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 generally 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 a further 14 days to return the goods.

Certain legal exceptions may apply to the right to cancel, including certain sealed goods that are not suitable for return for hygiene reasons once unsealed. These are explained below.

2. Return Conditions (Change of Mind)

To be eligible for a refund when returning an item because you have changed your mind:

Items should be unused and in a resalable condition where reasonably possible
Items should be returned in their original packaging where reasonably possible
Tags, labels and any hygiene seals should remain intact where applicable
Items must not have been washed, used or altered

You are responsible for taking reasonable care of the goods while they are in your possession and until they are received by us. We strongly recommend obtaining proof of posting when returning an item.

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, certain bedding products may be exempt from the statutory cancellation right if they were sealed for hygiene protection and become unsuitable for return once that seal has been broken, in accordance with the Consumer Contracts Regulations 2013.

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

If an applicable hygiene seal has been broken, the statutory cancellation right may not apply.

However, you are allowed to inspect goods to the extent necessary to establish their nature, characteristics and functioning, in the same way you would reasonably be able to inspect an item in a shop.

If goods are handled beyond what is reasonably necessary and their value has been reduced as a result, we may make a reasonable deduction from the refund to reflect that reduction in value, where permitted by law.

This does not affect your statutory rights if the goods are faulty, damaged or not as described.

4. Refunds

We will process your refund without undue delay and, where applicable, within 14 days of receiving the returned goods or receiving evidence that the goods have been returned, whichever is earlier, subject to the requirements of applicable consumer law.

For a valid cancellation under the Consumer Contracts Regulations, refunds will include:

The cost of the goods
The cost of the standard delivery service originally paid for

If you chose a more expensive delivery service than our standard delivery option, we are not required to refund the additional cost.

You are normally responsible for the cost of returning goods when you change your mind, unless we have agreed otherwise or the law requires us to cover the return cost.

If goods are faulty, damaged, incorrect or not as described, please contact us. Where appropriate, we will arrange an appropriate remedy in accordance with your statutory rights.

Refunds will normally be made to the original payment method used to place the order.

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

If your item arrives faulty, damaged, incorrect or not as described, please contact us at:

help@froglane.co.uk

Please provide:

Your order number
A description of the issue
Clear photographs where possible

Please contact us as soon as reasonably possible after discovering a problem so that we can help resolve it quickly.

Under the Consumer Rights Act 2015, you have legal rights in relation to faulty or defective goods. These rights can continue beyond 30 days.

Where a fault is identified within the first 30 days, you may generally have the short-term right to reject the goods and receive a refund, subject to the circumstances and your statutory rights.

After 30 days, you may still have legal rights to a repair, replacement or refund depending on the circumstances and the applicable consumer law.

Nothing in this policy limits or removes your statutory rights.

6. Exchanges

We do not offer direct exchanges.

If you require a different size, colour or product, you can place a new order and return the original item in accordance with the cancellation and returns process above, where applicable.

7. Pre-Orders

Pre-order items are purchased before the relevant stock has arrived with Frog Lane.

Pre-order items are not immediately available for dispatch.

Once the pre-order stock has arrived with us, we aim to dispatch your order within 10 days.

The 10-day dispatch period begins once the relevant pre-order stock has been received by Frog Lane.

Any estimated arrival date shown on our website is provided as a guide and may be subject to change due to circumstances outside our reasonable control, including supplier, manufacturing or delivery delays.

Your statutory cancellation and consumer rights continue to apply to pre-order purchases.

If you wish to cancel a pre-order, please contact us at help@froglane.co.uk.

If an order contains both pre-order and in-stock items, we may hold the order and dispatch the items together once the pre-order item becomes available.

Please see our Terms & Conditions for full information about pre-orders.