Refund policy

We accept returns for products shipped by FrostAir only when the item is faulty due to our error, such as a wrong item or damaged item. Item(s) must be returned together with proof of purchase.

Items That Cannot Be Returned

Several types of goods are exempt from being returned:

  • Perishable goods, such as food, flowers, newspapers, or magazines

  • Intimate or sanitary goods

  • Hazardous materials, flammable liquids, or gases

Frequently asked about non-returnable items: personalized products, bodysuits, lingerie, jewelry, beauty products, underwear, toiletries, event/party supplies, DIY supplies, pet supplies, and accessories.

If an item is not listed above, that does not automatically mean it is returnable. Please email frostairhelp@gmail.com for clarification.

Return Window

Our policy lasts 15 days from the delivery date, especially for fragile products. Returns requested after 15 days from delivery will not be accepted.

Important Notices

Do not send your return to the sender’s address on your package. That is not our return address and will delay or affect processing. We’ll provide the correct return address after you contact us.

Please make sure you don’t include non-FrostAir items by accident in your return package. We are not responsible for sending those items back.

If your items are eligible to return, they must be unworn, unwashed, undamaged, with original tags/packaging and any hygiene seals intact.

Additional Non-Returnable Items

  • Gift cards

  • Downloadable software/products

  • Some health and personal care items

To start a return, we require a receipt or proof of purchase. Please contact frostairhelp@gmail.com for authorization and instructions.

Return shipping: You are responsible for return shipping costs.

Refunds If Applicable

Once your return is received and inspected, we’ll email you to confirm receipt and notify you of approval or rejection of your refund.

1) Not 100% Happy With Your Order

If you’re dissatisfied for any reason, contact frostairhelp@gmail.com. Our team will review and provide next steps. Depending on the situation, we may offer up to a 100% refund of the item value, shipping value, or order value.

2) Damaged / Wrong / Missing Items

If the product is defective or not as advertised, keep the package’s shipping label and, if possible, record an unboxing video.

Email frostairhelp@gmail.com with:

  • Photos or video clearly showing the issue, taken on a flat surface with tags or defect visible

  • Your order number

  • The shipping label

Once confirmed, we’ll send replacements at no cost and you do not need to return the defective items. We use this information to improve quality control.

This warranty covers manufacturing defects only. It does not cover:

  • Damage caused by accident or improper care

  • Normal wear and tear

  • Color or material breakdown due to sun exposure

  • Aftermarket modification

Our refund or replacement window is 15 days from delivery. After 15 days, we cannot offer a full refund or replacement.

We cannot refund orders that function properly and match what you ordered.

3) Lost Packages

If your package appears lost in transit, we’re happy to replace it. If you prefer a refund instead of a replacement, we must wait 15 days to ensure the package does not still arrive.

For lost-package reports, please submit official carrier proof, such as a loss certificate or written status from your local post office.

4) Package Disposed of by the Post Office

We will resend orders that were disposed of when the address was valid and correct.

We cannot offer replacements, refunds, or credits for invalid addresses, recipients who have moved, or recipients who cannot be contacted if this causes delivery failure.

Canceling an Order

You can cancel your order within 6 hours of purchase on the same day:

  • Within the first hour: 100% refund of order value, excluding any tip voluntarily added by customers.

  • After 1 hour but within 6 hours: 70% refund of order value, excluding any tip. A 30% management, processing, and transaction fee applies.

You cannot cancel or modify an order once it has moved to advanced preparation or fulfillment.

Exchanges

We only replace items if they are defective or damaged.

To request an exchange for the same product, email frostairhelp@gmail.com.

Need Help?

Questions about your order, returns, or exchanges?

Email frostairhelp@gmail.com and our team will assist you.