Refund policy
Claim Policy
We do not accept returns or process refunds. All sales are final. If your item is damaged, lost, or not received, you must follow the claims procedures outlined below.
Damages and Issues
Please inspect your order immediately upon reception. If the item is damaged or if you receive the wrong item, you must contact us immediately at team@freq.industries so we can evaluate the issue and file a claim with our carrier.
For a damage claim to be filed, the following documentation must be submitted to the carrier within 7 days after the arrival scan:
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Photos showing the damage to both the packaging and the items. For vinyl records, we require proof that the item is not playable anymore (e.g., a video or detailed photo of the damage to the grooves).
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A confirmation of the damage by the last-mile carrier. A copy of an email sent to the carrier's official email address will be sufficient.
Lost Shipments
For claims of "no movement" (tracking shows no update) or "delivered, but not received," you must submit the following to the carrier:
- A signed declaration of non-receipt (DONR), which we will provide to you.
Both types of lost shipment claims must be submitted to the carrier within 30 days after the last scan ("no movement") or the delivery scan ("delivered, but not received"). After this deadline, no claims can be filed.
Exceptions / Non-Returnable Items
Since we do not accept returns, all items are non-returnable. This includes but is not limited to: perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), hazardous materials, flammable liquids, gases, sale items, and gift cards.
You can always contact us for any claim questions at team@freq.industries.