Return & Exchange Policy

Last updated: July 20, 2022

Thank you for shopping at Frattello! We appreciate that you’re looking to buy the cool stuff we love to build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products.

As with any shopping experience, there are terms and conditions that apply to transactions at Frattello. By placing an order or making a purchase at Frattello, you agree to the terms set forth below along with Frattello’s Privacy Policy and Terms of Use.

General Return

We fundamentally believe you will be thrilled with the products you purchase from Frattello. That’s because we go out of our way to ensure that they’re designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.

You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you have to pay for the return or exchange cost if no quality issues are involved. Item(s) must be:

1.In brand-new condition

2.Uninstalled and/or non-assembled

3.Unused, no pieces missing

4.With original tags and packaging (you may need to pack it yourself if you no longer possess the packaging)

A few items can’t be returned, including:

1.Clearance items

2.Customized items

3.Flash Deals

4.Offline purchase (items or parts unlisted on our website)

5.Items marked “Non-Returnable” on the product page

6.Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

What you need to know before you start a general return

1.the White Glove service charges collected on the order will not be refunded for general return.

2.You have to pay for the return cost if no quality issues are involved. (Product returns from Canada might incur additional fees. Please ensure a timely customs clearance to avoid complicating the return.)

3.You will be charged a minimum restocking fee of 20% of invoice total on all general returns.this fee is deducted from your refund.

4.Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional $50 repackaging fee per item will be charged for returned items without its original packaging. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.

The Refund

Please note that there is a 20% restocking fee for all returned items; this fee is deducted from your refund.

Shipping fees as well as additional service fees paid for Room of Choice or White Glove service will not be refunded. You may also be charged a $50 repackaging fee per item if item is not returned in its original packaging.

Refund will commence within 7 business days after all returned items have been sent back to our warehouse. Where possible, funds will be processed back in the same way they were paid to Frattello, i.e. back to your Credit Card, PayPal or Bank Account. For credit cards, depending on your card issuer’s policy, it may take up to 3 to 5 business days for the refund to appear on your account. However, refunds for some banks may only be reflected in your next monthly statement.

Faulty or Damaged Products

1.Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.

2.All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.

3.Please note that we do not cover the repair fee if unauthorized handyman services were hired.

Supplement Terms

1. Damaged items means items that have been damaged in shipping.

To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.

2. Undeliverable and Refused Package

If a delivery is refused for any reason or considered undeliverable due to an invalid shipping address, you will be charged a penalty that may include, but not limited to extra shipping charges and handling fees.

How to return the items?

1. Log in your Frattello account.

2. Find ‘My Order’  and click the ‘Return’  button.

3. Tick the goods you need to return, choose the reason, and submit the request.

4. Package the Item(s). Please ensure all parts are in the original packing way.

5. Ship Out the Package(s) via trackable shipping methods. Provide us with the tracking number and carrier (Untrackable return will delay refund).

The return address will be notified by email.You will receive a notification email within 3-5 working days after we received your item(s), and when refund is processed. The refund will be made to the account that the funds were originally drawn from.

Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.