Refund policy

Last Updated: August 29, 2026

Thank you for shopping with frozena.shop. We want you to be satisfied with your purchase. This Refund & Return Policy explains when you may return a product, request a refund, and how to contact us regarding an order.

1. Returns

We accept returns in accordance with applicable consumer protection laws in the United States and United Kingdom.

If you wish to return an item, please contact us at support@frozena.shop before sending anything back. Do not return a product without first receiving return instructions from our customer service team.

For products that are eligible for a voluntary return, the item should generally be:

  • Unused and in its original condition

  • In the original packaging, where reasonably possible

  • Complete with all accessories, manuals, and included components

  • Free from damage caused after delivery

  • Accompanied by proof of purchase or order information

Additional return conditions may apply depending on the product and reason for the return.

2. Return Period

Please contact us within 30 days of receiving your order if you would like to request a return.

This 30-day period does not limit any mandatory cancellation, return, refund, warranty, or consumer rights that may apply to you under applicable law.

For customers in the United Kingdom, statutory consumer rights remain unaffected by this policy.

3. Damaged or Defective Products

If your product arrives damaged, defective, or with missing components, please contact us as soon as possible at support@frozena.shop.

Please provide:

  • Your order number

  • A description of the issue

  • Photographs or videos showing the damage or defect

  • Photographs of the packaging, if relevant

We may ask for additional information to determine the appropriate resolution.

Depending on the circumstances and applicable law, we may offer a replacement, replacement parts, repair, refund, or another appropriate remedy.

Please do not dispose of damaged packaging or products until we have advised you to do so, as photographs or inspection may be required.

4. Change of Mind Returns

If you change your mind about your purchase, you may request a return within the applicable return period, subject to the conditions of this policy and applicable law.

For larger products, the customer may be responsible for reasonable return shipping, collection, or other return-related costs where permitted by law.

Any refund may be adjusted where permitted by law if a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality.

Products that have been assembled, modified, used, or damaged may not qualify for a voluntary change-of-mind return, except where applicable law provides otherwise.

5. Non-Returnable Situations

A return may be refused, or a refund may be reduced where legally permitted, if the product has been:

  • Permanently installed or substantially assembled

  • Modified or altered

  • Damaged through misuse, neglect, or improper installation

  • Used beyond what is reasonably necessary for inspection

  • Returned without required components or accessories

  • Damaged after delivery due to customer handling

These restrictions do not affect any statutory rights you may have regarding faulty, defective, or incorrectly supplied goods.

6. Return Shipping

If a return is approved, we will provide instructions regarding the return or collection of the product.

For approved returns due to a defective, damaged, incorrect, or otherwise non-conforming product, we will handle return shipping or collection as required by applicable law.

For voluntary returns due to a change of mind, return shipping or collection costs may be the customer's responsibility where permitted by applicable law.

Customers should not independently arrange expensive freight returns without first contacting us.

7. Refunds

Once a returned product has been received and inspected, we will notify you regarding the status of your refund.

If your refund is approved, the refund will generally be issued to the original payment method.

Refund processing times may vary depending on your payment provider, bank, or card issuer.

Where permitted by law, shipping or return-related costs may be deducted from the refund if the customer is responsible for those costs.

8. Partial Refunds

In certain circumstances, a partial refund may be offered where a product has minor damage, missing components, or other issues and the customer agrees to keep the product.

Any partial refund will be discussed with the customer before being processed.

9. Exchanges

If you receive a defective, damaged, or incorrect product, please contact us before attempting an exchange.

Depending on stock availability and the circumstances of the order, we may provide a replacement product, replacement component, repair, refund, or another remedy available under applicable law.

10. Cancellations

If you need to cancel an order, contact us as soon as possible at support@frozena.shop.

We will attempt to cancel the order before it is processed or shipped. Once an order has been dispatched, cancellation may no longer be possible and the order may need to be handled under the applicable return procedure.

For customers in the United Kingdom, any statutory cancellation rights applicable to the purchase are not affected by this policy.

11. How to Request a Return or Refund

To request a return, refund, replacement, or cancellation, email:

support@frozena.shop

Please include:

  • Full name

  • Order number

  • Date of purchase

  • Product purchased

  • Reason for the return or refund request

  • Photographs or videos, if the product is damaged or defective

Our customer service team will review your request and provide the next steps.

12. Contact Information

frozena.shop

United States Address:
355 Brewer Lake Rd Orrington, ME 04474 United States

United Kingdom Address:
Tamar View Avery Way Saltash PL12 6LD United Kingdom

Email: support@frozena.shop

13. Your Legal Rights

Nothing in this Refund & Return Policy is intended to exclude, restrict, or replace any rights or remedies that cannot legally be excluded or restricted under applicable consumer protection laws.

Where applicable law provides you with greater rights than those described in this policy, those legal rights will continue to apply.