Return & Refund Policy

At FrostFace, we want you to feel confident in your gear. Our 30-Day Money-Back Guarantee lets you request a return of an eligible physical product within 30 days after delivery. This policy is in addition to any consumer rights that apply where you live.

Eligibility

For a change-of-mind return, an item must be unused, unworn, unwashed, unaltered, and in resalable condition. Please include its original tags, accessories, and packaging where reasonably possible, along with proof of purchase. You may inspect the item as reasonably necessary to check its fit and features. If handling goes beyond that and reduces its value, we may make a lawful deduction or decline a voluntary return where permitted by law.

The 30-day voluntary return window begins on the date your order is delivered. This condition does not limit your rights if an item is faulty, damaged, incorrect, or not as described.

How to start a return

Email frostfaceteam@proton.me with your order number, the item you wish to return, and a short description of the issue. We will send the next steps and, when applicable, the correct return address. Please do not send an item to an address that we have not confirmed for your return.

Return shipping

For a voluntary return, including a change of mind or a size or design ordered in error, you are responsible for the cost of return shipping unless we tell you otherwise. We recommend a tracked service; keep your shipping receipt until the return is completed.

If we sent the wrong item, or an item arrives damaged or defective, we will arrange the return or other remedy as required by applicable law. Contact us before paying to ship such an item back.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If there is a problem, contact frostfaceteam@proton.me as soon as practical with your order number and, if useful, photos of the item and packaging. We will review the issue and offer the appropriate repair, replacement, reshipment, refund, or other remedy required by law. A delay in contacting us does not remove rights that cannot legally be waived.

Exceptions

Gift cards, if offered, and custom or personalized products, if clearly identified as such before purchase, may have different voluntary return rules where permitted by law. An item marked Final Sale is excluded from change-of-mind returns only where local law permits that restriction and the designation was clear before checkout. None of these exceptions limits rights for faulty or misdescribed goods.

Exchanges

For a different size or design, contact us within the 30-day window. If a direct exchange is available, we will explain the steps; otherwise, return the eligible item and place a new order. Availability of a replacement cannot be guaranteed.

Refunds

After we receive and inspect an eligible return, we will notify you of the outcome. Approved refunds are sent to the original payment method unless applicable law requires or you agree to another method. We aim to issue an approved refund within 1-7 bussiness days after the return review is complete; your bank or payment provider may take additional time to post it.

Original shipping charges, expedited shipping fees, duties, and import fees are refunded where required by law or where we expressly agree. If an order is refused, unclaimed, or undeliverable because of an incorrect address or failure to collect it, actual shipping and return costs may be deducted where permitted by law.

Your legal rights

Nothing in this policy limits any mandatory warranty, guarantee, withdrawal, cancellation, refund, or other consumer right available in your jurisdiction. If the law gives you greater protection, that law applies.

Return and refund contact: frostfaceteam@proton.me