Return Policy

Last updated:

1. Overview

At Frexalonsquezlax, we want you to be satisfied with your purchase of Pentanova. This Return Policy outlines the terms and conditions for returning products and obtaining refunds.

2. Return Eligibility

2.1 Return Window

You may request a return within 30 days from the date of delivery. Returns requested after this period will not be accepted.

2.2 Eligible Items

To be eligible for a return, items must be:

  • Unused and in original condition
  • In original, unopened packaging
  • Accompanied by proof of purchase (order confirmation or receipt)
  • Free from any damage caused by the customer

2.3 Non-Returnable Items

The following items cannot be returned:

  • Products that have been opened, used, or partially consumed
  • Products with broken or tampered seals
  • Products damaged due to mishandling by the customer
  • Products purchased more than 30 days ago
  • Gift cards or promotional items

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

  • Contact our customer service team at cooperation@frexalonsquezlax.world
  • Provide your order number and reason for return
  • Wait for return authorization and instructions
  • Do not ship items without return authorization

3.2 Shipping Returns

Once your return is authorized:

  • Pack the item securely in its original packaging if possible
  • Include your order number and return authorization inside the package
  • Ship the item using a trackable shipping service
  • Retain the shipping receipt and tracking number

3.3 Return Shipping Costs

  • Defective or Incorrect Items: We will cover return shipping costs
  • Change of Mind: Customer is responsible for return shipping costs
  • Original Shipping: Original shipping charges are non-refundable unless the return is due to our error

3.4 Return Address

Returns should be sent to:

Frexalonsquezlax Returns
26 Wharf St, Port Douglas QLD 4877, Australia

4. Refund Process

4.1 Inspection and Processing

Once we receive your returned item, we will:

  • Inspect the product to ensure it meets return eligibility requirements
  • Process your refund within 5-7 business days of receiving the return
  • Send you an email notification confirming the refund

4.2 Refund Method

Refunds will be issued to the original payment method used for the purchase:

  • Credit/Debit Cards: Refunds typically appear within 5-10 business days after processing
  • PayPal: Refunds typically appear within 3-5 business days after processing
  • Other Payment Methods: Processing times may vary

4.3 Partial Refunds

Partial refunds may be issued in the following circumstances:

  • Items returned in non-original condition
  • Items with missing components or packaging
  • Items showing signs of use or damage

5. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired product.

6. Damaged or Defective Products

6.1 Reporting Issues

If you receive a damaged or defective product, please contact us within 48 hours of delivery with:

  • Your order number
  • Description of the damage or defect
  • Photos of the damaged/defective item
  • Photos of the packaging (if damaged during shipping)

6.2 Resolution

For damaged or defective items, we will offer:

  • Full refund including shipping costs
  • Replacement product at no additional cost (subject to availability)

7. Incorrect Orders

If you receive incorrect items:

  • Contact us within 48 hours of delivery
  • Do not open or use the incorrect items
  • We will arrange for return shipping at our expense
  • We will ship the correct items promptly

8. Cancellations

8.1 Order Cancellation

You may cancel your order:

  • Before the order is shipped: Full refund will be issued
  • After the order is shipped: Standard return process applies

8.2 Cancellation Request

To request cancellation, contact us immediately at cooperation@frexalonsquezlax.world with your order number.

9. Your Rights Under Australian Consumer Law

This Return Policy is a voluntary commitment and does not limit or replace your statutory rights under the Australian Consumer Law (ACL). Under the ACL you are entitled to consumer guarantees including that goods are of acceptable quality, fit for any disclosed purpose, and match their description. You may be entitled to a refund, repair, or replacement (at your choice in certain cases) if:

  • Major failure: The product has a major defect, does not match its description, does not do what we said it would do, or is not fit for its intended purpose. For a major failure you can choose a refund or replacement.
  • Minor failure: The product has a minor defect. We may offer to repair the product within a reasonable time; if we do not, you may be entitled to a refund or replacement.

Our 30-day return window and conditions above apply to change-of-mind and voluntary returns. They do not affect your right to claim under the ACL at any time within the applicable statutory period (which may extend beyond 30 days) where the product fails to meet a consumer guarantee. For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website.

10. International Orders

For orders shipped outside Australia:

  • The customer is responsible for all return shipping costs
  • Returns must comply with all customs requirements
  • We are not responsible for customs fees or import duties
  • Processing time may be extended for international returns

11. Contact Information

For questions or concerns about returns and refunds, please contact us:

Frexalonsquezlax
26 Wharf St, Port Douglas QLD 4877, Australia
Email: cooperation@frexalonsquezlax.world

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM AEST.

12. Policy Updates

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on the website. The "Last updated" date at the top of this page indicates when the policy was last revised.