Refund Policy

At Frostly, your satisfaction is our priority. If, upon receiving your product, you find a manufacturing defect or it does not meet your expectations, you may request an exchange or return under the conditions below.

Timeframes

  • Dissatisfaction with the product: up to 7 calendar days from receipt.
  • Manufacturing defect: up to 30 calendar days from receipt.
  • Visible damage on receipt (broken glass, missing parts, scratches): report within a maximum of 24 hours after delivery, sending photos or video of the product and packaging (label visible). After this period, it may be considered misuse.

Conditions for Returns

  • The product must be free of signs of use, in its original packaging, and with all accessories/manuals.
  • Returns are not accepted if the item has been altered (e.g., removing links from a bracelet).

Once received and approved by the quality inspection, the customer may choose:

  1. Exchange for another product available in stock; or
  2. Refund of the product's value.

Shipping costs are non-refundable when the delivered product matches the order and is in good condition.

Procedure

  1. Write to contact@frostlyofficial.com stating your order number, full name, and reason.
  2. Attach photos or video (up to 1 minute) clearly showing the problem and the original packaging with the label visible.
  3. You will receive return instructions (address and code, if applicable).
  4. After receipt, we carry out the quality inspection and notify you of the outcome.

Refunds

  • They are processed to the original payment method after the inspection is approved.
  • Credit card: may be credited within up to 2 subsequent statements (depending on the issuer).
  • The crediting time may vary depending on the payment gateway and banking institution.

Warranty

All products come with a 30-day warranty from receipt (manufacturing defects).
To activate the warranty, the customer must send a video (up to 1 minute) or photos showing the defect, along with the original packaging (label visible).

What the Warranty Does Not Cover

  • Cosmetic damage after purchase (cracked screen, scratches, dents).
  • Damage from liquids or moisture.
  • Repair attempts or modifications.
  • Improper use of accessories.
  • Normal wear from use (scratches, oxidation, battery degradation).
  • Resistance tests that are not recommended (impacts, water, pressure).

Support

Frostly does not offer its own technical service or have authorized assistance. For questions, returns, or warranty: contact@frostlyofficial.com