Returns & Refunds – UK Version

At Frostpeak Limited, we ensure all our products are carefully inspected for quality before dispatch. If you receive a defective item, please rest assured that our returns process is straightforward. We apologise for any inconvenience caused.

What should you do if you receive a defective product?

If you are dissatisfied with your purchase, please follow these steps:

• Contact your sales manager via the website’s instant messenger or email within 30 days of receiving the item.
• Provide clear photos or videos showing the quality defect.

Once the defect has been confirmed (usually within 1 working day), we will process a refund to your original payment method or account balance without you needing to return the item.

If you are unable to provide photos or video, or if the evidence provided does not confirm a quality defect, all items must be returned in their original condition to qualify for a refund or exchange. Return shipping costs will be your responsibility.

Can I return or cancel my order for non-quality reasons?

• Cancellations are only permitted before dispatch. Once shipped, orders cannot be cancelled.
• If you request a return or exchange for reasons other than a quality defect, you will be responsible for both return and redelivery costs.
• Returns and exchanges are only accepted within 30 days of receipt.

You will receive a refund without returning the package if:

• The courier confirms the package is lost or damaged in transit;
• We have sent the wrong item, incorrect size, or incorrectly printed product.

Can I return items that are worn, damaged or have the labels removed?

Items must be returned in the same condition you received them: unused, unwashed, undamaged, with all original tags and packaging attached.

We cannot accept returns for items marked as non-returnable, or for complimentary/gift items.

Refunds

We will process your refund within 7 business days of confirmation.

Refunds will be issued to your original payment method. Please note that credit or debit card refunds may take an additional 3–7 business days to appear in your account.

Shipping and insurance charges are non-refundable.

Cardholders are eligible for refunds within 14 days of purchasing a product or service.

Important Reminder

Do not return items to the sender’s address shown on the package, as this is not our official returns address.

Before returning or exchanging items, please contact your sales manager first.

Only send returns to the address provided by your sales manager; sending items to any other address may delay or prevent your return from being processed.