Frozen Brothers Limited offers returns for most items within 14 days of receipt of shipment. If the item you purchased isn't covered by Frozen Brothers Limited general return policy, you will be notified by a Customer Service Associate.
You are entitled to a refund, replacement or store credit for any Frozen Brothers Limited item that arrives damaged or leaking, or wrongly delivered. Any item you have wrongly ordered may be eligible for return and replacement, you may be liable for the cost of return and if approved a processing charge of 20% of the item value or £25 whichever is less. Any warranty for equipment purchased through Frozen Brothers Online Content may apply in addition to our returns policy
Before you request a return a replacement, a refund or store credit, make sure that your item is eligible. If the item you purchased isn't returnable per Frozen Brothers Limited return policy, you will be notified by a Customer Service Associate
Frozen Brothers Limited does not accept returns of the following items:
- Any item without an approved return merchandise number (RMA) by a Customer Service Associate.
- Any item opened or used.
- Any item not in its unused, original packaging.
- Any item where clear payment has not been received.
When seeking a return on a product, please contact us via email using firstname.lastname@example.org
Once a support ticket is generated we will investigate your issues and advise you whether your product may be returned, replaced, refunded or store credit issued and, if approved, we will provide you with a Return Authorisation and instructions on how to proceed. Once an item is returned we will either inspect your goods and investigate any claimed defect or error, and where applicable, process a refund, replacement or store credit. If we do not believe a refund, replacement or store credit is applicable upon inspecting your goods your claim will be rejected, and you may be liable for the cost of return.
Refunds will be issued using the payment method used for purchase. Store credits will be issued to the account used to purchase the goods. Where applicable any refunds or store credits will be made after deductions for the cost of return and processing charge. We aim to process refunds and replacements within 10 business days of receipt by us of the return. Your refund will be issued in the same currency as your payment for the items was made. It may take up to an additional 10 business days after your credit is applied for it to post to your account.