Refund Policy
Refund Policy
At Frostly, we want every refund request to be clear, simple, and transparent.
This Refund Policy supplements our Return and Refund Policy and explains how we process refunds once a request has been approved.
For any questions, you can contact us at:
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, starting from the date the order is marked as delivered.
During this period, you may open and test Frostly through normal use.
If you are not satisfied with your purchase, you may request a return within 30 days of delivery.
To begin the process, contact us at:
Please include:
- Your name.
- Order number.
- Email address used for the purchase.
- Reason for your request.
Our team will provide you with the next steps.
When Is the Refund Issued?
When a return is required, the refund will be processed after we receive and inspect the returned product.
We will send you an email when the return has been received and notify you when the refund has been issued.
Approved refunds will be processed as soon as possible once the applicable review has been completed.
Refund Method
Refunds are issued to the original payment method used to make the purchase.
For example, if you paid with a credit or debit card, the refund will be sent back to the payment method used for the original transaction.
We cannot guarantee that a refund can be sent to a different card, bank account, or payment method from the one originally used.
How Long Does It Take for the Refund to Appear?
After Frostly issues the refund, you will receive a confirmation email.
Further processing depends on your bank or card provider.
Although the refund may already have been issued by Frostly, it may take up to 10 business days to appear in your account.
This timeframe reflects processing by financial institutions and does not mean that the refund has not been issued.
If you have already received our confirmation and still do not see the amount in your account after 10 business days, contact us at support@frostlyofficial.com.
We will review the status of the transaction and, when available, may provide information that can help your bank locate the refund.
Defective, Damaged, or Incorrect Product
If you received a product that is:
- Defective.
- Damaged during shipping.
- Incorrect.
- Incomplete.
Please contact us as soon as possible at:
Include your order number and a description of the issue.
We may ask for photos or a video to help us identify and resolve the problem.
Depending on the circumstances, we may offer:
- A free replacement.
- Reshipment of the correct product.
- A refund.
When the issue is Frostly's responsibility, the customer will not be charged the applicable return shipping cost.
Manufacturing Defect Warranty
Frostly provides a 90-day warranty for manufacturing defects, starting from the date of delivery.
If you discover a possible defect during this period, contact our team before returning the product.
We will evaluate the case and provide the appropriate solution, which may include a replacement or refund where applicable.
The warranty does not cover damage caused by:
- Misuse.
- Accidents or drops occurring after delivery.
- Modifications made to the product.
- Damage caused by the customer.
- Use contrary to the product instructions.
Order Canceled Before Shipping
If you request a cancellation before the order has been processed or shipped and we are able to stop the shipment, we will process the refund to the original payment method.
If the order has already been shipped, we may not be able to cancel the shipment.
In that case, you may receive the product and request a return under our 30-day guarantee.
Order That Cannot Be Delivered
If an order cannot be delivered and is returned to our logistics center, our team will review the case.
Depending on the reason for the return, we may:
- Arrange a new shipment.
- Correct the delivery information where possible.
- Process a refund where appropriate.
If you experience any issue with a delivery, contact us before taking any other action so that we can investigate the shipment.
Order Not Received
If your order is delayed, the tracking information has stopped updating, or the order is marked as delivered but you did not receive it, contact:
Include your order number.
Our team will review the tracking information and, when necessary, investigate the shipment with the logistics provider.
Depending on the outcome, we may offer reshipment, a replacement, or a refund where appropriate.
Shipping Costs
When Frostly has provided free standard shipping, there is no original shipping cost to deduct from the refund.
If you voluntarily purchased an additional or expedited shipping option, that amount is non-refundable when the return is simply because you decided not to keep the product.
If the return is due to an error by Frostly, a defective product, a product damaged during shipping, or an incorrect product, Frostly will cover the applicable costs where appropriate.
Restocking Fees
Frostly does not charge restocking fees for returns approved under our policy.
Partial Refunds
A partial refund may only be applied when there is a justified reason that has been clearly communicated to the customer, for example, when the product has suffered damage after delivery due to handling beyond the normal use necessary to test it.
We will never apply a deduction without first informing the customer of the reason.
Duplicate Charge Refund
If we determine that the same transaction was charged twice by mistake, we will review the order and, once the duplicate charge has been confirmed, process the corresponding refund as soon as possible.
If you believe you were charged twice, contact us at:
Include your order number and any relevant information regarding the charges.
Still Haven't Received Your Refund?
Before becoming concerned, check whether you have already received our email confirming that the refund was issued.
Remember that after the refund is issued, your bank may take up to 10 business days to reflect it in your account.
If that period has already passed, email us at:
Please include:
- Buyer's name.
- Order number.
- Email address used to make the purchase.
Our team will verify the status of the refund and help you locate the transaction.
Need Help?
If you have any issue related to:
- A refund.
- A return.
- A cancellation.
- A delayed order.
- A package that was not received.
- A defective product.
- A damaged product.
- An incorrect order.
We want the opportunity to assist you directly.
Email: support@frostlyofficial.com
Support Hours: Monday through Saturday, 9:00 AM to 6:00 PM.
Our goal is to resolve any issue related to your purchase as quickly and easily as possible.
Consumer Rights
This policy does not limit any mandatory rights you may have under applicable consumer protection laws.
If applicable law provides additional rights, those rights will be respected.