We want you to feel confident ordering from Frost Nox.
This policy does not limit any statutory consumer rights that apply to your purchase.
Change of Mind
If you are purchasing as a consumer in the United Kingdom or European Union, you generally have the right to notify us that you wish to cancel your online purchase within 14 days after receiving your order, subject to applicable exceptions.
To request a return, contact:
support@frostnox.com
Please include:
-
your order number;
-
the email address used for your order; and
-
confirmation that you would like to return the product.
After notifying us, return the product within the applicable return period provided in our instructions.
Return Condition
You may inspect the product as you reasonably would in a physical store.
Returned products should be sent back with the original accessories and packaging where reasonably possible.
We may make a deduction where permitted by law if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality.
Return Shipping
For ordinary change-of-mind returns, the customer is responsible for the direct cost of returning the product unless we tell you otherwise or applicable law requires us to cover that cost.
Return products only to the return address provided by our support team.
Do not return products to the address shown on the shipping package unless we specifically instruct you to do so.
Return address:
support@frostnox.com
Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty, incomplete, or materially different from what you ordered, contact us as soon as possible at support@frostnox.com].
Please provide:
-
your order number;
-
a description of the issue; and
-
photographs or video where reasonably helpful.
Where required by applicable consumer law, we will provide an appropriate remedy, which may include repair, replacement, price reduction, or refund.
For eligible faulty or incorrect products, reasonable return costs will be covered where required by law.
Refunds
Once a returned product has been received and assessed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method.
Refund processing times may vary depending on your bank or payment provider.
Where required by applicable consumer law, refunds will also include the standard outbound delivery cost. Additional costs caused by choosing an enhanced or more expensive delivery service may not be refundable.
Exchanges
If you would like a replacement product, contact support@frostnox.com. Availability will depend on stock and the circumstances of the return.
Statutory Rights
Nothing in this Returns & Refunds Policy excludes or reduces rights available to consumers under applicable UK or EU consumer-protection law.