Refund policy
Returns & Refunds
1. Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, please contact us at foxfrosted@outlook.com as soon as possible, ideally within 7 days of delivery, and include:
- Your order number
- A short description of the issue
- Clear photos or a video showing the problem and the packaging (an unboxing video is preferred)
Once we have reviewed your claim, we will send you a replacement free of charge. If a replacement is not available, we will issue a full refund.
Please do not return any items unless we instruct you to do so. Items returned without our prior approval cannot be accepted.
This does not affect your statutory rights under the EU legal guarantee of conformity.
2. Delivery issues
Orders are shipped from our international warehouse. The estimated delivery time is 10–20 business days. Please check your tracking information before contacting us.
If your tracking shows no update for 10 days, or your order has not arrived within 25 business days, please contact us, and we will investigate with the carrier.
If tracking confirms delivery to the address provided, please check with neighbours, building reception, and local pickup points before contacting us.
3. Incorrect shipping address
Customers are responsible for providing a complete and correct shipping address. Orders that are returned or lost due to an incorrect or incomplete address can be reshipped at the customer's expense.
4. Order cancellation before dispatch
Orders can be cancelled within 12 hours of purchase by emailing foxfrosted@outlook.com. Once an order has been processed, it can no longer be cancelled. In that case, the right of withdrawal below applies after delivery.
5. Right of withdrawal
Customers in the EU have the right to withdraw from their purchase within 14 days of receiving the goods, without giving a reason.
Procedure
- Notify us of your decision to withdraw by email at foxfrosted@outlook.com within 14 days of delivery, stating your order number and the items concerned.
- Wait for our confirmation and return instructions. Returns sent without prior notification may not be processed.
- Return the items within 14 days of notifying us.
Return address: Returns are shipped to our returns warehouse in China. The exact address is provided when we confirm your return.
Costs: The customer bears the direct cost of returning the goods. We recommend using a tracked shipping service, as we cannot accept responsibility for returns lost in transit.
Condition: Items should be returned complete, with all accessories and, where possible, in their original packaging. The customer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, and the refund will be reduced accordingly.
Refund: We will refund the price of the goods and the original standard shipping cost you paid. If you chose a more expensive shipping option than our standard shipping, the additional cost will not be refunded. Refunds are issued to the original payment method within 14 days of receiving your notice of withdrawal. We may withhold the refund until we have received the goods back or you have provided proof of having sent them, whichever comes first.
6. Contact
FOXFROST
Email: foxfrosted@outlook.com
We aim to reply to all messages within 1–2 business days.