Returns and Exchanges Policy

Please read carefully so you don't feel disadvantaged in any way.

Relax and count on us!

We recommend that, before sending any product for exchange or return, you contact our Customer Service Center by email at contact@frostlyofficial.com to receive proper guidance on how to proceed.

Return Policy

Withdrawal from Purchase

If you made your purchase through the site frostlyofficial.com, received the product in perfect condition, and still are not satisfied with the purchase, you may request its cancellation by sending an email to: contact@frostlyofficial.com.

Withdrawal Period:
Under consumer protection rules, the customer has up to 7 days after receiving the product to register withdrawal from the purchase.

⚠️ Attention: This right is not equivalent to "testing" the product. The item must be unused.

Rules for Returns:

  • The merchandise must be sent by mail to the address indicated by our support.
  • The product must be returned in its original packaging, with all manuals.
  • It must include proof of purchase.
  • The product may not show any sign of use.

❌ Products outside these conditions will not be accepted and will be returned to the sender.

Refund of Values

  • Credit card: the refund may occur within up to 2 subsequent statements.
  • The refund is only processed after the product is received and inspected at our Distribution Center.

📌 Note: Every return must be communicated in advance to our Customer Service Center and accompanied by a letter inside the package. Orders sent without this communication will be rejected.

Exchange Policy

Apparel and Footwear

We do not make size exchanges. We provide detailed measurement charts in centimeters to help with your choice. Under consumer protection rules, exchanges are only mandatory in the case of a manufacturing defect.

Defective Products

Products sold by Frostly have a 90-day warranty for manufacturing defects.

Procedure:

  • Send the product to the address indicated on the purchase label.
  • It must include the original packaging and proof of purchase.
  • Attach a brief written account of the defect detected, its use, and frequency.

⚠️ Products sent outside these conditions will be returned automatically.

Inspection Period: 15 business days after receipt.

  • Favorable outcome: the customer receives the same product at no cost or, if unavailable, may choose another of the same value. If they choose a more expensive one, they must pay the difference.
  • Unfavorable outcome: the product will be returned with a rejection letter/report.

Reasons for Rejection:

  • Absence of a defect.
  • Improper use or accidental damage.
  • Natural wear from use.
  • Improper washing.

Automatic Cancellation by Frostly

The purchase may be canceled automatically if:

  • It is not possible to charge the credit card.
  • There are inconsistencies in the data entered.
  • The product is out of stock.

Refunds for Cancellations by Frostly

  • Inability to deliver due to a nonexistent or inaccessible address.
  • Lack of stock after the purchase.

In these cases, the values will be refunded to the buyer through the same payment method used (not including shipping costs).

📩 For any questions or requests, write to: contact@frostlyofficial.com