Return Policy – FrostCoolNie

Effective Date: January 4, 2025

At FrostCoolNie, we strive to provide our customers with high-quality electronics and exceptional service. We understand that sometimes products may not meet your expectations, and we want to make the return process as easy and hassle-free as possible. This Return Policy outlines the steps and conditions for returning items purchased from our website, www.frostcoolnie.com.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Timeframe: Returns must be initiated within 30 days from the date of receipt of your order. After 30 days, we unfortunately cannot offer a refund or exchange.
  • Condition of Items: The item must be in new, unused condition with all original packaging, accessories, and tags still intact. Items that have been used, damaged, or altered in any way are not eligible for return.
  • Proof of Purchase: A valid proof of purchase, such as your order confirmation email or receipt, is required to process the return.

2. Non-Returnable Items

The following items are not eligible for return:

  • Gift cards
  • Downloadable software, digital content, or services
  • Personalized or customized items
  • Opened or used items (e.g., headphones, earbuds, or electronics with personal data)
  • Clearance or final sale items

3. How to Return an Item

To return an item, please follow these simple steps:

  1. Contact Us: Email us at info@frostcoolnie.com with your order number, the item(s) you wish to return, and the reason for the return. Our customer service team will assist you in initiating the return process.

  2. Return Authorization: Once your return request is reviewed, we will issue a Return Authorization (RA) number and provide you with the return shipping address and instructions.

  3. Prepare Your Return: Pack the item securely in its original packaging, including all accessories, manuals, and any other items that came with it. Make sure to include the RA number in your return package.

  4. Ship the Item Back: Ship the return package to the address provided by our customer service team. You are responsible for the return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service to ensure the item is safely returned.

4. Refunds and Processing Time

Once we receive your returned item and confirm that it meets the return eligibility criteria, we will process your refund or exchange within 7–10 business days. The refund will be issued to the original payment method used for the purchase. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider.

  • Refunds: If you are eligible for a refund, it will be for the amount of the product minus any applicable restocking fees (see section 5).
  • Exchanges: If you prefer an exchange for a different product, please contact us to initiate the exchange process. If the new product is of higher value, you will be required to pay the price difference.

5. Restocking Fees

Certain items may be subject to a restocking fee of up to 15% of the purchase price. This fee will be deducted from your refund. Restocking fees apply to items that are returned in used or opened condition, or if the product is returned without original packaging.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of receiving your order. We will arrange for a replacement, repair, or full refund, depending on the nature of the issue. In these cases, we will cover return shipping costs.

To expedite the process, please provide photographic evidence of the damage or defect when you contact us. We will work with you to resolve the issue as quickly as possible.

7. Return Shipping Costs

  • Return Shipping Costs for Change of Mind: You will be responsible for the cost of return shipping if you are returning an item due to a change of mind or personal preference.
  • Return Shipping Costs for Damaged/Defective Items: If your item was damaged or defective upon arrival, FrostCoolNie will cover the return shipping costs.

8. International Returns

For international orders, customers are responsible for all shipping fees, customs duties, and taxes associated with returning items. We recommend using a trackable shipping service to ensure the safe return of the product.

9. Exclusions

The following items are not eligible for return:

  • Items that have been used or are no longer in their original condition.
  • Personalized or customized products.
  • Products marked as non-returnable in the product description.

10. Contact Us

If you have any questions or need assistance with a return, please feel free to reach out to our customer service team. We are here to help!

  • Email: info@frostcoolnie.com
  • Phone: 505-233-4949
  • Address: 1836 Byrd Lane, La Mesa, New Mexico, United States
  • Website: www.frostcoolnie.com

Thank you for shopping with FrostCoolNie. We are dedicated to providing exceptional service and making your shopping experience as easy and enjoyable as possible!