Return & Refund Policy

1. 30-Day Money-Back Guarantee

We proudly offer a 30-Day Money-Back Guarantee on all eligible FREZZ™ products. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

• Your return request must be made within 30 days of delivery.
• The product should be in good condition and free from deliberate damage.
• All original accessories, packaging, and included items should be returned where possible.
• Proof of purchase or your order confirmation number is required.

Returns that do not meet these conditions may not qualify for a full refund at our discretion.

3. Non-Returnable Items

For hygiene and safety reasons, we may not accept returns for the following:

• Products that have been intentionally damaged or tampered with.
• Products showing signs of misuse or abuse inconsistent with normal consumer use.
• Items returned without proof of purchase or a valid order number.
• Gift cards (if offered).
• Clearance or final sale items (where clearly marked at the time of purchase).

Your statutory consumer rights remain fully unaffected by this policy.

4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incorrect, or missing parts, please contact our support team within 7 days of delivery and include:

• Your order number
• Clear photos of the product and the issue
• Photos of the packaging if visibly damaged in transit
• A brief description of the problem

After reviewing your request, we will arrange a free replacement, repair, or full refund at no additional cost to you.

5. How to Start a Return

Follow these four simple steps to start your return. Please do not ship items back without prior authorisation.

6. Return Shipping

FREZZ™ covers return shipping costs in the following situations:

• The product arrived defective or damaged.
• The item received was incorrect.
• The issue was caused by an error on our part.

If you are returning a product because you changed your mind or no longer want it, you may be responsible for the return shipping costs, unless local consumer protection laws require otherwise. We will always advise you clearly before you proceed.

7. Refund Process

Once your returned product is received, we follow a clear process to ensure your refund is handled quickly and fairly.

Refunds are typically processed within 5–10 business days after approval, depending on your payment provider and bank. Shipping charges are generally non-refundable unless the return is due to our error.

8. Exchanges

We currently offer exchanges for the following situations:

• Defective products that cannot be repaired
• Products damaged in transit
• Incorrect items received

If you wish to exchange your FREZZ™ product, please contact our support team at hello@frezz.com and we will guide you through the exchange process.

9. Order Cancellation

Orders may be cancelled before they have been processed for shipment. If you need to cancel your order, please contact us immediately at hello@frezz.com with your order number.

Once an order has been dispatched, it can no longer be cancelled. However, you may request a return after receiving your order, in accordance with this policy.

10. Refused Deliveries

If an order is refused at delivery or returned to us because an incorrect shipping address was provided, the parcel was not collected from the depot, or delivery was repeatedly unsuccessful, additional shipping charges may apply before the order can be resent.

FREZZ™ is not responsible for additional carrier fees incurred due to failed delivery attempts resulting from customer error or inaction.

11. Refund Exceptions

Refunds may be reduced or declined in the following circumstances:

• The returned product is missing significant components or accessories without justification.
• The product has been intentionally damaged after delivery.
• The return falls outside the 30-day window without a legal or exceptional basis.
• The product has been used in a manner inconsistent with normal consumer use.

Any decision will be made fairly, in accordance with applicable EU and UK consumer protection laws.

12. EU & UK Consumer Rights

Customers in the European Union and United Kingdom have additional statutory rights that are not limited by this policy.

Need Help?

If you have any questions about returns or refunds, our support team is ready to assist.