We want you to enjoy wearing your Froyé jewelry. If a product is not quite right for you, you will find all information about returns, withdrawal and refunds below.
30-Day Return Policy
In addition to your statutory right of withdrawal, we offer a voluntary return policy of a total of 30 calendar days from receipt of your order.
The period begins on the day after you receive the goods. Your return must be registered with us no later than the end of the 30th calendar day.
If your return request reaches us after this deadline, we can no longer accept it under our voluntary return policy.
Example: If you receive your order on 1 August, your return must be registered with us no later than 31 August. A return registered on 1 September falls outside the 30-day period.
Once your return has been registered within the applicable period, you have 14 calendar days to send the goods back to us.
The return deadline is met if you dispatch the goods no later than the final day of this 14-day period.
For a voluntary return, if the goods are not dispatched within this period, your eligibility under our voluntary return policy expires. We may decline a return sent after this deadline.
The 30-day period therefore refers to the timely registration of your return. The goods do not need to have physically arrived at Froyé within these 30 days.
Your statutory right of withdrawal during the first 14 days remains fully unaffected by our voluntary return policy and its additional conditions.
Please note: Earrings are excluded from our voluntary return policy. For hygiene reasons, earrings are supplied with a hygiene seal. Once this seal has been removed or opened after delivery, the item is excluded from return, provided the applicable legal requirements are met. Further information can be found in the “Earrings & Hygiene” section.
How to Start a Return
Contact us within the applicable return period at info@froye.at and let us know which products you would like to return. Please include your order number whenever possible.
Our team will process your return request within one business day at the latest and provide you with the necessary return instructions.
Business days are Monday to Friday, excluding public holidays in Austria.
For returns made under our voluntary return policy, please wait until you have received our return instructions before sending the goods back to us.
Your statutory right of withdrawal and your ability to exercise that right within the applicable deadline and return the goods in accordance with statutory requirements remain unaffected.
Return Shipping Costs
For a standard return where the product is not defective, you are responsible for the direct cost of returning the goods.
This applies both to a statutory withdrawal, provided you were properly informed of this before entering into the contract, and to returns made under our voluntary return policy.
If a product is defective or damaged, or if you have received the wrong product, please contact us at info@froye.at before returning it.
Where a legitimate defect exists and a return is required, Froyé will cover the necessary return shipping costs.
We recommend using a trackable shipping method for your return.
Complete Return
Please return the product together with all items and components supplied with the relevant product.
This includes in particular:
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the original packaging,
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the Froyé pouch,
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all product-related cards, and
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all other packaging and accompanying elements supplied with the product.
Voluntary Returns from Day 15 to Day 30
For a return under our voluntary return policy, the product must be returned complete and together with all items listed above.
The product must be:
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unworn,
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undamaged,
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complete, and
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in a condition suitable for resale.
The complete original packaging, Froyé pouch, all product-related cards and all other packaging and accompanying elements supplied with the product must be returned in full.
If any of these components are missing, or if the product does not meet the conditions above, we may decline the return under our voluntary return policy.
Statutory Withdrawal During the First 14 Days
For a statutory withdrawal, we also ask you to return the product together with its original packaging, Froyé pouch, product-related cards and all other supplied components.
However, complete original packaging is not a condition for validly exercising your statutory right of withdrawal.
Your statutory right of withdrawal will therefore not be excluded solely because the original packaging or individual packaging or accompanying elements are missing.
Defective, Damaged or Incorrectly Delivered Products
Where a full return of a defective, damaged or incorrectly delivered product is required, we also ask you to return the product together with the original packaging, Froyé pouch, product-related cards and all other supplied components.
Where a legitimate defect exists and a return is required, Froyé will cover the necessary return shipping costs.
The absence of individual packaging or accompanying elements does not restrict mandatory statutory rights relating to defective goods.
Earrings & Hygiene
Special return conditions apply to earrings for hygiene reasons.
Froyé earrings are supplied with a hygiene seal.
During the statutory withdrawal period, an earring may only be returned while the hygiene seal remains complete and intact.
Once the hygiene seal has been removed or opened after delivery, the earring is excluded from return for hygiene reasons and the statutory right of withdrawal ceases, provided the applicable legal requirements are met.
Please therefore make sure that you wish to keep the earring before opening the hygiene seal.
Regardless of the above, earrings are entirely excluded from our voluntary return policy from Day 15 to Day 30. This applies even where the hygiene seal remains complete and intact.
These conditions do not apply to defective, damaged or incorrectly delivered earrings.
Your statutory rights relating to defective goods remain fully unaffected.
Statutory Right of Withdrawal
For online purchases, you generally have the right to withdraw from the contract within 14 days without giving any reason.
For goods, the withdrawal period begins upon receipt of the goods. The day on which the goods are received is not counted when calculating the period.
If several goods forming part of a single order are delivered separately, the withdrawal period generally begins upon receipt of the last item.
How to Exercise Your Right of Withdrawal
To exercise your statutory right of withdrawal, you must clearly inform us of your decision to withdraw from the contract before the withdrawal period expires.
You may contact us, for example, by email at:
You may also use the model withdrawal form provided at the end of this page. Use of this form is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of your right of withdrawal before the withdrawal period expires.
Returning Goods Following a Statutory Withdrawal
After informing us of your withdrawal, you must return the goods without undue delay and no later than 14 calendar days after notifying us.
The deadline is met if you dispatch the goods no later than the final day of this 14-day period.
Returns must be sent to:
FROYE vom Licht e.U.
Edip Göral
Handelskai 98/1
1200 Vienna
Austria
You are responsible for the direct cost of returning the goods unless a legitimate product defect or another statutory reason applies under which Froyé is responsible for the return shipping costs.
Condition of Goods Following a Statutory Withdrawal
During the statutory withdrawal period, you may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning.
Please handle the jewelry and its packaging with care and return all supplied components to us.
However, complete original packaging is not a condition for validly exercising your statutory right of withdrawal.
You may only be liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Refunds Following a Statutory Withdrawal
In the event of a valid statutory withdrawal, we will refund all payments received from you, including the cost of our least expensive standard delivery option.
Any additional delivery costs resulting from your choice of a different or more expensive delivery method than our least expensive standard delivery option will not be refunded.
Unless expressly agreed otherwise, the refund will be made using the same payment method used for the original transaction.
The refund will be made without undue delay and no later than the statutory deadline of 14 days from the day on which we receive your withdrawal declaration.
However, we may withhold the refund until either:
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we have received the returned goods, or
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you have provided evidence that the goods have been sent back,
whichever occurs first.
Once the requirements for the refund have been fulfilled, Froyé will initiate the refund without undue delay and within one business day at the latest, while all mandatory statutory refund deadlines will in any event remain applicable.
Once we have submitted the refund to the relevant payment provider, additional processing time may be required before the amount appears in your account or on your original payment method.
This subsequent processing time depends on the payment provider or your bank and is outside Froyé’s control.
Voluntary Return Policy from Day 15 to Day 30
After the statutory 14-day withdrawal period has expired, you may use our voluntary return policy until the end of the 30th calendar day after receipt of your order.
Your return must be registered with us no later than the end of the 30th calendar day.
If your return request reaches us after this deadline, we can no longer accept it under our voluntary return policy.
Return Deadline
Once your return has been registered within the applicable period, you have 14 calendar days to send the goods back to us.
This period begins on the day after your return is registered.
The return deadline is met if you dispatch the goods no later than the final day of this 14-day period.
If the goods are not dispatched within this period, your eligibility under our voluntary return policy expires. We may decline a return sent after this deadline.
Conditions
For a return under our voluntary return policy, all of the following conditions must be met:
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The product is unworn.
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The product is undamaged.
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The product is complete.
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The product is in a condition suitable for resale.
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The complete original packaging is returned.
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The Froyé pouch is returned.
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All product-related cards are returned.
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All other packaging and accompanying elements supplied with the product are returned in full.
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The product is not excluded from our voluntary return policy.
Earrings are entirely excluded from our voluntary return policy – even where the hygiene seal remains intact.
If the original packaging, Froyé pouch, product-related cards or any other supplied components are missing, or if the product otherwise fails to meet the conditions above, we may decline the return under our voluntary return policy.
Costs
For a return made under our voluntary return policy, you are responsible for the direct cost of return shipping.
Original delivery charges paid for your order are not refunded under our voluntary return policy.
Legitimate claims relating to defective, damaged or incorrectly delivered products remain unaffected.
Inspection & Refund
Once your return arrives, we will inspect it to determine whether all conditions of our voluntary return policy have been met.
Receipt of the goods by Froyé does not automatically mean that the return has been accepted.
If the return is accepted following our inspection, Froyé will initiate a refund of the purchase price of the accepted returned products within one business day after completion of the inspection.
Unless otherwise agreed, the refund will be made using the payment method used for the original order.
Once we have submitted the refund to the relevant payment provider, the remaining processing time may vary depending on the payment method, payment provider and bank.
This additional processing time is outside our control.
Defective, Damaged or Incorrectly Delivered Products
If a product arrives defective or damaged, or if you receive the wrong item, please contact us as soon as reasonably possible at info@froye.at before returning anything.
Our team will process your request within one business day at the latest and provide you with the next steps.
Where a legitimate defect exists and a return is required, Froyé will cover the necessary return shipping costs.
Where a full return is required, we ask you to return the product together with its original packaging, Froyé pouch, product-related cards and all other packaging and accompanying elements supplied with it.
These provisions also apply to earrings.
Your statutory rights relating to defective goods remain fully unaffected.
Further Exceptions to the Statutory Right of Withdrawal
The statutory right of withdrawal may in particular be excluded for goods made to your individual specifications or clearly personalised to your individual requirements, provided the applicable statutory requirements are met.
This may include, for example, personalised jewelry, engraving or products made individually according to your specifications.
For sealed goods that are not suitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may cease once the seal has been removed, provided the applicable legal requirements are met.
Your other statutory rights remain unaffected.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To:
FROYE vom Licht e.U.
Edip Göral
Handelskai 98/1
1200 Vienna
Austria
Email: info@froye.at
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods () / for the provision of the following service (*):
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
Date: