Refund policy
FRESHELIO RETURNS & REFUNDS POLICY
Last updated: March 2026
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OUR PROMISE
We stand behind every Food Warden™
we sell. If you are not completely
satisfied with your purchase for
any reason, we make it easy to
get your money back.
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30-DAY MONEY BACK GUARANTEE
You have 30 days from the date of
delivery to request a return or refund.
To be eligible:
- Your item must be within 30 days
of the delivery date
- The item must be unused or
only briefly trialled
- You must have proof of purchase
(your order confirmation email)
We do not require you to return
the item in its original packaging.
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HOW TO REQUEST A REFUND
1. Email hello@freshelio.com with:
- Subject: "Refund Request —
Order #[your order number]"
- Your reason for returning
(brief — we just want to
understand how to improve)
2. We will respond within 1–2
business days with instructions
3. Your refund will be processed
within 5–10 business days
of approval
That's it. No hoops. No hassle.
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REFUND METHODS
Refunds are issued to your original
payment method:
- Credit/debit card: 5–10 business days
- PayPal: 3–5 business days
- Shop Pay: 3–5 business days
- Apple Pay / Google Pay: 5–10
business days
Please note that processing times
vary by bank and payment provider.
If you have not received your refund
after 10 business days, contact your
bank before reaching out to us.
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DO I NEED TO RETURN THE ITEM?
In most cases — no. Due to the nature
of our product and international
shipping costs, we typically do not
require you to ship the item back.
In some cases we may ask for a photo
or brief description of the issue to
help us improve. This is quick and
easy and does not delay your refund.
If we do require a physical return
we will provide a prepaid return
label at no cost to you.
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FAULTY OR DEFECTIVE ITEMS
If your Food Warden™ arrives faulty
or stops working within the expected
lifespan, contact us immediately at
hello@freshelio.com.
We will offer:
- A full replacement at no charge, or
- A full refund — your choice
Please include your order number and
a brief description of the issue.
Photos are helpful but not required.
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WRONG ITEM RECEIVED
If you received the wrong item,
contact us within 7 days of delivery
at hello@freshelio.com with your
order number and a photo of what
you received.
We will send the correct item
immediately at no charge and arrange
return of the incorrect item
if necessary.
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ORDER CANCELLATIONS
You may cancel your order for a full
refund if it has not yet been
dispatched.
Contact us immediately at
hello@freshelio.com with your
order number and subject line
"Cancel Order — #[order number]".
Once an order has been dispatched
it cannot be cancelled but you may
still request a return under our
30-day policy once it arrives.
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EXCHANGES
We currently do not offer direct
exchanges. If you would like a
different pack size, please request
a refund and place a new order.
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WHAT IS NOT COVERED
The following are not eligible
for a refund:
- Items returned after 30 days
of delivery without prior
approval
- Items damaged due to misuse
or improper handling
- Orders where an incorrect
address was provided and
the package was delivered
to that address
- Change of mind after 30 days
If you are unsure whether your
situation is covered, contact us
— we are reasonable people and
will always try to find a fair
solution.
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LATE OR MISSING REFUNDS
If you have not received your
refund after 10 business days:
1. Check your bank account again
2. Contact your credit card company
— it may take time to post
3. Contact your bank directly
4. If you have done all of the above
and still have not received your
refund, email us at
hello@freshelio.com
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CONTACT US
For all returns and refund enquiries:
Email: hello@freshelio.com
Response time: Within 24 hours
on business days
We are a small team and we genuinely
care about every customer.
If something has gone wrong we want
to fix it — just reach out.