Refund policy

Thank you for shopping at freemarketiq.shop.

We want our customers to have a clear and straightforward process for returns, refunds, damaged products, defective products, incorrect orders, missing items, exchanges, and other post-purchase concerns.

This Return and Refund Policy explains the conditions under which products purchased directly from freemarketiq.shop may be returned, refunded, exchanged, or replaced.

By placing an order through freemarketiq.shop, you acknowledge that you have read and understood this Return and Refund Policy.

1. Seller Information

The online store is operated under the following information:

Store and business name: freemarketiq.shop
Business type: Individually operated online seller based in Canada
Email: info@freemarketiq.shop
Telephone: +1 819 229 1877
Business address: 2601 Av du Mont-Royal E 206, Montreal, QC H1Y 0A8, Canada
Return address: 2601 Av du Mont-Royal E 206, Montreal, QC H1Y 0A8, Canada

2. Scope of This Policy

This Return and Refund Policy applies to eligible products purchased directly through the official freemarketiq.shop online store.

This policy covers:

• Customer-requested returns;

• Change-of-mind returns;

• Damaged products;

• Defective products;

• Incorrect products;

• Missing products;

• Incomplete orders;

• Refund processing;

• Refund timing;

• Return shipping;

• Exchanges;

• Replacement products; and

• Other eligible post-purchase issues.

Products purchased through third-party marketplaces, unauthorized retailers, resellers, social media sellers, or websites not operated by freemarketiq.shop are not covered by this policy.

3. Thirty-Day Return Period

Customers may request a return for eligible products within 30 days after delivery.

The 30-day return period begins on the date the applicable shipping carrier records the product as delivered.

If an order is delivered in multiple shipments, the return period for each product begins on the date that particular product is delivered.

Customers must submit a return request before the applicable 30-day return period expires.

Submitting a return request within 30 days does not automatically guarantee approval.

All returned products remain subject to the eligibility requirements described in this policy.

4. How to Request a Return

Before returning any product, customers must contact us at:

info@freemarketiq.shop

The return request should include:

• Order number;

• Customer's full name;

• Email address used for the order;

• Product being returned;

• Product quantity;

• Product model, size, color, or variation where applicable;

• Reason for the return;

• Description of the issue;

• Photographs if the product is damaged, defective, incorrect, incomplete, or materially different from what was ordered; and

• Any other information reasonably required to review the request.

We normally review return requests within 1–3 business days after receiving the required information.

If the return is approved, we will provide return instructions.

Customers should not return products without first contacting us.

Unauthorized returns may be delayed, rejected, or returned to the customer where permitted by applicable law.

5. Return Eligibility

To qualify for a standard return, products should generally be:

• Unused;

• Unworn where applicable;

• Unwashed where applicable;

• Uninstalled where applicable;

• Unaltered;

• Undamaged after delivery;

• Clean;

• Complete;

• Free from stains;

• Free from odors;

• Free from customer-caused damage;

• Returned with original parts;

• Returned with accessories;

• Returned with manuals where applicable;

• Returned with original tags or labels where applicable; and

• Returned in the original packaging where reasonably possible.

Products should generally be returned in substantially the same condition in which they were received.

Customers may reasonably inspect a product after delivery to determine its nature, characteristics, condition, compatibility, or suitability.

However, substantial use beyond what is reasonably necessary to inspect the product may affect return eligibility.

6. Change-of-Mind Returns

Eligible products may generally be returned within the 30-day return period when the customer changes their mind.

Examples may include:

• Product no longer needed;

• Customer selected the wrong product;

• Customer selected the wrong model;

• Customer selected the wrong size or color;

• Customer selected the wrong variation;

• Style or feature preference;

• Accidental purchase;

• Duplicate purchase; or

• Other personal-preference reasons.

For customer-preference returns, the customer is generally responsible for return shipping costs unless otherwise required by applicable law.

The product must still satisfy the applicable return eligibility requirements.

7. Damaged Products

Customers should inspect their order promptly after delivery.

If a product arrives damaged, please contact us at:

info@freemarketiq.shop

Please provide:

• Order number;

• Customer name;

• Description of the damage;

• Photographs of the product;

• Photographs of the outer shipping package;

• Photograph of the shipping label;

• Photographs of internal packaging where applicable; and

• Any other relevant evidence reasonably requested.

Customers should retain the damaged product and packaging until we provide further instructions.

Do not dispose of a damaged product before the claim has been reviewed.

If we confirm that the product was damaged during shipping or arrived damaged, we will provide an appropriate resolution.

Depending on the circumstances and product availability, this may include:

• Replacement;

• Exchange;

• Return authorization; or

• Refund.

8. Defective Products

If a product appears defective when received, contact us as soon as reasonably possible.

The return request should include a description of the defect and photographs or other evidence where appropriate.

We may request reasonable information to determine whether the issue is:

• A manufacturing defect;

• Shipping damage;

• Product incompatibility;

• Installation-related damage;

• Normal product characteristics;

• Normal wear;

• Customer-caused damage;

• Improper use; or

• Another issue.

If we confirm that the product was defective when received, we will provide an appropriate remedy consistent with this policy and applicable consumer law.

9. Incorrect Products

If you receive a product that is different from what you ordered, including the wrong:

• Product;

• Model;

• Size;

• Color;

• Variation;

• Quantity; or

• Other order characteristic,

contact us at info@freemarketiq.shop.

Please provide photographs of:

• Product received;

• Product packaging;

• Product label or barcode where applicable;

• Shipping label; and

• Packing slip where available.

If we confirm that the incorrect product resulted from our fulfillment error, we will provide an appropriate solution at no additional standard shipping cost to the customer.

10. Missing Products

If an order arrives with one or more products missing, please first confirm whether the order was divided into multiple shipments.

Different packages may:

• Have different tracking numbers;

• Use different carriers;

• Arrive on different days; and

• Follow different shipping routes.

If tracking indicates that all packages have been delivered but a product is still missing, contact us.

Please provide:

• Order number;

• Description of the missing product;

• Photographs of the package received;

• Photograph of the shipping label; and

• Photograph of all products received.

We will investigate the issue and provide an appropriate resolution if we confirm that a product was omitted during fulfillment.

11. Incorrect Quantity

If the quantity received does not match the quantity ordered, contact us as soon as reasonably possible.

Please include your order number and photographs showing the package contents.

If we confirm that the incorrect quantity resulted from our error, we will provide an appropriate resolution.

12. Return Authorization

Customers must receive return instructions before sending a product back.

Return authorization helps us:

• Identify the order;

• Identify the customer;

• Determine return eligibility;

• Provide the correct return address;

• Track the returned product;

• Avoid processing delays; and

• Match the package to the applicable return request.

Products sent without authorization may experience processing delays.

13. Return Address

Approved returns should be sent to:

freemarketiq.shop
2601 Av du Mont-Royal E 206
Montreal, QC H1Y 0A8
Canada

Customers must contact us at info@freemarketiq.shop before mailing a return.

The return package should clearly identify:

• Customer's full name;

• Order number;

• Product being returned; and

• Any return authorization information provided by us.

We recommend using a trackable return shipping service.

Customers should retain their shipping receipt and tracking information until the return has been fully resolved.

14. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

If we confirm that the product was:

• Damaged during delivery;

• Defective when received;

• Incorrectly shipped;

• The wrong model, size, color, or variation because of our fulfillment error;

• Missing required components due to our error; or

• Otherwise affected by our confirmed mistake,

we will provide appropriate return instructions and cover reasonable return shipping costs where applicable.

If the return is requested for a customer-preference reason, the customer is generally responsible for return shipping costs.

Customer-preference reasons may include:

• Change of mind;

• Customer selected the wrong product;

• Customer selected the wrong model;

• Customer selected the wrong size or variation;

• Product no longer needed;

• Style or feature preference; or

• Accidental purchase.

Free standard outbound shipping does not automatically include free return shipping.

15. No Restocking Fee

freemarketiq.shop does not charge a restocking fee for eligible returns.

Customers will not be charged a separate percentage or fixed restocking charge solely because an eligible product is returned.

However, the absence of a restocking fee does not mean that freemarketiq.shop is responsible for:

• Customer-paid return shipping;

• Customs duties;

• Import taxes;

• Brokerage charges;

• Address correction fees;

• Re-delivery costs;

• Re-shipping costs caused by incorrect customer information;

• Customer-caused damage;

• Missing accessories;

• Missing components; or

• Other costs that are not restocking fees.

16. Return Shipping Method

Customers who are responsible for arranging their own return shipping should use a trackable shipping service.

We recommend that customers:

• Obtain a tracking number;

• Keep the shipping receipt;

• Package the product securely;

• Use sufficient protective packaging;

• Clearly display the return address;

• Include identifying order information; and

• Retain proof of shipment until the return has been resolved.

freemarketiq.shop is not responsible for a customer-arranged return shipment that cannot be verified as delivered to the authorized return address, except where otherwise required by law.

17. Return Packaging

Returned products should be securely packaged to prevent damage during return transportation.

Where reasonably possible, customers should use:

• Original packaging;

• Original protective materials;

• Product boxes;

• Protective inserts; and

• Appropriate outer shipping packaging.

Customers should not attach shipping labels directly to retail packaging when doing so could materially damage the product packaging.

18. Return Inspection

After a return is delivered to our authorized return location, we may inspect the product before approving the refund.

Inspection may include checking:

• Product identity;

• Product condition;

• Quantity;

• Original components;

• Accessories;

• Labels;

• Packaging;

• Signs of use;

• Signs of installation where applicable;

• Signs of damage;

• Alteration;

• Contamination; and

• Whether the product matches the approved return request.

The inspection process is intended to confirm that the returned product satisfies the applicable return conditions.

19. Refund Approval

Once an eligible return has been received and reviewed, we will notify the customer regarding the refund decision.

If the return is approved, the refund will normally be issued to the original payment method used for the purchase.

Unless otherwise required by law, we do not normally send refunds to:

• A different credit card;

• A different debit card;

• An unrelated bank account;

• Another person's payment account; or

• A payment method that was not used for the original transaction.

This helps protect customers against fraud and unauthorized payment changes.

20. Refund Time — Within 7 Days

For an approved refund, freemarketiq.shop will process and issue the refund so that it is normally returned to the customer's original payment method within 7 days after the refund has been approved.

Our standard refund policy is:

Approved refunds are expected to be returned within 7 days.

The seven-day refund period begins after:

1. The returned product has been received where a return is required;

2. Any necessary inspection has been completed;

3. The return has been approved; and

4. The refund has been authorized for processing.

Refunds will generally be returned through the same payment method used to place the original order.

21. Refund Destination

Refunds are normally returned to the original payment method used at checkout.

Depending on how the customer paid, this may include:

• Credit card;

• Debit card;

• PayPal;

• Digital wallet;

• Bank-based payment method; or

• Another payment method available through checkout.

We generally cannot redirect a refund to a different person or unrelated payment account.

22. Payment Provider Processing

After we submit an approved refund, the payment provider, bank, credit card issuer, or financial institution may need to process the transaction.

While freemarketiq.shop's standard refund timeframe is within 7 days after refund approval, the exact time at which the refund appears on a customer's account or statement can depend on the customer's payment provider.

If an approved refund does not appear after the applicable processing period, customers should contact us at info@freemarketiq.shop so that we can review the refund status.

23. Original Shipping Charges

Standard shipping is provided free of charge for eligible orders where stated on our website.

Because eligible standard outbound shipping is free, there is generally no standard outbound shipping charge to refund.

If a customer selected and paid for an optional expedited, express, premium, or other paid shipping method, that additional shipping fee may be non-refundable where permitted by applicable law unless the refund is required because of our confirmed error.

24. Partial Refunds

In certain circumstances, a partial refund may be appropriate where permitted by law.

Examples may include a returned product that:

• Is missing non-essential accessories;

• Is returned incomplete;

• Has customer-caused damage;

• Shows use beyond reasonable inspection;

• Shows installation-related damage;

• Has materially damaged packaging that affects product value; or

• Otherwise does not satisfy the standard return condition requirements.

Any reduction will be based on the circumstances and applicable law.

No separate restocking fee will be imposed.

25. Full Refunds

An eligible customer may receive a full refund of the applicable product purchase price when:

• The eligible product is returned within the return period;

• Return conditions are satisfied;

• The product was defective;

• The product was damaged before or during delivery;

• The wrong product was supplied;

• The wrong model or variation was supplied because of our error;

• The product was materially different from the order because of our error; or

• Applicable consumer law requires a full refund.

26. Refunds for Damaged or Defective Products

If we confirm that a product was damaged during delivery or defective when received, an approved refund will be returned to the original payment method within the applicable 7-day refund period.

Where a return is required, we will provide return instructions.

Reasonable return shipping costs for confirmed damaged or defective products will be covered by freemarketiq.shop where applicable.

27. Refunds for Incorrect Products

If we confirm that an incorrect product was sent because of our fulfillment error, the customer may be eligible for:

• Replacement;

• Exchange;

• Return and full refund; or

• Another appropriate remedy.

When a refund is selected and approved, it will be processed within 7 days.

28. Refunds for Missing Products

If our investigation confirms that a paid product was missing from the shipment and no replacement is provided, an appropriate refund may be issued.

Approved refunds for confirmed missing products will be returned within 7 days.

29. Canceled Orders

Customers may request order cancellation by contacting:

info@freemarketiq.shop

Cancellation requests should be submitted as soon as possible.

Orders may enter fulfillment quickly, so cancellation cannot be guaranteed.

If an order is successfully canceled before shipment and payment has already been captured, the applicable refund will be issued to the original payment method.

Approved cancellation refunds will normally be returned within 7 days.

If an order has already shipped, the customer may need to receive the package and submit a return request.

30. Duplicate Orders

If a customer accidentally places the same order more than once, contact us immediately.

If the duplicate order has not entered final fulfillment, we will make reasonable efforts to cancel it.

If it has already shipped, the customer may need to return the duplicate order according to this policy.

31. Product Compatibility and Selection

Customers are responsible for reviewing available product information before purchase, including:

• Product descriptions;

• Dimensions;

• Model information;

• Size information;

• Color or variation information;

• Compatibility information; and

• Other relevant product details.

If a customer orders a product that is unsuitable because of their own selection, the return may be treated as a customer-preference return.

This does not apply where incorrect product information was provided by freemarketiq.shop or where we shipped a product different from what was ordered.

32. Installed or Substantially Used Products

Products that have been installed or substantially used may require additional review.

Use or installation can alter the condition of a product and may affect the ability to determine whether an issue resulted from:

• Manufacturing defects;

• Improper installation;

• Improper handling;

• Incorrect compatibility;

• Normal use;

• Customer-caused damage; or

• Third-party actions.

Installation or use does not eliminate any mandatory rights provided by applicable consumer law.

33. Refused Deliveries

Refusing a package does not automatically constitute an approved return.

If a customer refuses delivery, the package may be returned to the sender.

We will review the package after it is received.

Depending on the circumstances, the customer may be responsible for reasonable costs resulting from refusal where permitted by law.

No restocking fee will be charged for an otherwise eligible return.

34. Unclaimed Packages

If a carrier holds a package for collection and the customer does not collect it within the permitted holding period, the package may be returned to the sender.

An unclaimed package is not automatically treated as an approved return.

Once the package is received, we will review the circumstances and determine the applicable resolution.

35. Incorrect Address Returns

Customers are responsible for providing a complete and accurate delivery address.

If a package is returned because of an incorrect or incomplete customer-provided address, the customer may be responsible for reasonable:

• Return-to-sender charges;

• Address correction costs;

• Re-delivery charges; and

• Re-shipping costs.

If the customer chooses a refund instead of re-shipment, the refund will be handled according to the applicable return and refund conditions.

36. Products Damaged by the Customer

Products damaged after delivery because of customer misuse, improper handling, incorrect installation, unauthorized modification, accident, neglect, improper maintenance, or improper care generally do not qualify as defective-product returns.

Nothing in this section limits any mandatory legal rights that apply to the customer.

37. Normal Wear and Tear

Normal wear and tear resulting from ordinary use is generally not considered a manufacturing defect.

Examples may include:

• Gradual cosmetic wear;

• Surface marks;

• Normal deterioration;

• Fading or discoloration associated with use;

• Wear caused by repeated operation; or

• Other deterioration reasonably expected from ordinary product use.

38. Unauthorized Modifications

Products materially modified, altered, repaired, customized, disassembled, or otherwise changed by the customer or an unauthorized third party may not qualify for a standard return if the modification caused or materially contributed to the issue.

39. Exchanges

Customers who would like to exchange an eligible product should contact:

info@freemarketiq.shop

Exchange availability depends on current inventory.

We may process an exchange by:

• Providing return instructions;

• Reserving the requested replacement where available;

• Sending the replacement after receiving the original product; or

• Asking the customer to return the original product and place a new order.

Applicable price differences and shipping responsibility will be explained before an exchange is completed.

40. Replacement Products

When a replacement is approved, replacement availability depends on inventory.

If the same product is unavailable, we may:

• Offer a comparable alternative with customer approval;

• Offer an exchange;

• Issue a refund; or

• Provide another appropriate remedy.

We will not knowingly substitute a materially different product without the customer's consent.

41. Promotional Products

Products purchased during a promotional event, sale, or discount period are generally subject to the same 30-day return period unless different conditions were clearly disclosed before purchase.

A refund for an eligible promotional product will generally be based on the actual amount paid, not the regular non-discounted price.

42. Discounts and Coupon Codes

If a discount or promotional code was applied to an order, the refund amount for an eligible returned product will normally reflect the amount actually paid for that product after applicable discounts.

Coupon value itself is generally not converted into cash unless required by applicable law.

43. Bundles and Multi-Item Promotions

Products purchased as part of a bundle or multi-item promotion may need to be reviewed together when a return affects the promotional pricing of the remaining products.

Where permitted by applicable law, the refund may be calculated based on the actual promotional value allocated to the returned product.

44. Gift Orders

If an order was purchased as a gift, refunds are normally returned to the original payment method used by the purchaser.

We generally cannot issue the refund directly to a gift recipient unless permitted by the applicable payment arrangement or required by law.

45. International Returns

International returns may require additional transportation and customs processing.

Customers should follow our return instructions carefully.

Where the return is for a customer-preference reason, the customer may be responsible for:

• International return shipping;

• Customs documentation;

• Import or export processing;

• Brokerage charges; and

• Other reasonable return-related costs.

Where the return results from our confirmed error, we will provide appropriate assistance consistent with this policy and applicable law.

46. Customs Duties and Taxes on Returns

Customs duties, import taxes, VAT, GST, brokerage fees, and similar government charges are generally administered by government authorities or third parties.

We cannot guarantee reimbursement of amounts paid directly to customs authorities or third parties unless required by applicable law.

Customers may need to contact the relevant authority regarding recovery of such charges.

47. Lost Return Shipments

If the customer arranges return shipping independently, the customer should use a trackable method.

If a return shipment is lost before it reaches our authorized return location, we may be unable to issue a refund unless delivery can be reasonably verified or applicable law requires otherwise.

Customers should retain:

• Tracking number;

• Shipping receipt; and

• Proof of postage.

48. Damaged Return Shipments

Customers should package returned products carefully.

If a product is materially damaged during customer-arranged return shipping because of inadequate packaging, this may affect refund eligibility where permitted by applicable law.

49. Refund Confirmation

When an approved refund is processed, we will normally send a confirmation to the email address associated with the order.

The confirmation may include:

• Order number;

• Refunded product;

• Refund amount;

• Refund date; and

• Payment method used for the refund.

Customers should retain this confirmation until the refund appears on their payment account.

50. Refund Not Received

If you have been informed that a refund was issued but you have not received it within the expected period:

1. Check the original payment account;

2. Review pending transactions;

3. Contact your bank or card issuer where appropriate;

4. Confirm whether your payment provider has additional processing requirements; and

5. Contact us at info@freemarketiq.shop.

When contacting us, please include your order number and the email address used for the order.

51. Payment Disputes

Customers are encouraged to contact us first regarding a return, refund, shipping, or product issue so that we have an opportunity to review and resolve the matter.

Opening a payment dispute does not automatically create an entitlement to a refund.

Payment disputes may be handled according to the applicable payment provider's procedures.

Nothing in this section limits a customer's rights under applicable law.

52. Fraudulent Return Activity

We reserve the right to review return requests for suspected fraud or abuse.

Examples may include:

• Returning a different product;

• Returning an empty package;

• Altering product identification;

• Submitting misleading photographs;

• Falsely claiming that products were not received;

• Repeated abusive return behavior; or

• Attempting to obtain multiple refunds for the same purchase.

Where reasonably necessary, we may request additional information before approving a return or refund.

53. Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or limit any consumer right that cannot legally be excluded, restricted, or limited.

Customers may have additional rights under the consumer protection laws applicable to their jurisdiction.

Where mandatory consumer law provides stronger rights than this policy, the applicable mandatory law will control to the extent required.

54. Relationship to Shipping Policy

This Return and Refund Policy should be read together with our Shipping and Delivery Policy.

The Shipping and Delivery Policy explains matters including:

• Order processing;

• Shipping time;

• Tracking;

• Delivery;

• Incorrect addresses;

• Lost packages;

• Delayed shipments; and

• Shipping procedures.

For questions specifically concerning return eligibility or refunds, this Return and Refund Policy generally controls, except where applicable law requires otherwise.

55. Policy Changes

We may update this Return and Refund Policy from time to time to reflect changes in:

• Business operations;

• Product offerings;

• Shipping arrangements;

• Payment processing;

• Customer service procedures;

• Legal requirements; or

• Other operational considerations.

The updated policy will be posted on our website with a revised Last Updated date.

Unless otherwise required by law, updated terms will generally apply to orders placed after the revised policy becomes effective.

56. Contact Us

If you have questions about returns, exchanges, refunds, damaged products, defective products, incorrect products, missing products, or an existing return request, please contact us:

Store and business name: freemarketiq.shop
Business type: Individually operated online seller based in Canada
Email: info@freemarketiq.shop
Telephone: +1 819 229 1877
Telephone in international format: +18192291877
Business address: 2601 Av du Mont-Royal E 206, Montreal, QC H1Y 0A8, Canada
Return address: 2601 Av du Mont-Royal E 206, Montreal, QC H1Y 0A8, Canada

When contacting us about an existing order, please provide your order number and the email address used during checkout so that we can assist you efficiently.

Return period: 30 days after delivery
Standard refund timeframe: Within 7 days after refund approval
Refund method: Original payment method
Restocking fee: No restocking fee