Refund Policy

At Froakatile, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines our procedures and guidelines for returns, exchanges, and refunds. By purchasing our products, you agree to the terms of this Refund Policy.

1. Return Eligibility

We offer a 14-day satisfaction guarantee on most of our products, subject to the conditions outlined below:

Physical Products

For physical products (books, journals, kits, and other tangible items):

• You may return items within 14 days of receipt
• Products must be returned in their original condition, unused and with all original packaging and materials
• Products showing signs of use, damage, or with incomplete packaging may not be eligible for a full refund
• Customized or personalized products are not eligible for return unless they are defective

Digital Products

For digital products (downloadable files, online courses, digital templates):

• Due to the instant-delivery nature of digital products, refunds are limited to situations where the product is defective or significantly different from its description
• For online courses, we offer a 14-day satisfaction guarantee from the date of purchase, provided you have completed less than 25% of the course content
• No refunds will be provided for digital products if substantial portion of the content has been accessed or downloaded

Services

For services (workshops, consultations, training sessions):

• Cancellations made more than 7 days before the scheduled service date are eligible for a full refund
• Cancellations made between 2-7 days before the scheduled service date are eligible for a 50% refund or credit for future services
• Cancellations made less than 48 hours before the scheduled service date are not eligible for a refund
• If Froakatile cancels a service for any reason, you will be offered a full refund or rescheduling option

2. Non-Refundable Items and Situations

The following items and situations are not eligible for refunds:

• Gift cards (except as required by applicable law)
• Shipping and handling fees (except in cases of damaged or defective items)
• Products purchased during clearance or special promotional sales specifically marked as "final sale"
• Products that have been fully consumed or substantially used
• Products damaged due to misuse, improper handling, or failure to follow care instructions
• Digital products after complete download or access, or after 14 days from purchase

3. Defective or Damaged Products

If you receive a defective or damaged product:

• Contact us within 48 hours of receipt with photos of the damaged item and packaging
• We will arrange for a replacement or refund at our discretion
• Shipping costs for returning defective items will be reimbursed
• For digital products that are corrupted or inaccessible, we will provide a new download link or fix access issues

4. Return Process

To initiate a return or refund request:

1. Contact our customer service team at [email protected] or call +233 26 994 1172 within the eligible return period
2. Provide your order number, product details, and reason for return
3. Our team will provide you with return instructions and a return authorization number (if applicable)
4. Package the item securely with all original materials and include your return authorization number
5. Ship the item to the address provided in the return instructions
6. We recommend using a trackable shipping method as we cannot be responsible for items lost in transit

5. Refund Processing

Once we receive and inspect your return, we will notify you about the status of your refund:

• Approved refunds will be processed within 5-7 business days
• Refunds will be issued using the original payment method unless otherwise specified
• Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your financial institution
• Mobile money refunds typically process within 1-3 business days
• Bank transfer refunds may take 3-5 business days to process

6. Exchanges

If you wish to exchange a product for a different item:

• Contact our customer service team within the 14-day return period
• If the exchange item is of equal value, we will process the exchange at no additional cost (except for shipping fees, if applicable)
• If the exchange item is of higher value, you will need to pay the price difference
• If the exchange item is of lower value, we will refund the price difference
• Exchanges are subject to product availability

7. Shipping Costs for Returns

Unless the product is defective or we made an error in your order:

• The customer is responsible for return shipping costs
• Original shipping charges are non-refundable
• Shipping costs for sending replacement items in an exchange will be calculated based on the delivery address

8. Late or Missing Refunds

If you haven't received a refund within the timeframe specified above:

• First, check your bank account or payment method account again
• Then contact your credit card company or payment provider, as it may take some time for the refund to be officially posted
• If you've done all of this and still haven't received your refund, please contact our customer service team

9. Special Circumstances

Bulk Orders

For orders of 10 or more units of the same product, special return conditions may apply. Please contact our customer service team for details.

Promotional Items

If you received free or promotional items with your purchase and are returning the purchased item, the free or promotional items must also be returned.

Workshops and Events

In-person workshop refunds are subject to the following schedule:

10. Gift Recipients

For items purchased as gifts:

• Gift recipients can return or exchange products following the same guidelines
• Refunds will be issued in the form of store credit if no gift receipt is provided
• With a gift receipt, the refund can be processed according to our standard policy

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review our Refund Policy periodically for changes.

Last Updated: April 28, 2024