Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, with any tags attached, and in its original packaging. You'll also need your packing slip or order number/proof of purchase. 

To start a return, please contact us at hello@downwardfrog.com. If your return is accepted, we'll send you instructions on how and where to send your package. Returns sent without first requesting a return will not be accepted.

Unless your item is faulty or incorrect, customers are responsible for the cost of returning their order.

Uncollected or undeliverable orders

If your order is not collected from a selected collection point, is refused on delivery, or is returned to us due to an incorrect or incomplete delivery address provided at checkout, we'll process your refund once the order has been safely returned to us and inspected.

As we offer free standard shipping, if an order is returned to us because it was not collected or was undeliverable due to customer error, we reserve the right to deduct any courier charges and return-to-sender fees incurred before issuing a refund.

If an uncollected or undeliverable parcel is lost in transit and is not returned to us, we are unable to process a refund until the parcel has been successfully received back by us.

If you have any questions about your return, please contact us at hello@downwardfrog.com.

Damages and issues

Please inspect your order as soon as it arrives and contact us immediately if your item is defective, damaged, or if you've received the wrong product, so we can resolve the issue as quickly as possible.

Once your item has been assessed and confirmed to be faulty, we'll happily reimburse any reasonable return postage costs and arrange a replacement or refund where appropriate.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, seconds, or gift cards.

European Union 14-day cooling-off period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without giving a justification.

To be eligible, your item must be unused, with any tags attached, in its original packaging, and accompanied by proof of purchase.

Refunds

We'll notify you once we've received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@downwardfrog.com.