Refund policy

Effective date: April 30, 2026

We want you to feel calm and confident with Frozio. If something isn't right, we're here to help.

1. 30-Day Comfort Guarantee

You may request a refund within 30 days of delivery.

We understand that Frozio is meant to be used in real life — during work, rest, wind-down routines, or whenever head pressure starts to build.

If Frozio does not feel right for you, email us at hello@getfrozio.com with your order number and reason for return. We'll review your request and help with the next step.

To be eligible, the product must be returned in reasonable condition, with no damage caused by misuse, improper care, or excessive wear.

2. Items Not Eligible for Refund

Refunds are not available for:

Items damaged by misuse, improper freezing, washing, heating, or handling
Items with excessive wear, stains, odors, or hygiene concerns
Items returned without approval
Orders outside the 30-day refund window

3. Damaged, Defective, or Wrong Item

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with your order number and clear photos.

After review, we'll arrange a replacement or refund.

4. How to Request a Refund

Email hello@getfrozio.com with:

Your order number
Reason for return
Photos, if the item is damaged, defective, or incorrect

We'll confirm the next steps and provide the return address if a return is required.

Once the item is received and inspected, we'll notify you of refund approval.

5. Refund Method

Approved refunds are issued to your original payment method.

Processing times depend on your bank or card issuer, typically 5–10 business days after we process the refund.

6. Return Shipping

Return shipping is the buyer's responsibility unless the return is due to our error, a confirmed defect, or the wrong item being delivered.

Original shipping is free on eligible Frozio orders and is not charged separately at checkout.

7. Late or Missing Refunds

If you haven't received a refund after our confirmation, first check with your bank or card provider.

If you still haven't received it after 15 business days, contact us at hello@getfrozio.com.

8. European Union Cooling-Off Period

If your order is shipped into the European Union or European Economic Area, you may have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, subject to applicable consumer protection laws. EU guidance also says the customer is generally responsible for return postage during the 14-day cooling-off period unless the seller offers to pay or failed to disclose the cost before purchase.

To exercise this right, email hello@getfrozio.com before the withdrawal period expires.

Returned items should be sent back in suitable condition with proof of purchase. You are responsible for return shipping costs unless the item is defective or incorrect.

9. Contact

Email: hello@getfrozio.com

Frozio
1910 Thomes Ave
Cheyenne, WY 82001
USA