Marmalade Living Ltd (13250043) trading as Fred Mill, is a UK based company whose mission is to create innovative mobility products that offer comfort, dignity and choice to our customers.

At Fred Mill, we value good customer service. As such, our team is on hand to support with any refund request or queries.

Our Refund Policy applies to all purchases made online at http://www.fredmill.com. For purchases that took place with third parties e.g. high street stores, mobility centres, department stores, etc. you’ll need to contact them directly as they’ll be responsible for evaluating and processing your refund request.

Our Refund Policy does not exclude or replace your rights given under the UK Consumer Law – it serves to complement these regulations.

Please email customerservice@fredmill.com to request your refund with your order number and a brief explanation of why the item is being returned. Once we have these details, we’ll follow the below steps. Please note, Fred Mill only accepts returns that are requested within 30 days of the original delivery date. The returns process is as follows:

  • We will issue you with a Sales Return Number.
  • Our delivery partner will email you with a returns label to print out.
  • Please wrap your item back in its original packaging.
  • Stick the returns label on top of your package and wait for our delivery partner to come and collect it.

 

Refunds will be processed no more than 14 days after your item has been received by our warehouse. Please bear in mind that to claim for a full refund the item must be:

  • In a saleable condition
  • Unused
  • With its original packaging
  • Requested within 14 days of the original delivery date

 

If you believe that the item was delivered faulty or damaged, you may have rights to remedy under UK Consumer Law. Fred Mill will require Proof of Purchase and a photo must be provided to the Fred Mill customer service team supporting the claim.

Refunds will be given using your original payment method.

If the order was returned due to an incorrect address or the package was unclaimed, Fred Mill has the right to charge for the product to be re-shipped. Refunds will be provided for the total cost of the item minus the original delivery charges.