Return & Exchange Policy – FROZIPS

At FROZIPS, customer satisfaction is our top priority.
If for any reason you are not completely satisfied with your purchase, you may request a return or exchange within 7 calendar days after receiving your order.

1. Return Conditions

• Original Packaging: Items must be returned in their original packaging.

• Product Condition: The item must be unused, undamaged, and in perfect condition.

• Tags & Accessories: All original tags, manuals, and accessories must be included and intact.

⚠️ Returns that fail to meet these requirements may be refused.

2. Size Exchange Policy

At this time, we do not offer direct exchanges for incorrect sizes.
Each product page includes detailed size charts to help you choose the correct fit before ordering.
If you received the wrong size due to a mistake on our end, please contact us immediately.

3. Exclusions from Return or Withdrawal Rights

Under Article 59 of Directive 2011/83/EU, the right of withdrawal does not apply to personalized or custom-made products.
Therefore, returns are not accepted for customized items such as engraved or personalized products made specifically for the customer.

4. Warranty Policy (90 Days)

All FROZIPS products come with a 90-day limited warranty covering manufacturing defects.
If a product shows issues related to quality, stitching, materials, or functionality within 90 days of receipt, we will repair, replace, or refund the item at no cost to you.

Warranty does not cover:

• Damage caused by misuse, accidents, or improper handling

• Normal wear and tear from regular use

• Modifications or alterations made by the customer

To file a warranty claim, contact us with clear photos and a detailed description of the issue.

5. How to Request a Return, Exchange, or Warranty Claim

Contact us via email at:
📧 contact@frozips.com

Please include the following information:

• Full Name

• Order Number

• Purchase Email

• Reason for Return or Claim (with photos if applicable)

Once your request is reviewed, we will provide detailed return instructions and the return address.
After the returned item is received and inspected, we will proceed with your refund or replacement.

6. Refund Policy

• Credit/Debit Card Payments: Refunds may take up to two billing cycles to appear on your statement, depending on your bank or payment provider.

• Bank Transfers or PIX: Refunds are processed to the same account used for the original payment within 10 business days after approval of the return.

• Shipping Costs: If the return is due to our error or a defective product, all shipping costs will be fully refunded.

7. Final Notes

Our mission is to ensure that every customer enjoys a safe, transparent, and reliable shopping experience.
For any questions or support, feel free to contact us anytime at:
📧 contact@frozips.com

FROZIPS — Innovation, authenticity, and customer trust.