Return and Cancellation Policy
At FREKKO, we want your setup to be perfect. If your new espresso machine, coffee grinder, or tool isn't quite what you expected, no problem.
You have the right to register your order for return up to 14 days after receipt, without stating a reason. We have established rules for this, please read them carefully.
Our cancellation policy
Have you changed your mind and want to cancel your order? Then be quick!
Not yet shipped? As long as we haven't created a shipping label for your package, we can cancel your order immediately at no cost. You will receive the full purchase amount back as soon as possible.
Shipping label already created? If the shipping label has already been printed or the package has already been handed over to the courier, the process can no longer be stopped free of charge. The incurred transport and return costs (ranging from € 10 to € 65, depending on the order) will then be deducted from your refund.
How do I cancel my order? Please contact us, either via the form on this page, email, or WhatsApp.
Our Return Policy
In original condition: We prefer to receive products unused, undamaged, and in their original product packaging. Please note regarding coffee: Due to freshness and hygiene, opened coffee packaging cannot be returned. Returns are only permitted if the coffee packaging is still completely sealed and unopened.
Testing the product? (Depreciation): You may examine and assess a product as you would in a physical store. Will you actually use the product? (Consider: running water through an espresso machine, grinding coffee beans in a coffee grinder, or intensively using accessories). In that case, the product can no longer be sold as new. In such instances, we will deduct the depreciation from your refund (which can be up to 85% of the purchase price).
Return costs: The costs for the return shipment are at your own expense. These costs depend on the courier and the size/weight of the package.
Need more information?: Read the frequently asked questions below or contact us via the form on this page.
Frequently asked questions, look here
Frequently asked questions, look here
What exactly does 'depreciation' mean?
You may unbox and inspect a product at home. However, as soon as there are actual signs of use (such as coffee stains, scratches, or water in the system), the product becomes unsellable as new for us. We would then have to resell the product at a discount as 'second-hand' or 'refurbished,' or we might not be able to offer it at all. We deduct this difference in value from the refund amount. If you are in doubt, please contact us beforehand.
Why are return costs for my own account?
We ask for a contribution to the return costs to keep our standard product prices as low and fair as possible for everyone, instead of passing on high logistical costs to our selling prices. Additionally, this encourages more conscious shopping, which leads to less transport and lower CO₂ emissions.
Once I have registered the return, how quickly do I need to send it?
After registering your return, you legally have 14 days to hand over the package to the courier. As soon as the package has been handed over to the courier (keep your proof of shipment safe!), we look forward to receiving it soon.
How should I pack the return shipment?
Always in the original, undamaged product packaging, with a sturdy shipping box around it. Because many of our products are valuable or fragile, good packaging is crucial. If the product is damaged during transit due to poor packaging, the sender is responsible. Therefore, always take a photo of your package beforehand.
Do I need to include a packing slip or return form in the box?
No, you don't have to! As soon as you register the return via our button, we can immediately see that the shipment comes from you based on the order number and tracking code. This is easy and paperless.
How long does it take before I get my money back?
As soon as we have received and checked the return, we immediately instruct our payment partner to refund the (possibly revised) purchase amount. We aim to arrange this within 48 hours of processing. Depending on your payment method, it may then take another 1 to 3 business days for it to appear in your account.
Returning a product
1. Register your return: Have you read and agreed to the return policy? Click the button below to register your return.
2. Pack it carefully: Pack the product (preferably in the original FREKKO shipping box). Tip: For safety, always take a photo of the product and packaging before closing the box. Unfortunately, we are not responsible for transit damage.
3. Ship the package: Drop off your package at a service point (or schedule a pickup service) within 14 days of your registration.