Refund policy
Return & Refund Policy
At freeze-slushi, we want you to love what you ordered. If something is not right, this policy explains how returns, exchanges, and refunds work. By placing an order with us, you agree to the terms below.
1. Return & Exchange Window
You may request a return or exchange within 30 days of the delivery date of your order. To be eligible, items must be unworn, unused, in their original condition, with all tags attached and in their original packaging.
2. How to Start a Return
All returns and exchanges are handled by email. To start a request, contact us at contact@freeze-slushi.shop with your order number and the reason for the return. We do not use a third-party return portal.
Please do not send any item back before your request is approved. We do not publish a return address in advance; once your request is approved, we will email you the correct return address and instructions. Items sent back without prior approval may not be accepted.
3. Refunds
Once we receive your returned item, we will inspect it and notify you of the outcome. If approved, your refund will be processed to your original payment method within 5 business days of inspection. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Please note: this 5-business-day timeframe applies to standard (non-EU) returns. Customers in the European Union are covered by the 14-day rules described in Section 7 below.
4. Exchanges
If you would like a different size, color, or item, email us at contact@freeze-slushi.shop and we will guide you through the exchange. Exchanges are subject to product availability.
5. Sale Items
Items purchased on sale or with a discount code are generally not eligible for refund and may only be exchanged, except where the item is defective. This exclusion does not apply to consumers in the European Union: EU consumers keep their statutory right of withdrawal on sale items as described in Section 7, and the sale price is fully refundable in that case.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at contact@freeze-slushi.shop with photos and your order number. We will arrange a replacement or a full refund at no additional cost to you.
7. EU Right of Withdrawal (14 Days)
If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party you indicate, other than the carrier) acquire physical possession of the last item of your order. You may also exercise this right before the goods are delivered.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement sent to contact@freeze-slushi.shop. You may use the model withdrawal form at the end of this section, but it is not obligatory. To meet the withdrawal deadline, it is sufficient that you send your communication before the 14-day period has expired.
Effects of withdrawal. If you withdraw, we will reimburse all payments received from you, including the standard delivery costs (except any supplementary costs arising from your choice of a delivery type other than the least expensive standard delivery we offer). We will make the reimbursement without undue delay and no later than 14 calendar days from the day on which we are informed of your decision to withdraw. We will use the same means of payment you used for the transaction, and you will not incur any fees for the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest.
Returning the goods. You must send back the goods without undue delay and no later than 14 days from the day you communicate your withdrawal. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.
Exceptions. The right of withdrawal does not apply to goods that are made to your specifications or clearly personalized, sealed goods which are not suitable for return for health or hygiene reasons and were unsealed after delivery (for example, pierced earrings), and goods sealed for reasons of intimacy or sanitation once unsealed.
Model Withdrawal Form (complete and return this form only if you wish to withdraw from the contract):
- To: freeze-slushi, 30 N Gould St Ste R, Sheridan, WY 82801, United States, contact@freeze-slushi.shop
- I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
8. Contact
For any question about returns or refunds, email us at contact@freeze-slushi.shop. Our mailing address is 30 N Gould St Ste R, Sheridan, WY 82801, United States.