Help Before You Join and After You Order

What is Fruggals?

Fruggals is a group-buying company. We bring individual customers together through campaigns with a stated product, group price, participation target and deadline. If the campaign succeeds, the agreed purchase proceeds. If it fails, the campaign purchase payment is not collected.

Who am I buying from?

Under our direct-seller model, you buy from Fruggals, a sole proprietorship (eenmanszaak) registered in the Netherlands. Our About us page contains the business identification details.

Do I have to buy a large quantity?

No. You order the quantity allowed by the campaign. The group combines orders from multiple customers to reach the overall target.

Do I need to find other buyers?

No. You can join independently. You may share the campaign, but you are not required to recruit other customers.

Is Fruggals a subscription?

A campaign order does not itself create a recurring subscription.

Are the products new?

The product condition is stated on the campaign page. Do not assume that a product is refurbished, second-hand or new where its description does not make that clear. Contact us if you need clarification.

What does the campaign target mean?

It is the minimum participation needed for the campaign to succeed. The page explains whether the target is measured by buyers, qualifying orders or units.

When does my participation count?

Your participation counts once the campaign’s stated requirements are completed, including the relevant Stripe payment setup. The campaign explains how cancellations and invalid participation affect the displayed progress.

Can I join more than one campaign?

Yes, where available. Each campaign is a separate commitment with its own product, price, deadline, payment arrangement and delivery period.

Can I change my product or quantity?

While the campaign is open, change the options or quantity on the campaign page and use the Update Quantity button. Change Order on the order in My Account takes you there. You can also contact us. A change is effective only once confirmed. It may affect the price, delivery charge or campaign eligibility, so we show any revised conditions before you agree.

Does the group price keep falling?

Under our standard fixed-price model, no. The price shown is the price the campaign is working to unlock. Any different pricing structure must be clearly explained before joining.

When does the campaign close?

The page displays the deadline and time zone. A campaign may also close when an expressly stated maximum is reached, where that condition was disclosed in advance.

Can I cancel before the campaign succeeds?

Yes, until the campaign closes, even once its goal is reached. Use the Leave the Campaign button on the campaign page, or Cancel My Order on the order in My Account. There is no cancellation fee, and nothing is charged. We email you a confirmation once your order is cancelled.

What if I cancel after the campaign succeeds?

Then you withdraw from the purchase. From the moment the campaign closes until 14 days after delivery, you can do that without giving a reason, also before delivery: use Withdraw From This Purchase on the order in My Account.

Some products are subject to legal withdrawal exceptions. Those exceptions must be disclosed before purchase.

Can you extend a campaign?

We will not extend your existing commitment beyond its agreed deadline without your agreement. If we offer an extended or replacement campaign, you decide whether to participate.

What happens if the campaign fails?

It does not proceed. We do not collect the campaign purchase payment or automatically enrol you in another offer.

Why do I need to provide payment details when I join?

Your payment details allow the campaign purchase to be paid for if the success conditions are met. They also allow the payment method to be verified where necessary. Entering payment details is not the same as completing the purchase payment.

Who collects my payment details?

You provide them through the Stripe payment form used in our participation process.

Stripe handles the payment information required for that setup and subsequent transaction.

Fruggals uses the resulting payment references and status information to manage your campaign and order.

Do I pay anything when I join?

No campaign purchase payment is collected at that point.

Bank verification or a temporary authorisation may appear differently in your banking app. Where the setup involves a temporary hold, we explain it before confirmation.

Can Stripe save a payment method without immediately charging it?

Stripe supports setting up payment methods for later payments. Later charges require an appropriate authorisation, and a bank may still require additional authentication.

The exact arrangement shown by Fruggals must match the payment method and integration actually used. Stripe documentation on later-payment setup

What am I authorising?

You authorise the payment arrangement described for the selected campaign.

The checkout identifies the amount, or a clearly explained method of determining it, and the event that triggers collection.

Authorisation for one campaign does not give Fruggals unrestricted permission to charge for unrelated purchases.

Will my bank ask me to verify the payment method?

It may.

Follow the instructions displayed by your bank or payment provider. A later charge may also require an additional action even if you verified the payment method when joining.

Is a temporary hold a deposit?

A temporary authorisation is different from a completed payment.

It may nevertheless reduce the amount available to spend while it remains active.

Our checkout must distinguish payment-method verification from a hold of the campaign amount.

How long can a hold remain?

This depends on the payment method, transaction and bank.

Payment authorisations have limited validity. We do not promise that the same hold will remain available for an unlimited campaign period. Stripe authorisation guidance

When is purchase payment collected?

Only after the campaign succeeds, according to your agreed arrangement.

If you prefer, you can pay at most half when the campaign succeeds and the rest when your order ships. Email info@fruggals.com before the campaign closes and we arrange it.

Which payment methods are available?

The Stripe payment form offers credit and debit cards (also through Apple Pay and Google Pay), iDEAL | Wero, Bancontact, SEPA Direct Debit, Revolut Pay, PayPal, Link and Satispay.

Not every method necessarily supports the same delayed-payment process.

What happens if payment fails after campaign success?

We notify you and explain any action needed.

This may include completing bank authentication or providing an eligible replacement method.

You then have 7 days to pay, counted from the day after that email. The email gives the last day, and so does the order in My Account, with a Pay Now link. We remind you 2 days before. If we haven't received the payment by then, the order is cancelled and you aren't charged.

We do not charge another payment method without appropriate authorisation.

What if my card expires before the campaign succeeds?

Before the campaign is charged, contact us to change your payment method. If a charge fails, we email you a link to pay with another method.

An order may not proceed if the agreed payment cannot be completed.

Can I remove my saved payment method?

Contact us and we remove it for you.

Removing a payment method does not itself cancel an order or erase an existing payment obligation. To cancel participation or withdraw from a purchase, use the appropriate cancellation process.

What if a failed campaign shows a completed charge?

Contact us with the campaign reference and the transaction date.

Do not send full card details or a card security code.

We investigate whether the entry is a temporary authorisation, verification entry or completed charge and correct an improper collection.

Does “processed by Stripe” mean Stripe guarantees delivery?

Payment processing and delivery are separate responsibilities.

Under our direct-seller model, Fruggals remains responsible for the order and applicable customer remedies.

Which countries do you deliver to?

We currently deliver to these 27 EU countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

The campaign and checkout identify eligible destinations. Some products may have narrower delivery availability.

When will my order arrive?

Every campaign states the date your order should arrive by, on its page and on the home page.

That date is the same for everyone in the campaign, whether you joined on the first day or the last.

Is the campaign deadline the delivery date?

No.

The deadline determines whether the campaign succeeds. The delivery commitment describes when you should receive the goods.

How much does shipping cost?

Shipping is disclosed before you confirm participation.

The checkout shows the total for the selected destination and delivery option.

Are taxes or import charges included?

Applicable VAT and known charges are explained before purchase.

All goods ship to you from within the EU. Fruggals imports them and pays any import duties, so the price includes VAT and there is nothing to pay on delivery.

We do not describe an offer as having no additional charges unless the fulfilment arrangement supports that statement.

Can I track delivery?

Yes. Every shipment gets a track-and-trace code, which we email you when your order ships. You'll also find it with the order in My Account.

Can products arrive in separate parcels?

Where split delivery is expected, we explain it.

If an unexpected split occurs, we tell you what has shipped and what remains outstanding.

Can I change the delivery address?

Contact us promptly.

We confirm whether the address can still be changed and whether the new destination changes eligibility or cost.

What happens if delivery is late?

Unless another delivery period was agreed, the general EU rule is delivery within 30 days.

If the agreed time is missed, you can normally give an additional reasonable period to deliver and terminate if delivery still does not occur. In certain cases, such as refusal to deliver or an essential deadline, no additional period is required. EU delivery guidance

What if my parcel is lost?

Contact us. We investigate with the carrier and explain the remedy.

Where we arranged the delivery, we do not require you to settle the carrier dispute before receiving the remedy owed for your order.

What if it arrives damaged?

Contact us with the order reference and a description of the damage.

Photographs of the product and packaging can help. Keep the goods safely while we provide instructions.

We do not use an arbitrary short reporting deadline to remove statutory rights.

Who bears the delivery risk?

Where we arrange transport, we generally bear the risk until you or your nominated recipient takes physical possession.

Special rules can apply if you independently commission a carrier that we did not offer. EU delivery and damage guidance

Can I return goods because I changed my mind?

For most online consumer purchases of physical goods, yes.

You normally have 14 calendar days, starting on the day after receipt, to notify us that you withdraw. You do not need to provide a reason.

You normally then have a further 14 days after notification to send the goods back. EU withdrawal guidance

What if the order arrives in several deliveries?

For multiple goods purchased in one order and delivered separately, the withdrawal period generally runs from receipt of the last good.

Other arrangements can have different rules. We explain the applicable starting point in your withdrawal instructions.

Can I withdraw before delivery?

Where the statutory withdrawal right applies, you can exercise it before receiving the goods.

You do not have to wait for dispatch or delivery to notify us.

How do I withdraw online?

Go to Withdraw From a Purchase, linked at the bottom of every page, and log in with the email address you ordered with.

Identify yourself and the purchase, review the notice and confirm withdrawal.

We promptly send an acknowledgement that records the notice and its submission date and time.

The function is available throughout the applicable withdrawal period. EU online withdrawal requirements

Can I use email instead?

Yes. Send a clear withdrawal statement to info@fruggals.com.

You may also write to Fruggals, Filarskiweg 3, 1862 VA Bergen (NH), the Netherlands, or use the model form below.

Using our model form is optional.

Do I need permission to return?

You do not need prior approval to exercise a valid statutory withdrawal right.

Contacting us can help arrange the return, but waiting for a support reply is not a condition of timely withdrawal.

Where do I return the goods?

Send them to Fruggals, Filarskiweg 3, 1862 VA Bergen (NH), the Netherlands.

Include the order reference where possible.

If the goods cannot normally be returned by post, follow the collection or freight instructions provided for that product.

Who pays return shipping?

Fruggals does. We pay the direct cost of sending goods back, also when you simply changed your mind, and tell you how to return them.

Returns required to remedy defective or incorrect goods are handled without cost to the customer.

Do goods need to be unopened?

Not as a universal rule.

You may inspect goods to establish their nature, characteristics and functioning. Handling beyond that can make you responsible for resulting diminished value where the law permits.

Opening a product is not itself a general loss of withdrawal rights. Consumer Rights Directive, Article 14

Is original packaging compulsory?

Please use the original packaging where practical because it helps protect the goods.

We do not make original packaging a universal condition of withdrawal. Pack the goods securely using suitable materials.

Which products can be excluded?

Relevant legal exceptions can include clearly personalised goods, goods liable to deteriorate rapidly, and certain sealed goods unsuitable for return for health or hygiene reasons after unsealing.

We identify any applicable exception before purchase.

Being discounted or sold through a group campaign is not itself an exception. EU withdrawal exceptions

Can I exchange for another size or colour?

We don't offer exchanges. A campaign buys one fixed batch, so there is usually nothing left to swap to. Within the withdrawal period you can return the product and join another campaign.

This doesn't affect your statutory withdrawal and defective-goods rights.

When do you refund a withdrawal?

We refund without undue delay and normally within 14 days after receiving the withdrawal notice.

For goods, we may wait until the goods are returned or you provide proof of sending them back, whichever happens first, unless we offered collection. Consumer Rights Directive, Article 13

Is standard outbound delivery refunded?

For withdrawal from the whole order, the refund includes the least expensive standard delivery offered.

If you chose a more expensive option, the additional amount need not be refunded.

The treatment of delivery charges for a partial return depends on the order. Dutch withdrawal refund guidance

How is the refund paid?

We normally use the original payment method.

A different method requires your express agreement and must not impose a refund fee.

Can you refund me with compulsory store credit?

We do not replace a legally required monetary refund with compulsory store credit.

You may accept a voluntary alternative if you wish.

How long will a refund take to appear?

We process the refund within the applicable legal period.

Your bank or payment provider may take additional processing time before it appears. We can provide the transaction information needed to investigate a missing refund.

Is a released hold a refund?

No.

Releasing a temporary authorisation makes previously reserved funds available again. A refund returns a completed payment.

Your bank may display these differently.

What if you cancel a successful campaign?

If we cannot fulfil your purchase and cancel the order, we refund the payments collected for goods we will not supply.

We do not replace the goods with another product without your agreement.

What if the product is faulty?

Contact us with the order reference and a description.

Where the product does not conform to the contract, your remedies can include repair or replacement without charge and, in the circumstances required by law, a price reduction or termination with a refund.

Are faulty-goods rights limited to 14 days?

No.

The change-of-mind withdrawal period and statutory conformity rights are separate.

A fault discovered after the withdrawal period can still give rise to a legal remedy.

Do discounted products have the same statutory rights?

A group-buying price does not remove statutory rights.

EU rules provide a minimum two-year protection framework for new goods. National protections may extend further.

In the Netherlands, the relevant period depends on what can reasonably be expected from the product, including its expected lifespan; it is not simply capped at two years. Dutch statutory guarantee guidance

Do I have to contact the manufacturer first?

Under our direct-seller model, contact Fruggals.

A manufacturer’s warranty may offer additional benefits, but it does not replace our obligations as seller.

What if the wrong item arrives?

Tell us what you received and provide the order reference.

We arrange the appropriate correction without treating it as an ordinary customer-funded change-of-mind return.

What if I think the product is unsafe?

Stop using it where continued use may be dangerous and contact us.

Follow any recall or safety instructions issued for the product.

Do I need an account?

Yes. To join a campaign you sign in with your email address: we email you a one-time code, valid for 10 minutes, so there is no password to remember. Your first sign-in creates your account. There is no guest option.

Once signed in, you stay signed in on that device for 30 days.

Can I delete my account?

Yes. Email info@fruggals.com and we delete it for you.

Account deletion does not automatically cancel orders or require deletion of records we must lawfully retain.

Will my contact details be shared with a supplier?

Necessary information may be shared where a supplier fulfils your order or handles a product remedy.

Our Privacy Policy explains the recipients and purposes. Fulfilment does not automatically permit the supplier to market independently to you.

How do I make a complaint?

Email info@fruggals.com, describe the issue and include the reference.

Our response target is two business days. If more investigation is needed, we explain the next steps.

What if the complaint remains unresolved?

Fruggals is not affiliated with a dispute committee or other alternative dispute resolution body. If we cannot resolve a complaint together, you can take the dispute to the competent Dutch court.

For an eligible cross-border dispute, your national European Consumer Centre may assist.