Fresco

We want to make sure you love your Fresco products, and quality is guaranteed. If there is a quality issue with your order, we'll review it and offer a replacement or refund where appropriate. For any quality concerns, please email clear photos of the product on a flat, well-lit surface to info@frescoscents.co.uk, along with your order number. This quick step helps us resolve things as fast as possible.

As our products are limited in stock we do not offer exchanges. Please read below for full details.

Returns

You have 28 days from the date of delivery to raise any issues with your order. Please note we are not liable for leaks, spillages, or minor scratches that can occur during transit or handling, as these do not affect the performance of the product. Refunds are only issued where the damage is excessive and affects the usability of the product.

To raise a return, simply email us at info@frescoscents.co.uk with your order number and photos of the issue, no return forms needed.

Cancellations

Product Orders Cancellation Policy

If you wish to cancel or amend your order, please contact us at info@frescoscents.co.uk as soon as possible. Orders can be edited or cancelled at any time before they are dispatched. Once your order has been dispatched, it may no longer be eligible for cancellation, though you may still be entitled to a resolution under our Returns policy above.

Donations and Tips Cancellation Policy

Please note that donations and tips are non-cancellable and non-refundable. Once you have completed your checkout for donations or tips, we cannot cancel or refund it. 

Refunds Policies

Product Orders Refund Policy

Refunds are only issued for orders that meet the criteria above, damage that is excessive and affects the product's usability, supported by photo evidence. We do not offer exchanges.

• PayPal: Refunds will show back up in your PayPal balance within 24 business hours.
• Credit/Debit Card: Refunds will show back up in your account within 7 to 10 business days, depending on your bank.

Donations and Tips Refund Policy

Donations and tips are non-refundable. Once you have completed your checkout payment, we cannot cancel or refund your donation or tips. 

Locked Messages Refund Policy

Locked messages are non-refundable. Once you have completed your checkout payment, we cannot cancel or refund your locked message. If you have issues accessing the locked message after payment, please contact us at contact@support.frescoscents.co.uk. We’ll be happy to troubleshoot the problem and find a resolution for you. 

Accepted Payment Methods

We accept payments via credit/debit cards, PayPal, Google Pay, Apple Pay, and depending on your location, we also accept Klarna/AfterPay and local payment methods. 

International Orders

International orders may be subject to import taxes, duties, and other customs charges. The charges vary by country, and at this time, we are unable to calculate them in advance. For more information regarding your country’s customs policies, please contact your local customs office. If such a fee indeed gets imposed on your package, you are responsible for its payment.