Refund policy
At Frostly, we want you to be completely happy with your Frostly Arctic Pro. This policy explains your legal rights as a UK consumer, plus the extra cover we offer on top of them. It applies to all orders placed at frostly.uk. As an online store, your purchase is a distance-selling contract, covered by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Your statutory right to cancel (14-day cooling-off period)
By law, you have the right to cancel your order for any reason, without giving us a justification, within 14 calendar days of the day you receive your item.
You are allowed to inspect and test the fan exactly as you would in a shop — that includes taking it out of the box and switching it on to see how it works. Doing this will not affect your right to a refund. We may only reduce your refund if the item has been handled more than was necessary to check it, and that handling has reduced its value.
To cancel, simply email us at [alexciocanbusiness089@gmail.com] within the 14-day period and let us know you'd like to cancel. You then have a further 14 calendar days to send the item back.
When you exercise this statutory right, we will refund the full price you paid plus the standard outbound delivery cost. We will issue your refund within 14 calendar days of receiving the item back, or within 14 calendar days of you providing proof that you've sent it, whichever happens first. Refunds are made to your original payment method.
60-Day Money-Back Guarantee
On top of your statutory rights above, we offer a voluntary 60-Day Money-Back Guarantee — because we're confident you'll love your Frostly Arctic Pro.
This means that even after the 14-day cooling-off period has ended, you can still claim a full refund for any reason within 60 calendar days of receiving your fan. To keep things simple, in most cases we won't ask you to post the item back — just email us and we'll arrange your refund. Where a return is needed, we'll provide instructions.
This guarantee is an additional, more generous offer. It never replaces or reduces your legal rights — if statutory protections give you a better outcome in any situation, those always apply.
Damaged, defective, or wrong items
Please check your order as soon as it arrives. If your fan is faulty, damaged in transit, or you've received the wrong item, email us straight away at [alexciocanbusiness089@gmail.com] with your order number and a photo if possible. We'll put it right with a replacement or a full refund, including any delivery and return costs. This is in addition to your rights under the Consumer Rights Act 2015, which covers goods that are faulty or not as described.
How to start a return
- Email us first at [alexciocanbusiness089@gmail.com] with your order number and the reason for your return. Please don't send anything back before contacting us — we won't be able to process returns that arrive without notice.
- We'll reply with confirmation and simple instructions.
- Send your item to:
[alexciocanbusiness089@gmail.com]
Exchanges
The quickest way to get a different item is to return the one you have for a refund and place a new order separately, so you're not waiting on the return to be processed first.
Questions
If you have any questions about returns or refunds, just email us at [alexciocanbusiness089@gmail.com] — we're happy to help.