Returns, Withdrawal and Refund Policy

Last updated: 21/10/2026

At Frostnova, we want our customers to be satisfied with their purchases. This policy explains how to request a return, cancel an order, or obtain a refund.

We ship worldwide. All returns and refunds are handled in accordance with this policy and the mandatory consumer protection laws applicable in the customer's country of residence.

1. 15-Day Voluntary Return Policy

In addition to any rights provided by applicable law, Frostnova offers a voluntary return period of 15 calendar days from the date the product is delivered.

To request a voluntary return, customers must notify us within this period and follow the return instructions provided by our customer service team.

Products should be returned in a condition that allows their nature, characteristics, and functionality to be checked. Where reasonably possible, products should be returned with their accessories and original packaging.

We will not automatically refuse a return protected by law solely because the original packaging has been opened or is unavailable. Where permitted by applicable law, a reduction in value may be taken into account if the product has been handled beyond what is necessary to establish its nature, characteristics, and functioning.

This voluntary return policy does not limit or replace any statutory rights, including legal withdrawal rights, warranties, repair, replacement, or refund rights applicable to the purchase.

2. Statutory Right of Withdrawal

Where European Union consumer law applies, customers generally have the right to withdraw from an online purchase within 14 calendar days of receiving the product, without giving a reason, unless a statutory exception applies.

Customers must notify us of their decision to withdraw within the applicable legal period. After notifying us, they generally have a further 14 calendar days to return the products, as required under applicable EU law.

For orders containing multiple products delivered separately, the withdrawal period will be calculated in accordance with the applicable legal rules, which may begin when the final product or shipment is received.

Customers exercising a statutory right of withdrawal will not be charged a withdrawal penalty.

3. Return Shipping Costs

For voluntary returns due to a change of mind, size, colour, personal preference, or another reason unrelated to a product defect or seller's failure to comply with the contract, customers are responsible for the direct cost of return shipping, provided this is permitted by applicable law and the customer was informed of this obligation before purchasing.

If a product is defective, damaged in transit, incorrect, or does not conform to the contract, Frostnova will cover the return costs legally payable by the seller and provide the remedies required by applicable law.

Return shipping costs may vary depending on the country of origin, package weight, and dimensions. Customers should contact our customer service team before sending a product back to receive the appropriate return instructions and address.

4. How to Request a Return

To request a return, please email:

support.frostnova@gmail.com

Please include:

• Your order number.

• The product you wish to return.

• The reason for the return, where applicable.

• Photographs or additional information if the product arrived damaged, is defective, or differs from the item ordered.

Our team will provide the relevant return instructions and return address.

Please do not send products to an unconfirmed address, as this may delay processing. This instruction does not restrict a customer's statutory right to notify us of a withdrawal within the applicable legal period.

5. Defective, Damaged, or Incorrect Products

If a customer receives a defective, damaged, incorrect, or non-conforming product, they should contact us so that we can assess the issue and provide an appropriate solution under applicable law.

Depending on the circumstances and applicable legislation, customers may be entitled to repair, replacement, a price reduction, contract termination, or a refund.

These statutory rights are not limited by the 15-day voluntary return period or the conditions applicable to voluntary returns.

We recommend reporting shipping damage as soon as reasonably possible and providing photographs where available. However, this recommendation does not remove or reduce any statutory consumer rights.

6. Exceptions to Returns and Withdrawal Rights

Certain products may be excluded from the statutory right of withdrawal where a legal exception applies and all relevant legal requirements are met.

Examples may include goods made to the customer's specifications or clearly personalised goods, certain perishable products, and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

These exceptions will only apply where legally valid for the specific product and transaction.

No exception will exclude any statutory rights a customer may have concerning defective products, lack of conformity, or other breaches of the seller's legal obligations.

7. Order Cancellations

Customers may request cancellation before their order has been dispatched.

Once an order has been dispatched, cancellation requests will be handled under the applicable statutory withdrawal rights and other relevant legal requirements.

If an order is already in transit, customers should contact us for instructions. This does not automatically remove any statutory withdrawal rights.

8. Refunds

Once a return has been approved, refunds will be issued using the original payment method unless another method is legally permitted and agreed with the customer.

Where a statutory right of withdrawal under EU law applies, we will refund the amounts legally due, including standard delivery charges where required. We are not required to reimburse additional delivery costs resulting from the customer's express choice of a more expensive delivery method where applicable law permits this.

Refunds will be processed within the applicable statutory deadline. Under EU withdrawal rules, the general deadline is 14 calendar days after we are informed of the customer's decision to withdraw. Where permitted by law, we may withhold the refund until we receive the returned goods or evidence that they have been sent back.

Additional processing times imposed by banks or payment providers may vary according to their procedures.

9. Exchanges

Customers wishing to exchange a product for another item, size, or colour should contact us at support.frostnova@gmail.com.

Exchanges are subject to product availability and any applicable statutory rights.

10. International Shipping and Applicable Consumer Law

This policy applies to orders placed with Frostnova regardless of the destination country, subject to mandatory consumer protection laws applicable in each jurisdiction.

International shipping does not exclude or restrict any statutory consumer rights that may apply in Spain, the European Union, the United Kingdom, or other countries.

Customers may contact us for return instructions and clarification of the conditions applicable to their order.

11. Contact Us

For questions about returns, cancellations, damaged products, or refunds, please contact:

Email: support.frostnova@gmail.com

Our customer service team will provide the information and instructions needed to process your request.