Returns and Refunds

1. Returns Policy

All items are quality controlled and checked for any faults before they are dispatched to customers.

Should you receive an item that is not in perfect condition please contact us immediately.

We have made every effort to display as accurately as possible the colors of our products that appear at FRANKBROS®. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.

Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

Items should be returned in their original packaging to ensure they are adequately protected in transit. Boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

2. How to process a return

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection Distance Selling Regulations 2000 (DSRs). Alternatively, you may prefer to return items using our free returns collection service.

Return instructions

We kindly remind you that if for any reason you are not satisfied with the products purchased on our website, you may request a free return within 14 days from delivery of the items, following these simple steps:

1. Access the “Return Authorization” section on the website by clicking here, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order. Complete the online form with the information requested, including: the details of each item, the quantity of items that you would like to return and the reason for the return.
2. Attach the adhesive label received in the original package, which includes our return shipping address, to the outside of box. If the a shipping label is needed, please contact our Customer Service Team.
3. Inside of the parcel you also received a Return Proforma Invoice, please fill in, sign a copy and put it inside of the box. If you need a copy of the Return Proforma Invoice, you can download it here. If you are returning your package from outside the European Union, you will need to complete 4 copies. These documents are necessary for Customs clearance and have to be handed to the courier. Call the courier to schedule the collection of the parcel.

Returning items using our free collection service

As an alternative to using your rights under the DSRs, you may prefer to return items using our free returns collection service. Making a return is easy using our free collection service.

If for whatever reason you are unsatisfied with your purchase, make sure you request your Return Authorization Number (RAN) number within 14 days of receiving your order and return the items within 14 days of receiving your RAN number.

To request your RAN:

1. sign into your account and in the ‘Orders’ section .
2. identify the ‘Orders’ containing the item(s) you would like to return
3. click on the ‘Return Product’ button.
4. If you have placed an order but have not yet registered click here to request your RAN.
5. On the Return Authorization Request section, fill in all the requested details and select the item(s) you would like to return and
6. choose the reason why you want to send your item(s) back. If an item is faulty, please provide details why.
7. Check the box to agree with our Return Policy.
8. click on the 'Send Return Authorization Request' button
9. You will then receive an email containing your RAN number which is valid for the next 14 days within which you can send your unwanted item(s) back to us.

To request your RAN, sign into your account and in the 'Orders' section, identify the order containing the item (s) you would like to return and click on the 'Return Product' button.If you have placed an order but have not yet registered, click here to request your RAN

On the Return Authorization Request section, fill in all the requested details and select the item(s) you would like to return and choose the reason why you want to send your item(s) back. If an item is faulty, please provide details why. Then click on the 'Send Return Authorization Request' button.

Refunds can only be done on your credit card or on your bank account. To request a refund in the case you chose Cash on Delivery, it is necessary to have a bank account: refunds with this payment method can only be issued through Wire Transfer to a Bank Account.

Check the box to agree with our Return Policy. You will then receive an email containing your RAN number which is valid for the next 14 days within which you can send your unwanted item(s) back to us.

To process your return you will have to contact the courier directly and schedule your package pick-up.

Attach the preprinted Return sticker (sent to you with the order) on the package you are sending back. If you do not find the pre-printed label inside your parcel, please contact our Customer Service Team. Find below our warehouse details:

• FRANKBROS® C/O The Level Srl
• C/o GEODIS
• Via Dogana Po 2/A (Blocco i2)
• 29015 Castel San Giovanni (PC)
• Italy

You will be notified by email once your return has been received and processed.

If you wish to follow the progress of your return, simply Login anytime, visit the Orders section in your 'My Account' and type in the aforementioned Return Authorization Number.

Customers from outside the EU should fill in 5 copies of the Returns Proforma invoice with item descriptions and unit values. These forms are necessary for Customs clearance and will have to be handed into the courier. You will find an empty copy inside your package or you can simply download an empty copy here.

Customers from Russia and USA should fill in 5 copies of the Returns Proforma invoice with item descriptions and unit values. These forms are necessary for Customs clearance and will have to be handed to your courier.

How to book a collection

Please click here for information on how to read your pre-paid label.

• UPS: You can contact UPS via telephone by calling the UPS center dedicated to your country at the following link. Alternatively you can make your return through the website or by going to one of our UPS points that can be found at this link.

• DHL: You can contact DHL via telephone by calling the DHL center dedicated to your country. Alternatively you can book the collection through the website.

• FEDEX: You can contact FEDEX via telephone by calling the FedEx Customer Care 199.151.119. Alternatively you can book the collection through the website.

• DHL Paket: Please take your package to your nearest DP shop.

• OTHER COURIERS: You may select the courier of your preference, however in this case, the return shipping costs will be at your expense and will not be reimbursed. Please keep in mind that choosing to use your own courier can slow down the return process and the resulting refund.

Cancelling your order under the Distance Selling Regulations

If you are based in the EU under the Consumer Protection Distance Selling Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 7 (seven) working days of receipt.

You must notify Customer Service in writing of your wish to cancel the contract for your entire order under the DSRs within 7 (seven) working days of receiving your items. Either email support@mail.frankbros.com or write to us at:

• The Level s.r.l.
• Piazza Arcole 4
• 20143, Milan
• Italy

On receipt of your notice of contract cancellation, Customer Service will email you a Return Authorization Number (RAN) number. Please complete this on the Returns Proforma Invoice that you received with your order, and include it with your return so we can process your refund promptly. In the case you have lost the Return Proforma Invoice, download it using the link you find on the Return Authorization email you received from our Customer Service or download it here.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us, and that you retain proof of sending, in case of a dispute.

Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the Distance Selling Regulations.

All items must be returned unused, in their original condition and from the country that the order was delivered to. We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note that you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 7 (seven) working days of receiving the order, as described above.

Additional returns information

Our return service is free when using the prepaid and printed courier label you will find in your package or using the conventional retreat service from the courier. If you were to decide to use another carrier, we will not refund the cost of the return shipment.

We cannot accommodate exchanges at this time.

Send your return from the same Country in which you’ve placed your order. We will not be able to accept returns from different Countries.

Returns which do not respect the conditions above or with missing or incomplete Customs documentation will be refused and returned to the Shipper.

Your return package will be accepted within 7 working days from the delivery date at our warehouse.

3. Receiving a refund

If you used our free return collection service, you will receive the reimbursement within 30 days from the date of reception of your parcel from our warehouse and after having verified that all conditions have been met.

Alternatively, you can get the refund credited to the original purchaser's credit card or on the bank account you provided (in case you selected C.O.D. payment) and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded for items returned using our free collection service.

If your order has been sent to a destination within the EU, all sales taxes (VAT) will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through FRANKBROS®. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.