At Frank&Co., we prioritise customer safety, hygiene, and product integrity above all else.

1. General Return & Exchange Policy

Due to the personal care and cosmetic nature of our skincare formulations, we do not accept returns, offer refunds for change-of-mind, or process product exchanges once an order has been dispatched.

This strict policy is enforced to maintain uncompromising health and safety standards, ensuring that products leaving our facility are never cross-contaminated, unsealed, or compromised.

2. Quality Concerns & Product Investigation

We take formulation quality and packaging integrity very seriously. If you believe you have received a product that is defective, flawed, or failing to meet quality expectations, we are happy to investigate the issue.

To initiate a quality review:

• Contact our customer care team at infofrankandco@gmail.com within 7 days of receiving your package.

• Include your Order Number and full delivery name.

• Provide a detailed description of the quality issue.

• Attach clear photos or videos showing the specific issue along with the batch code (located on the bottle or secondary packaging).

3. Assessment & Resolution

Upon receiving your report, our team will review the details alongside our internal production and quality control records. Please allow 3–5 business days for our team to complete the investigation.

If our investigation verifies a manufacturing fault or quality discrepancy, Frank&Co. will, at its sole discretion:

• Issue a complimentary replacement product sent to your original delivery address, OR

• Issue a full refund or store credit for the affected item.

Please note: Frank&Co. reserves the right to request that the unit in question be sent back to our Cape Town facility for quality assurance testing prior to issuing a resolution. Prepaid return shipping details will be provided in such cases.

4. Shipping Damages

If your order arrives damaged or broken as a result of courier transport, please notify us within 48 hours of delivery at infofrankandco@gmail.com with clear photos of the damaged shipping container and damaged items. We will coordinate a swift replacement with our logistics partners.