Return & Refund Policy

Effective Date: 01.05.2025
Last Updated: 01.05.2025

At Freshug, we care deeply about your experience as a parent. If something’s not right with your order, we’re here to help. Please read our Return & Refund Policy carefully.

1. Returns Eligibility

We accept returns or replacements only in the following cases:

  • You received a damaged, defective, or incorrect product
  • The item is unused, in original packaging, with all tags and labels intact
  • You initiate the return request within 7 days of delivery

We do NOT accept returns for reasons such as change of mind, color preferences, or product dislike, especially for hygiene-based baby products like feeding pillows.

2. How to Initiate a Return

Please email us at support@thethirdchapter.co within 7 days of receiving your order. Include the following:

  • Order ID
  • Reason for return
  • Clear photos of the product (in case of damage/defect/wrong item)

Once approved, we will arrange a reverse pickup (wherever serviceable). If reverse pickup is not available, you may be asked to ship the item to our warehouse.

3. Refund or Replacement

Once we receive the returned item and verify its condition:

  • If approved, we’ll issue a full refund to your original payment method within 7–10 business days
  • Or, we’ll ship a replacement at no extra cost (based on your preference and stock availability)
  • If the return is rejected (e.g., signs of use, missing tags, damaged packaging), we will notify you and ship the item back to you at your cost.

4. Non-Returnable Items

We do not accept returns for:

  • Products used or washed
  • Products damaged due to misuse or negligence
  • Free gifts or promotional items
  • Customized or personalized items
  • Items marked as Final Sale or Non-returnable on the product page

5. Order Cancellations

  • Orders can be cancelled before shipment by emailing us at support@thethirdchapter.com
  • Once shipped, cancellation is not possible. Please refuse delivery if you no longer want the order. Return shipping charges may apply.

6. Damaged or Wrong Items Received

If you receive a damaged or incorrect product:

  • Notify us within 48 hours of delivery with an unboxing video/photos
  • We will verify and offer a free replacement or full refund

7. Shipping Costs

  • If the return is due to our error (wrong, damaged, or defective item), return shipping is free
  • If the return is rejected or initiated for other reasons (where applicable), shipping charges will be borne by the customer

8. Contact Us

For returns, refunds, or queries, reach out to:

Email: support@thethirdchapter.co
Website: https://www.freshug.com