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If your order is not right for you, you can return it within 30 days of delivery and we pay for the return shipping. This policy explains how returns, refunds and exchanges work at Frozena.
At a glance
- 30 days to return an item, counted from the delivery date
- Free returns: we provide a prepaid return label or freight pickup
- Items must be unused, complete and in their original packaging
- Contact us first at support@frozena.shop to start a return
- Refunds go back to your original payment method within 5 business days of inspection
- No restocking fees
Return window
You can return an item within 30 days from the date it was delivered, for any reason. After 30 days we cannot accept a return, unless required by applicable law. This policy does not limit any rights you have under consumer protection law.
Condition of returned items
To qualify for a full refund, the item must be:
- Unused: not installed, not connected to a home electrical system, solar array or vehicle, and not cycled
- In its original packaging, including the shipping box, crate or pallet where applicable
- Complete, with all cables, brackets, hardware, manuals and accessories that came with it
- Free from damage that happened after delivery
- Accompanied by your order number
How to start a return
Email support@frozena.shop with your order number and the reason for the return. We reply with return instructions and a prepaid return label, or arrange a freight pickup for items shipped on a pallet.
Please do not send an item back without contacting us first. Lithium batteries must be shipped back in their original packaging following the carrier’s hazardous-materials rules, and our instructions explain how.
Return shipping
Return shipping is free within the United States. We provide the label or pickup, so you pay nothing to send the item back. The original shipping was also free, so nothing is deducted from your refund.
Returns go back to our US fulfillment center at 355 Brewer Lake Rd, Orrington, ME 04474, United States. Please use the label or pickup we arrange rather than shipping to this address yourself.
Inspection and refunds
When your return arrives, we inspect it and email you to confirm that it is approved. Approved refunds are issued to your original payment method within 5 business days of the inspection. Depending on your bank or PayPal, it can take a few more days for the refund to appear.
Partial refunds
If an item comes back used, installed, incomplete or with damage that was not present on delivery, we may offer a partial refund that reflects its condition. We always tell you the amount before processing it.
Damaged, defective or incorrect items
Please inspect your delivery when it arrives. If an item is damaged in transit, defective or not what you ordered, contact us within 30 days of delivery with your order number, a short description and photos of the item and packaging. We will arrange a replacement, repair or full refund at no cost to you.
Exchanges
We can exchange an eligible item for another model or configuration, subject to availability. Contact us to arrange it. If the price is different, we refund or charge the difference. If the item you want is not available, we offer a full refund instead.
Cancellations
You can cancel your order free of charge before it ships by emailing us with your order number. Once it has shipped, please follow the return process above.
Manufacturer warranty
Faults that appear after the 30-day return window may be covered by the manufacturer’s warranty. Contact us and we will help you with the warranty claim.
Contact us
- Emailsupport@frozena.shop
- Returns355 Brewer Lake Rd, Orrington, ME 04474, United States
- BusinessTamar View, Avery Way, Saltash PL12 6LD, United Kingdom