Return and Refund Policy
1. Return Request Period
At EMBALO BUSINESS, SOCIEDAD LIMITADA, we want customers to clearly understand our return and refund terms before placing an order through frakasy.com. If your item is eligible for return, you must contact us at [email protected] within 30 days of receiving your order. Return requests submitted after 30 days of delivery may not be accepted. To help us review your request, please include your order number, the email address used at checkout, a clear explanation of the issue, and photos or videos where applicable.
2. Custom Jersey Return Rule
Because we sell custom jerseys, customized items are made or prepared according to the customer’s selected name, number, size, color, design, player style, team style, or other personalization details. For this reason, custom jerseys are not eligible for return, exchange, or refund for non-quality reasons. This includes, but is not limited to, change of mind, wrong size selected by the customer, incorrect personalization details submitted by the customer, color preference, style preference, delayed use plans, or no longer needing the item.
3. Eligible Return or Refund Situations
A return, replacement, or refund may be reviewed if the item arrives damaged, defective, incorrectly printed compared with the confirmed order details, or significantly different from the product ordered. If any of these issues occur, customers must contact us at [email protected] within 48 hours of delivery and provide the order number, clear photos or videos of the issue, the outer packaging, and the shipping label where applicable. Minor color differences caused by screen display settings, lighting, photography, fabric batches, or production differences are not considered defects. Small measurement differences may also occur due to manual measurement or garment production tolerance and are not considered quality issues unless the difference is clearly unreasonable.
4. Return Conditions
For approved returns of non-custom clothing items, the item must be clean, unwashed, unaltered, and in resalable condition. Customers may try the item on indoors to check the size and fit, but the item must not show signs of extended wear, outdoor use, washing, stains, odors, damage, modification, or improper handling. Any original packaging, tags, accessories, or included items should be returned where possible. If a returned item affects resale condition or does not meet these requirements, we may refuse the return, reduce the refund amount, or send the item back to the customer where permitted by applicable law.
5. Return Process
Before sending any item back, customers must contact us at [email protected] and wait for return instructions. Please do not return an item without approval. Unauthorized returns may not be accepted or refunded. After we receive your request, we may ask for photos, videos, order details, or other supporting information. If the request is approved, we will provide return instructions, including the return address and any required steps. The customer must follow the provided instructions to avoid delay or rejection of the return.
6. Return Shipping Cost
If the return is caused by our error, such as a confirmed defective item, damaged item, or wrong item sent, we will provide a reasonable solution, which may include replacement, refund, or return shipping support after review. If a return is approved for a customer-related reason where applicable, the customer is responsible for the return shipping cost. Original shipping fees are generally non-refundable unless the return is caused by our confirmed error or required by applicable law.
7. Refund Review and Refund Time
After we receive and inspect the approved returned item, we will notify the customer whether the refund is approved or rejected. If approved, the refund will be issued to the original payment method used at checkout. Refunds are usually returned to the original account within 7 business days after refund approval, depending on the payment provider, card issuer, or bank processing time. We do not issue refunds to a different card, account, or payment method for security reasons.
8. Order Issues, Payment Disputes, and Contact Information
If you believe there is a problem with your order, please contact us first at [email protected] so we can review and resolve the issue directly. To support a fair review, please provide your order number, tracking information, photos, videos, and a clear description of the problem. Orders paid by card or other supported payment methods are processed through secure payment services. Filing a payment dispute without contacting us may delay the resolution process because we may need to provide order records, shipping records, customization details, communication records, and policy evidence to the payment provider.