Refund policy

REFUND & RETURN POLICY 

Last updated: 17 September 2025

1. ELIGIBILITY & DEADLINES
   • Change of mind: request within 14 days of delivery. Items must be unused, unworn, unwashed, and in original packaging with all tags/accessories.
   • Damaged/defective: notify us within 7 days of delivery and include clear photos/video of the item and the outer packaging (shipping label visible). To maintain the integrity of our insurance claims, a continuous, unedited unboxing video is strictly mandatory for all damange or missing items report. The video must start with the sealed parcel showing the shipping label and continue through the entire opening and inspection process, plus your order and tracking numbers.
   • Missing/incorrect items: notify us within 24 hours of delivery and provide unboxing photos/video clearly showing the unopened shipping label and the items received.
   • Non-returnable (if defective we'll evaluate the issue): customized/personalized items (e.g., watches), hygiene-sensitive items once opened (e.g., earrings), and final-sale/clearance items stated as such on the product page.

2. RETURN AUTHORIZATION (RMA REQUIRED)
   Do not send items back without authorization.
   Step 1: Email contact.frostwrist@gmail.com with subject “Return – [Order #]”.
   Step 2: We’ll reply with your RMA number and the correct return address.
   Step 3: Ship the item within 7 days of RMA issuance and keep a trackable receipt.
   Unauthorized or misrouted returns may be refused or returned to sender at your expense.

3. COSTS & DEDUCTIONS
   • Customer pays return shipping for change-of-mind returns.
   • If we request a return for our error, we cover or reimburse reasonable postage.
   • Original shipping fees, insurance, and any customs/duties/taxes are non-refundable.
   • A restocking/handling fee up to 15% may apply to non-defective returns that pass inspection.

4. REFUND METHOD & TIMING
   • Refunds are issued to the original payment method after the return is delivered and inspected (3–5 business days).
   • Your bank/card may take 3–10 business days to post funds.
   • Items not meeting eligibility (used, missing parts, altered, no RMA) may be returned to you at your expense and not refunded.

5. EXCHANGES
   For a different size/color, please place a new order and return the original item under this policy.

6. SHIPPING ISSUES
   • Lost in transit: if tracking shows no movement for 30 days (domestic) or 60 days (international), we can reship once or refund.
   • Delivered but not received: if tracking confirms delivery, check with the carrier, household, and neighbors. We’re not liable for theft after delivery confirmation, but we’ll assist with a carrier claim where possible.
   • Address errors, refused or unclaimed parcels: we can reship (additional shipping cost) or refund after the parcel returns to us, minus original shipping, any duties/taxes, and a 15% handling fee.

7. WARRANTY (MANUFACTURING DEFECTS)
   Covers manufacturing defects for 30 days from delivery. Excludes wear and tear, accidental damage, loss, and third-party alterations. File claims via email with photos/video.

8. CUSTOMS, DUTIES & TAXES
   Import duties, taxes, and brokerage fees may apply on international orders and are the customer’s responsibility. Refusals due to unpaid charges are handled per Section 6.

9. EU/UK CONSUMER RIGHT OF WITHDRAWAL
   EU/UK consumers may withdraw within 14 days from the day after delivery, without reason.
   How to exercise: email contact.frostwrist@gmail.com clearly stating your withdrawal and order number. Send goods back within 14 days of your notice. You pay return shipping. We refund the product price (and, where applicable, the least expensive standard delivery) within 14 days of receiving the goods or acceptable proof of return.
   Exceptions: customized/personalized goods and sealed hygiene items once opened.

10. FRAUD & VERIFICATION
    We require CVV and address verification (AVS). Orders flagged as high-risk may be cancelled and refunded. We may require 3-D Secure/SCA. We do not ship to alternative addresses without additional verification, and we may refuse shipment to PO boxes/lockers for high-value orders.

11. AGREEMENT TO POLICY
    By placing an order, you acknowledge you have read and agree to this Policy and our Terms. A copy of the policy version and timestamp of acceptance may be stored with your order.

12. PROOF REQUIREMENTS FOR CLAIMS
    For claims of missing/incorrect items, customers must contact us within 48 hours of delivery and provide unboxing photos/video showing the unopened shipping label and the items received.

13. HYGIENE-SEALED ITEMS
    For hygiene-sensitive items (e.g., earrings), returns are accepted only if the factory seal is intact. If unsealed after delivery, the item is not eligible for return unless defective.

14. SIGNATURE & DELIVERY CONFIRMATION
    Orders over €200 / $200 ship with signature required. Delivery confirmation by the carrier (scan, GPS, recipient name and/or signature) is deemed proof of delivery.

15. UNDELIVERABLE / REFUSED / UNCLAIMED
    If a parcel is returned as undeliverable, refused, or unclaimed, we may reship (additional postage) or refund after receipt at our facility, minus original shipping, duties/taxes, and a 15% handling fee.

16. UNAUTHORIZED RETURNS
    Returns sent without an RMA or to an incorrect address may be refused or returned to sender at the customer’s expense.

17. CONTACT
    Email: contact.frostwrist@gmail.com