Return Policy

At FrozenHearts , we strive to provide you with high-quality products and exceptional customer service. We understand that sometimes returns are necessary, and we have established the following return policy to ensure a smooth and efficient process for both our customers and our company. Please read this policy carefully before making a purchase.

1. Eligibility for Returns
   1.1 We accept returns within 30 days from the date of delivery.1.2 To be eligible for a return, the item(s) must be unused, unworn, and in the same condition as when you received them. All original tags, labels, and packaging must be intact.1.3 The following items are not eligible for return:
   Items marked as “Final Sale” or “Non-Returnable”
   Items that have been altered, modified, or damaged by the customer
2. Return Process
   2.1 To initiate a return, please contact our customer support team at support@frozenhearts.co. Provide your order details, including the order number and the reason for the return.2.2 Our customer support team will guide you through the return process and provide you with a return authorization number (RMA) if your return is eligible.2.3 Once you receive the RMA, please securely package the item(s) and include all the necessary documentation, such as the original invoice or order confirmation.2.4 Ship the package back to us using a trackable and insured shipping method. The return shipping costs are the customer’s responsibility, except in cases where the return is due to a faulty or incorrect item sent by us.
3. Inspection and Refunds
   3.1 Once we receive the returned item(s), our team will inspect them to ensure they meet the eligibility criteria mentioned in Section 1.3.2 If the returned item(s) pass inspection, we will issue a refund to the original payment method used for the purchase. Please note that shipping charges, if any, are non-refundable.3.3 Refunds will be processed within 7 business days after the inspection is completed.3.4 In case the returned item(s) do not meet the eligibility criteria, we reserve the right to refuse the return and send the item(s) back to the customer. Return shipping costs for ineligible items will be the customer’s responsibility.
4. Exchanges
   4.1 We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined in Section 2 and place a new order for the desired item(s) separately.
5. Restocking Fee
   5.1 A restocking fee of 12% of the item’s purchase price may be applied to returns of eligible items.
6. Limitations and Exceptions
   6.1 We reserve the right to refuse returns or impose additional charges if we suspect any fraudulent activity or abuse of our return policy.6.2 Returns made outside of the specified return period may not be accepted unless otherwise agreed upon by our customer support team.6.3 Our return policy applies to purchases made directly from our website. If you have purchased our products from authorized retailers, please refer to their respective return policies.

Contact Us

If you have any questions or concerns regarding our return policy, please contact our customer support team at support@frozenhearts.co We are here to assist you and provide further clarification.