90-Day Return Policy

Last updated: July 17, 2026

IMPORTANT CONDITIONS

FRILUME’S 90-DAY RETURN POLICY IS SUBJECT TO THE FOLLOWING MATERIAL CONDITIONS:

  1. THE PRODUCT MUST HAVE BEEN PURCHASED DIRECTLY FROM FRILUME.COM;

  2. YOU MUST BE THE ORIGINAL PURCHASER AND END USER;

  3. YOU MUST USE THE PRODUCT AS DIRECTED FOR AT LEAST SIXTY CONSECUTIVE CALENDAR DAYS;

  4. YOUR RETURN CLAIM MUST BE SUBMITTED BETWEEN DAY 60 AND DAY 90 AFTER CARRIER-CONFIRMED DELIVERY;

  5. YOU MUST PROVIDE PROOF OF PURCHASE AND REASONABLE EVIDENCE OF USE;

  6. YOU MUST OBTAIN A RETURN MERCHANDISE AUTHORIZATION BEFORE RETURNING ANY PRODUCT;

  7. IF A RETURN IS REQUIRED, YOU MUST RETURN THE PRODUCT WITHIN FOURTEEN CALENDAR DAYS AFTER THE RMA IS ISSUED;

  8. YOU ARE RESPONSIBLE FOR RETURN-SHIPPING COSTS EXCEPT FOR VERIFIED DAMAGE, DEFECT, OR FULFILLMENT ERROR;

  9. THIS RETURN POLICY IS LIMITED TO ONE APPROVED SATISFACTION-BASED REFUND PER CUSTOMER AND HOUSEHOLD; AND

  10. ORIGINAL SHIPPING AND OPTIONAL SERVICE FEES ARE NOT REFUNDED EXCEPT WHERE REQUIRED BY LAW OR CAUSED BY A VERIFIED FRILUME ERROR.

AN APPROVED CLAIM WILL RECEIVE A REFUND OF THE FULL PURCHASE PRICE ACTUALLY PAID FOR THE ELIGIBLE PRODUCT, PLUS APPLICABLE SALES TAX ATTRIBUTABLE TO THAT PRODUCT.

NO RESTOCKING OR PROCESSING FEE WILL BE DEDUCTED FROM AN APPROVED REFUND UNDER THIS 90-DAY RETURN POLICY.

1. Overview & Purpose

SBMF LTD, trading as Frilume (“Frilume,” “We,” “Us,” or “Our”), offers a 90-Day Return Policy on eligible products purchased directly through frilume.com.

This Return Policy gives the original purchaser (“You,” “Your”) an opportunity to use an eligible product for a meaningful trial period before making a final determination about satisfaction.

This Return Policy is subject to specific eligibility, timing, documentation, return, and anti-abuse conditions.

It is not an unconditional free-trial program and does not permit customers to retain both the product and the refunded purchase price where Frilume requires the product to be returned.

By placing an order for a product advertised as covered by this Return Policy, You acknowledge that You have read and understood its material conditions.

This Return Policy should be read together with Our:

  • Cancellation & Refund Policy;

  • Shipping Policy;

  • Payment Policy;

  • Terms of Service;

  • Privacy Policy; and

  • Product-specific instructions.

If this Return Policy conflicts with the general Cancellation & Refund Policy concerning an eligible satisfaction-based return claim, this Return Policy will control.

This Return Policy is additional to, and does not replace, any remedy that cannot lawfully be limited.

2. 90-Day Return Period

2.1 Start of the Return Period

The 90-day return period begins on the date the shipping carrier records delivery at the shipping address supplied for the order.

The delivery date shown in the carrier’s tracking system will ordinarily be used to calculate the return period.

If the carrier record is materially inaccurate, You may provide reasonable evidence of the actual delivery date for Frilume’s review.

The return period is not calculated from:

  • The order date;

  • The payment date;

  • The shipment date;

  • The date tracking information was created; or

  • The date on which You first opened or used the product.

2.2 Mandatory Sixty-Day Trial

To qualify for a satisfaction-based refund under this Return Policy, You must use the eligible product as directed for at least sixty consecutive calendar days beginning on the confirmed delivery date.

The minimum trial period exists to allow a reasonable opportunity to evaluate the product through sustained and consistent use.

A satisfaction-based return claim submitted before Day 60 is premature and will not qualify under this Return Policy.

The minimum trial requirement does not apply where the product:

  • Arrived materially damaged;

  • Arrived materially defective;

  • Was materially different from the product ordered;

  • Is subject to a safety notice or recall;

  • Cannot safely be used; or

  • Is covered by a legal remedy that does not require a trial period.

Such issues must be reported under Section 10 and the Cancellation & Refund Policy.

2.3 Claim Window

An eligible satisfaction-based return claim must be submitted:

  • No earlier than Day 60; and

  • No later than Day 90,

with the confirmed delivery date treated as Day 1.

Claims submitted after Day 90 will not qualify under this Return Policy unless:

  • Applicable law requires otherwise;

  • Frilume expressly grants a written extension; or

  • Frilume’s conduct directly prevented submission during the applicable period.

Merely contacting a payment provider, carrier, advertising platform, social-media account, or review website does not initiate a return claim.

3. Eligibility Requirements

3.1 Eligible Customers

This Return Policy is available only where all of the following requirements are satisfied:

  • The purchase was made directly through frilume.com;

  • You are the original purchaser;

  • You are the intended end user of the product;

  • The product is expressly covered by the 90-Day Return Policy;

  • The mandatory sixty-day trial has been completed;

  • The claim is submitted within the permitted claim window;

  • You provide the required information and evidence;

  • You cooperate reasonably with the claim review;

  • You obtain a valid Return Merchandise Authorization where a return is required;

  • You comply with the return instructions; and

  • Neither You nor Your household has previously received a satisfaction-based refund under this Return Policy.

This Return Policy is personal to the original purchaser and cannot be transferred, assigned, resold, or gifted to another person.

3.2 Eligible Purchases

This Return Policy applies only to products expressly advertised as covered by the 90-Day Return Policy at the time of purchase.

The following do not independently qualify for a refund:

  • Free promotional products;

  • Complimentary samples;

  • Bonus gifts;

  • Gift cards;

  • Shipping charges;

  • Expedited or optional shipping services;

  • Priority-processing fees;

  • Package-protection or optional service fees;

  • Products purchased through an unauthorized reseller;

  • Products purchased through a third-party marketplace;

  • Products acquired second-hand;

  • Products transferred from the original purchaser; and

  • Products marked final sale or excluded from this Return Policy before purchase.

3.3 Bundles and Multi-Unit Orders

Where an eligible product was purchased as part of a bundle or kit, this Return Policy applies to the amount actually paid for the eligible bundle or kit.

Individual components of a bundle cannot be assigned an artificial standalone value for purposes of calculating a partial refund unless an individual price was displayed at checkout.

Frilume may require all remaining units, components, accessories, and promotional items associated with the eligible bundle to be returned.

For multi-unit orders, Frilume may require reasonable evidence that the product was genuinely used for the required trial period.

Purchasing multiple units does not create multiple claims under this Return Policy.

4. How to Submit a Return Claim

4.1 Contact Frilume

To initiate a claim under this Return Policy, contact Frilume during the applicable claim window:

Email: info@frilume.com
Telephone: +44 7537 132859

Email is the recommended submission method because it creates a written record of the request.

Claims submitted solely through the following channels will not be treated as properly initiated:

  • Social-media comments;

  • Social-media direct messages;

  • Advertising-platform comments;

  • Trustpilot or another review platform;

  • A shipping carrier;

  • An unauthorized reseller; or

  • A third-party marketplace.

4.2 Required Information

Your initial return claim must include:

  • Your full name;

  • The email address associated with the order;

  • Your order number or other valid proof of purchase;

  • The product concerned;

  • The confirmed delivery date;

  • A clear statement that You are making a claim under the 90-Day Return Policy;

  • A description of how frequently and for how long the product was used;

  • Confirmation that the product was used according to its instructions;

  • A concise explanation of why You are not satisfied; and

  • Any photographs or other reasonable evidence requested under Section 4.3.

Do not send unnecessary medical records, diagnoses, prescriptions, complete financial information, or government identification documents unless Frilume specifically explains why limited verification is legally necessary.

4.3 Reasonable Evidence of Use

Frilume may request reasonable evidence showing that the mandatory trial was genuinely completed.

Evidence may include:

  • Photographs of the product;

  • Photographs showing ordinary signs of use;

  • The remaining product or components;

  • Product labels;

  • Serial, lot, or batch information;

  • A written description of the usage schedule;

  • Confirmation of compliance with the instructions; or

  • Other proportionate documentation reasonably related to the claim.

Frilume will not require evidence that is irrelevant, excessive, or unreasonable in relation to the value and nature of the product.

Failure to provide reasonably requested evidence after being given an appropriate opportunity to do so may result in denial.

4.4 Claim Acknowledgment

Submission of a return claim does not itself establish eligibility.

Frilume will ordinarily acknowledge receipt and may request missing information.

The claim will be considered complete when Frilume has received the information reasonably required to determine eligibility.

5. Claim Review

5.1 Eligibility Review

Frilume may review:

  • The order record;

  • Delivery tracking;

  • Product eligibility;

  • Previous claims;

  • Trial-period completion;

  • Evidence of use;

  • Customer communications;

  • Return, refund, and chargeback history;

  • Product instructions;

  • Promotional terms; and

  • Evidence of fraud or abuse.

Frilume may contact You to clarify information or resolve an apparent inconsistency.

5.2 Product Guidance

Frilume may offer reasonable product guidance or troubleshooting during the review process.

Participation in brief, relevant troubleshooting may be required where necessary to determine whether:

  • The product was assembled correctly;

  • The correct size or configuration was selected;

  • The product was used according to its instructions;

  • A component is missing;

  • The issue can be resolved safely and promptly; or

  • The claim concerns dissatisfaction rather than a defect.

Troubleshooting will not be used merely to delay an otherwise valid claim.

You are not required to accept a replacement, alternative product, store credit, or extended trial instead of an otherwise eligible refund.

5.3 Determination

Frilume will approve a claim where the material conditions of this Return Policy are satisfied.

Frilume may deny a claim only for a reason permitted by this Return Policy or applicable law.

If a claim is denied, Frilume will provide a concise explanation of the basis for the determination.

6. Return Process

6.1 Return Merchandise Authorization

Frilume may require the eligible product to be returned before issuing a refund.

You must not return a product until Frilume has issued:

  • A Return Merchandise Authorization number;

  • Return instructions; and

  • The authorized return address.

An RMA applies only to the products identified in the authorization.

6.2 Authorized Return Address

Frilume does not maintain a public product-return address.

Approved returns must be shipped only to the address provided with the RMA.

The following address is Frilume’s registered business address and is not a product-return address:

SBMF LTD
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

Products sent to the registered office, a supplier, a carrier address, or another unauthorized location will not be treated as properly returned.

Frilume is not responsible for unauthorized returns.

6.3 Return Deadline

Where a return is required, You must dispatch the return within fourteen calendar days after the RMA is issued.

Frilume may extend this deadline where:

  • A carrier disruption prevents timely shipment;

  • Frilume supplied incomplete or incorrect return instructions;

  • A disability or other protected circumstance reasonably requires accommodation; or

  • Applicable law requires an extension.

Failure to dispatch the return within the applicable period may result in closure of the claim.

6.4 Return Contents

You must return:

  • The remaining product;

  • Reusable components;

  • Accessories;

  • Manuals or instructions reasonably available;

  • Promotional products where expressly required in the authorization; and

  • Any other item specifically identified in the RMA instructions.

Normal signs of use consistent with the sixty-day trial will not disqualify the return.

Original retail packaging is not required unless:

  • It remains reasonably available;

  • The product cannot be returned safely without it; or

  • That requirement was clearly disclosed before purchase and is reasonable for the product.

6.5 Return Shipping

Except for a verified damaged, defective, incorrect, or unsafe product caused by Frilume or its fulfillment provider, You are responsible for:

  • Return postage;

  • Carrier charges;

  • Packaging;

  • Tracking;

  • Insurance; and

  • Other return-shipping expenses.

You must use a tracked shipping method.

Frilume strongly recommends purchasing appropriate insurance where the product value justifies it.

Frilume is not responsible for a return that is lost, stolen, damaged, misdirected, or not delivered during return transit, except where Frilume selected and controlled the return carrier.

7. Refund Amount and Processing

7.1 Eligible Product Price

Once an eligible claim has been approved and all required return conditions have been completed, Frilume will refund:

  • The full product purchase price actually paid for the eligible product or eligible bundle; and

  • Applicable sales tax attributable to the refunded product.

The refund is based on the amount actually paid after discounts and promotions, not the product’s undiscounted list price or suggested retail price.

7.2 No Restocking Fee

Frilume will not deduct a restocking, inspection, administrative, or processing fee from an approved refund under this 90-Day Return Policy.

7.3 Amounts Not Included

Unless required by applicable law or caused by a verified Frilume error, the refund does not include:

  • Original standard shipping charges;

  • Expedited-shipping charges;

  • Optional delivery or package-protection services;

  • Priority-processing fees;

  • Return-shipping expenses;

  • Gift-card value;

  • Free promotional items with no amount paid; or

  • Other optional services separately selected during checkout.

A free-shipping order will not have an undisclosed outbound shipping cost deducted from the eligible product refund.

7.4 Refund Method

Approved refunds will be issued to the original payment method.

Frilume will not ordinarily issue a refund to:

  • A different card;

  • A different bank account;

  • A different digital wallet;

  • Another person; or

  • An unrelated payment method.

If the original payment method cannot receive the refund, Frilume may request additional information and provide another lawful method.

7.5 Processing Timeline

Frilume will ordinarily submit an approved refund within seven to twelve business days after:

  • Any required return has been delivered and inspected; and

  • All claim requirements have been completed.

The customer’s bank, card issuer, or payment provider determines when the refund appears in the customer’s account after submission.

Frilume is not responsible for delays caused solely by the financial institution after the refund has been properly transmitted.

8. One Refund Per Customer and Household

8.1 Claim Limit

This Return Policy is limited to one approved satisfaction-based refund per customer and household.

For purposes of administering this limit, Frilume may consider materially matching:

  • Customer names;

  • Customer accounts;

  • Email addresses;

  • Telephone numbers;

  • Billing addresses;

  • Shipping addresses;

  • Payment methods;

  • Devices;

  • Order patterns; and

  • Other reliable information indicating the same customer or household.

This limitation applies to the promotional 90-Day Return Policy and not to mandatory legal remedies.

8.2 Future Purchases

After a customer or household receives a refund under this Return Policy, future purchases by that customer or household will not qualify for another satisfaction-based refund unless Frilume expressly agrees otherwise in writing.

Future purchases remain subject to:

  • The ordinary Cancellation & Refund Policy;

  • Remedies for damaged, defective, or incorrect products;

  • Product warranties expressly provided with the product; and

  • Non-waivable rights under applicable law.

8.3 Household Determinations

Frilume will use reasonable judgment when determining whether claims originate from the same household.

A shared address or payment method may be considered but will not automatically be treated as conclusive where a customer provides credible evidence that the purchasers are independent.

A customer may request reconsideration of a household determination by providing relevant information to info@frilume.com.

9. Grounds for Denial

A claim may be denied where:

  • The product was not purchased directly through frilume.com;

  • The product was not covered by the 90-Day Return Policy when purchased;

  • The claimant is not the original purchaser;

  • The claimant is not the product’s intended end user;

  • The claim was submitted before Day 60;

  • The claim was submitted after Day 90;

  • The sixty-day trial was not completed;

  • The product was not used as directed;

  • Valid proof of purchase was not provided;

  • Reasonable evidence of use was not provided;

  • Requested information was materially false, altered, or misleading;

  • A required return was not authorized;

  • The product was sent to an unauthorized address;

  • The required return was not dispatched within the applicable deadline;

  • The return did not arrive and no valid delivery evidence exists;

  • The returned item is materially different from the product purchased;

  • Required reusable components were deliberately withheld;

  • The product was resold, transferred, or commercially exploited;

  • A satisfaction-based refund was previously issued to the same customer or household;

  • The customer has already received reimbursement for the same amount through a chargeback, insurance payment, carrier claim, refund, or another source;

  • The claim involves intentional damage, misuse, unauthorized modification, or abuse;

  • The customer seeks a refund while intentionally retaining a product that Frilume required to be returned; or

  • Reliable evidence establishes fraud or material abuse.

A claim will not be denied solely because:

  • The customer submitted a truthful negative review;

  • The customer made a good-faith complaint;

  • The customer contacted a regulator;

  • The customer exercised a lawful payment-dispute right;

  • The product shows normal use consistent with the trial; or

  • The customer declined an optional replacement or store credit.

10. Damaged, Defective, Incorrect, or Unsafe Products

This 90-Day Return Policy is separate from claims involving products that:

  • Arrive damaged;

  • Are materially defective;

  • Are materially different from the order;

  • Are missing essential components;

  • Are subject to a safety notice;

  • Are counterfeit or inauthentic; or

  • Cannot safely be used.

You should report a visible delivery or fulfillment issue within seventy-two hours after delivery where reasonably possible.

Failure to report within seventy-two hours will not eliminate a remedy that cannot lawfully be waived.

Frilume may request:

  • Photographs;

  • Video;

  • Packaging images;

  • Product labels;

  • Serial or batch information; and

  • A description of the issue.

The mandatory sixty-day trial does not apply to an unsafe, damaged, defective, or incorrect product.

Verified claims will be handled under the Cancellation & Refund Policy and applicable law.

11. Chargebacks and Payment Disputes

Customers are encouraged to contact Frilume before initiating a chargeback or payment dispute so that Frilume has an opportunity to investigate.

Except where a shorter deadline must be observed to preserve a legal, bank, card-network, or payment-provider right, customers should allow Frilume at least ten business days to respond.

If a payment dispute is filed, Frilume may:

  • Provide order and transaction records;

  • Provide tracking and delivery information;

  • Provide claim communications;

  • Suspend a duplicative refund while the dispute is pending;

  • Contest an inaccurate dispute;

  • Restrict future purchases where fraud or abuse is established; and

  • Pursue other lawful remedies.

A customer may not receive both:

  • A refund from Frilume; and

  • A chargeback, payment reversal, insurance payment, carrier reimbursement, or other duplicate recovery

for the same amount.

Filing a good-faith payment dispute does not automatically constitute fraud or eliminate a non-waivable right.

12. Abuse of the Return Policy

Frilume may investigate patterns reasonably indicating abuse, including:

  • Multiple accounts created to evade the one-refund limitation;

  • False claims of product use;

  • Altered photographs or documents;

  • Returning a different or substituted product;

  • Serial claims through related identities;

  • Repeated delivered-but-not-received claims;

  • Attempts to obtain both a refund and replacement;

  • Attempts to retain a product after a return was required;

  • Duplicate reimbursement attempts;

  • Deliberate product damage;

  • Use of stolen payment information; or

  • Coordinated fraudulent activity.

Where abuse or fraud is supported by reliable evidence, Frilume may:

  • Deny the claim;

  • Suspend or restrict the customer account;

  • Refuse future orders;

  • Preserve relevant evidence;

  • Contest a payment dispute;

  • Report suspected fraud to payment providers, carriers, insurers, fraud-prevention services, or law-enforcement authorities; and

  • Pursue lawful recovery of products, payments, fees, and losses.

Frilume will not treat the legitimate exercise of a consumer right as abuse.

13. Product Results and No Medical Guarantee

This 90-Day Return Policy does not constitute a promise that every customer will achieve a particular result.

Individual experiences may vary according to factors including:

  • Product suitability;

  • Correct use;

  • Fit or configuration;

  • Frequency and duration of use;

  • Physical condition;

  • Lifestyle;

  • Existing conditions; and

  • Individual response.

Unless expressly and lawfully stated otherwise, Frilume products and Website content are not intended to diagnose, treat, cure, or prevent disease and are not a substitute for individualized medical advice.

Offering a 90-Day Return Policy does not establish that a product will produce any particular health, comfort, mobility, or wellness result.

14. Limitation of Liability

To the fullest extent permitted by applicable law, Frilume’s total liability arising solely under this Return Policy will not exceed the amount paid for the eligible product or order giving rise to the claim.

Frilume will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages arising solely from the administration of this Return Policy.

Nothing in this section excludes or limits liability for:

  • Fraud or fraudulent misrepresentation;

  • Willful misconduct;

  • Death or personal injury caused by negligence where liability cannot be excluded;

  • A defective product where liability cannot be excluded;

  • A mandatory consumer remedy; or

  • Any other liability that applicable law prohibits Frilume from excluding or limiting.

15. Modification or Discontinuation

Frilume may modify, suspend, or discontinue this 90-Day Return Policy for future purchases.

A change becomes effective when the revised Return Policy is posted on frilume.com or on another stated effective date.

The version displayed when an eligible order was placed will generally govern that order.

Frilume will not retroactively remove an earned return right from an order already placed, except where a change is required by law or is more favorable to the customer.

16. Governing Law and Jurisdiction

This Return Policy and any non-contractual dispute arising from it will be governed by the laws of England and Wales, without regard to conflict-of-law principles.

Subject to mandatory consumer rights and jurisdiction rules, the courts of England and Wales will have jurisdiction over disputes concerning this Return Policy.

Nothing in this section:

  • Removes a mandatory protection available under applicable consumer law;

  • Prevents a consumer from bringing a claim in another jurisdiction where mandatory law permits or requires it;

  • Prevents a complaint to a regulator; or

  • Requires mandatory arbitration.

17. Contact Information

To initiate a return claim or ask a question, contact:

Brand
Frilume

Legal Entity
SBMF LTD, trading as Frilume

Company Number
16269068

Email
info@frilume.com

Telephone
+44 7537 132859

Registered Office
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

Eligible Claim Window
Day 60 through Day 90 after carrier-confirmed delivery

Returns

Do not return products to the registered office.

Approved returns must be sent only to the address supplied with a valid Return Merchandise Authorization.

By purchasing a product expressly covered by Frilume’s 90-Day Return Policy, You acknowledge that You have read and understood its material conditions.