Refund policy
Return Process - UAE & Saudi Arabia
Email your return request to info@thefroogroup.com and include the following:
- Your order number
- The item you'd like to return
- Preferred date and time for collection
- Mobile number
The pick up will be confirmed via email. Once received in our warehouse, the team will QC the item, once QC is approved, you'll receive your refund. Please note your initial shipping fee is non-refundable if you decide to return your parcel.
Return Process - Rest of GCC
As we do not offer reverse collection, customers are responsible for arranging their own return shipment.
- Contact us at info@thefroogroup.com with your order number and reason for return
- Once approved, securely package your item
- Arrange a return using a trusted courier such as DHL or Aramex
- Send your return to the address provided by our team
We strongly recommend using a tracked service, as we are not responsible for lost returns. Once received in our warehouse, the team will QC the item, once QC is approved, you'll receive your refund. Please note your initial shipping fee is non-refundable if you decide to return your parcel.
Eligibility for Returns
Items must be returned within 14 days of delivery. Items must be unworn, unwashed, and with original tags attached.
Non-Returnable Items
Items in sale or final sale, gift cards, or items such as underwear or socks can not be returned after purchase.
Refunds
Refunds are issued to the original payment method. Please allow 5–10 business days for the refund to reflect.
Exchanges
We do not offer exchanges. If you want to swap your item for a different size or style you will need to follow the return process, once received and approved you will then need to place a new order.
Damaged or Incorrect Items
If you have received a wrong or damaged item please email info@thefroogroup.com highlighting the issue with a picture attached.
Any items that have been returned to the warehouse and are deemed damaged/worn/dirty will not be eligible for refund. We reserve the right to return your item(s) back to you if they do not adhere to the above at a charge of 20AED.