Refund policy

Frontella accepts returns of unused items in original packaging within 30 calendar days from the delivery date. Returns sent after this window cannot be refunded, except where a quality defect is involved; in such cases, contact us at info@frontella.my to explain the situation.

Before returning any item, email info@frontella.my with: the order number or a screenshot of your purchase confirmation, the date you received the item, clear photos showing the condition of the product, and the reason for the return. We will reply within 1 business day with a return authorization and the exact return address. Items sent back without prior contact may be refused or delayed.

 

Please use a trackable shipping method and keep the tracking number. We are not responsible for returns lost in transit. Return shipping is free for the customer — Frontella does not charge return postage or a restocking fee. If the return is due to a quality defect, no return shipping cost applies to you under any circumstance.

Items must be unused, with original packaging, accessories and any enclosed materials. Light opening for inspection or fit is acceptable and does not constitute “used,” but items showing wear, washing, damage or missing parts may be refused. If a returned item does not meet these conditions, we reserve the right to refuse the refund or return the item to you at your cost.

Once the return arrives at our address and passes inspection, we initiate the refund within 1–2 business days. Refunds are always issued to the original payment method (Visa, MasterCard or PayPal). After we initiate the refund, it typically takes an additional 5–8 business days for the funds to appear in your account; the exact timing depends on your card issuer or PayPal. We will send a confirmation email to the address used at checkout once the refund has been initiated.

Frontella does not currently offer exchanges. If you received a defective or incorrect item, contact us within 7 calendar days of delivery with photos, and we will arrange a refund or replacement, subject to stock availability.