Returns and Exchanges Policy
Return and Refund Policy
At Frostly, we want you to shop with confidence. If you experience any issue with your order, delivery, or product, our team is available to help you find a quick and simple solution.
Customer Support Email: support@frostlyofficial.com
Support Hours: Monday through Saturday, 9:00 AM to 6:00 PM.
30-Day Money-Back Guarantee
All Frostly purchases are protected by our 30-day money-back guarantee.
The 30-day period begins on the day your order is marked as delivered.
During these 30 days, you may open, install, and use Frostly normally to determine whether it is right for you.
If you are not satisfied with your purchase, you may request a return within this period.
To get started, email:
Please include:
- Name used for the purchase.
- Order number.
- Email address used for the order.
- Reason for your request.
Our team will send you the appropriate return instructions.
Return Conditions
To qualify for our 30-day guarantee:
- The return request must be made within 30 days of delivery.
- The product must be returned with its main components and accessories.
- The product may show reasonable signs resulting from normal testing or use.
- The product must not have damage caused by misuse, modifications, accidents, or improper handling.
We do not require the product to remain unused in order to qualify for our satisfaction guarantee.
If you still have the original packaging, we recommend using it to protect the product during transit. However, the absence of the original packaging alone does not automatically make a return ineligible.
How Do I Request a Return?
1. Contact Us
Send an email to:
Include your order number and the email address used during your purchase.
2. Wait for Our Instructions
Our team will review your request and provide:
- The correct return address.
- Shipping instructions.
- Any additional information required to process your return.
Do not send the product to an address found on the package or obtained through another source without first receiving our return instructions.
This allows us to correctly identify your package and prevent delays in processing your refund.
3. Ship the Product
When shipping your return, we recommend using a service that provides a tracking number and keeping your shipping receipt until the return process has been completed.
4. Receive Your Refund
Once we receive and inspect your return, we will send you a confirmation.
If the return meets the requirements of our policy, we will issue the refund to the applicable payment method as soon as possible.
Return Shipping Costs
When a return is requested because the customer decides that the product is not suitable for them within the 30-day period, the customer is responsible for the return shipping cost.
If the return is due to:
- A defective product.
- A product damaged during shipping.
- An incorrect product.
- An error made by Frostly.
Frostly will cover the applicable return shipping cost or provide another solution at no cost to the customer, depending on the circumstances.
We do not charge restocking fees for returns approved under this policy.
Damaged, Defective, or Incorrect Product
If your Frostly arrives:
- Damaged.
- Defective.
- Incomplete.
- Different from the product you ordered.
Please contact us as soon as possible at:
Include your order number and a brief description of the issue.
We may ask you to provide photos or a video of the product so that we can identify the issue and resolve it more quickly.
Depending on the circumstances, we may offer:
- A free replacement.
- Reshipment of the correct product.
- A refund.
You do not need to return a defective product before speaking with our team. Please contact us first, and we will provide the correct instructions.
Manufacturing Defect Warranty
In addition to our 30-day satisfaction guarantee, Frostly offers a 90-day warranty for manufacturing defects, beginning on the date of delivery.
This warranty covers issues related to the operation or manufacturing of the product during normal use.
It does not cover damage caused by:
- Accidents.
- Drops.
- Modifications.
- Improper use.
- Damage caused by the customer.
- Use that is contrary to the instructions provided with the product.
If you believe your product may have a defect, please contact us before sending the product back.
Has Your Order Not Arrived?
If your order has not arrived yet, you do not need to request a return.
First, check the tracking number sent to you by email.
If:
- The estimated delivery date has already passed.
- The tracking information is not updating.
- The package appears to have been lost.
- The order is marked as delivered, but you did not receive it.
Email us at:
Include your order number so that we can review the shipment and assist you.
Depending on the outcome of our investigation with the carrier, we may arrange a replacement, reshipment, or refund when appropriate.
Order Marked as Delivered but Not Received
If the tracking information shows that your order was delivered but you cannot find it:
- Verify the shipping address listed on your order.
- Check the areas around the delivery location.
- Ask other members of your household or your neighbors.
- Check for any notice left by the carrier.
If you still cannot locate the package, contact us at support@frostlyofficial.com so that we can help investigate the delivery.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing your purchase.
If the order has not yet been processed or shipped, we will do our best to cancel it before dispatch.
Once an order has been shipped, we can no longer guarantee that it can be canceled.
In that case, you may receive the product and request a return in accordance with our 30-day policy.
Exchanges and Replacements
If there is an issue with a defective, damaged, incomplete, or incorrect product, we may offer a replacement when this is the most appropriate solution.
If you prefer to request a refund and your order meets the conditions of this policy, please let our customer support team know.
Refunds
Refunds are issued to the original payment method used for the purchase, whenever possible through the payment processor used for the transaction.
Once Frostly has issued your refund, you will receive a confirmation.
Although the refund may have already been issued by us, your bank or card provider may take up to 10 business days to reflect the amount in your account.
This timeframe depends on your bank's processing procedures.
If you have already received our refund confirmation and the amount still does not appear in your account after 10 business days, please contact us so that we can help locate the transaction.
Refund of Shipping Costs
When Frostly has offered free standard shipping, there will be no original shipping cost to deduct from the refund.
If the customer voluntarily purchased an additional or expedited shipping method, that shipping cost is non-refundable, except when the return is due to an error by Frostly, a defective product, an incorrect product, or damage during shipping.
Ineligible Returns
We may reject a return when there is clear evidence of:
- Intentional damage.
- Misuse.
- Modification of the product.
- Accidental damage occurring after delivery.
- Use contrary to the product instructions.
- Requests submitted outside the applicable return period, unless another warranty or applicable right applies.
Normal use necessary to test Frostly during our 30-day guarantee is not automatically considered a reason to reject a return.
Having an Issue With Your Purchase?
We want the opportunity to help you.
If you have questions or concerns regarding:
- Your order.
- Tracking.
- A delayed delivery.
- A lost package.
- A defective product.
- A return.
- A replacement.
- A cancellation.
- A refund.
Please contact our team directly:
Support Hours: Monday through Saturday, 9:00 AM to 6:00 PM.
Our goal is to resolve any issue related to your purchase as simply and efficiently as possible.
Consumer Rights
This policy does not limit any rights you may be legally entitled to under applicable consumer protection laws.
If any applicable law grants you additional rights beyond those provided in this policy, those rights will be respected.