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Frenlay policies

Refund Policy

We want you to love sitting in your new chair. If it is not right, here is exactly how returns and refunds work.

Window30 daysFrom the day your chair is delivered.
ConditionUnusedIn original packaging, all parts included.
Our mistakeWe payDamaged, faulty or wrong items. Return shipping is on us.
Refund toOriginal paymentOnce your return is received and inspected.

Returns

You may return most items within 30 days of delivery.

Condition

Items must be unused, in resalable condition, and in their original packaging with all parts and hardware included.

Measure before you build. Once a chair has been assembled it cannot be returned unless it is faulty. Before assembling, check the seat height, seat width and overall dimensions against your desk and space. If you are unsure, ask us first.

Who pays return shipping

  • Changed your mind: you cover the cost of return shipping. Boxed chairs are bulky, so return shipping can be significant. If you are unsure about size, material or colour, please ask us before you order.
  • Damaged, faulty or incorrect: we cover return shipping in full and will replace or refund. You are never out of pocket for our mistake or the carrier’s.

Damaged, faulty or incorrect items

If your chair arrives damaged, faulty or incorrect, contact us within 48 hours of delivery with photographs of the item and its packaging. We will arrange a replacement, replacement parts or a refund.

Starting a return

  1. Contact us within 30 days of delivery at support@frenlay.com, quoting your order number.
  2. Tell us which items you are returning and why. Photographs help if there is a fault.
  3. We will send written return instructions and the correct return address.

Please do not ship anything back before contacting us. Returns that arrive unannounced often cannot be matched to an order, which delays or prevents a refund.

Refunds

Refunds go back to your original payment method once the return has been received and inspected. Your bank may take a few additional days to show it.

Cancelling an order

Contact us as soon as possible. If your order has not yet been released to the warehouse we can usually cancel it outright. Once it has shipped, it has to be handled as a return.

Questions before you buy

We would far rather answer a question than process a return. If you are unsure whether a chair will suit your height, your desk or your space, ask us.