORA, you acknowledge that:
- supplements are not intended to diagnose, treat, cure, or prevent any disease
- individual results may vary
- you should consult a healthcare professional before use if pregnant, nursing, taking medication, or having a medical condition.
11. Abuse & Fraud
We reserve the right to refuse or limit refunds, returns, or guarantee claims in cases of suspected abuse, including repeated refund requests, multiple accounts, or claims inconsistent with normal product use.
12. Contact Information
For any questions regarding returns or refunds, please contact:
Fresora Labs LLC — Trade Name: FRESORA
30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: contact@hellofresora.com · Phone: +1 (917) 9628341
13. Governing Law
This Return & Refund Policy is governed by the laws of the State of Wyoming, United States.