Refund policy

RETURNS POLICY

We want you to love your bedding and home-wear as much as we do — but if it’s not quite right, we’ve made returns simple.

Our standard return period is 14 days – terms and exclusions apply.

This policy applies to purchases made via our website. Your statutory rights are not affected.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

You must notify us of your intention to cancel within 14 days of delivery by emailing:
help@froglane.co.uk

Once you have notified us, you then have 14 days to return the goods.

2. Return Conditions (Change of Mind)

To be eligible for a refund:

Items must be unused and in a resalable condition
Items must be returned in original packaging
All tags, labels and outer packaging must be intact and seal not broken
Items must not be washed, used or altered

You are responsible for the goods until they are received by us. We strongly recommend obtaining proof of posting.

Return address:

Frog (Returns)
The Upper Annex, Fernhill Court
2 Balsall Street East
Balsall Common
CV7 7FR

3. Hygiene & Sealed Goods Exception

Due to hygiene reasons, bedding products are exempt from cancellation rights if unsealed after delivery, in accordance with Regulation 28(3)(a) of the Consumer Contracts Regulations.

This applies where goods are sealed for hygiene protection and become unsuitable for return once opened.

If a hygiene seal has been broken, we reserve the right to refuse a refund unless the item is faulty.

However, you are allowed to inspect goods to the extent necessary to establish their nature, characteristics and functioning (as you would in a shop). If goods are handled beyond this and show signs of use, we may make a deduction from the refund to reflect any loss in value.

We will never automatically retain 100% of a refund unless the item is unusable or has no resale value due to use.

4. Refunds

We will process your refund within 14 days of receiving the returned goods.

Refunds will include:

The cost of the goods

We are not required to refund:

Delivery charges
Return postage costs (unless goods are faulty or incorrect)

Refunds will be made to your original payment method.

5. Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)

If your item arrives faulty, damaged, or not as described:

Please contact us within 30 days of delivery at help@froglane.co.uk with:

Your order number
A description of the fault
Clear photographs

If confirmed faulty, you are entitled to:

A full refund (within 30 days of delivery).

6. Exchanges

We do not offer direct exchanges. If you require a different size or colour, please place a new order and return the original item following the cancellation process above.