Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Return Eligibility:

To be eligible for a return, your item must:

  • Be unused and in the same condition as received.
  • Be returned in its original packaging.
  • Include proof of purchase or your order confirmation.

To request a return, please contact us at:

Email: frostlights.ca@gmail.com

Please do not send items back without contacting us first. Once your return request is approved, we’ll provide the appropriate return instructions and return address.

Return Shipping:

Unless the return is due to our error, a damaged item, or an incorrect product, return shipping costs are the buyer’s responsibility.

Original shipping charges (if any) are non-refundable.

Damaged, Defective, or Incorrect Items:

Please inspect your order upon delivery.

If your item arrives damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery and include clear photos of:

  • The product
  • The packaging
  • The shipping label

We’ll evaluate the issue promptly and arrange a replacement, repair, or refund where appropriate.

Custom & Personalized Orders:

Many of our products are handcrafted and made to order.

Custom-made or personalized items cannot be returned or refunded unless they arrive damaged, defective, or incorrect.

Exchanges:

If you’d like a different finish, size, or style, please contact us first.

Where possible, we’ll be happy to assist with an exchange. Additional shipping charges may apply.

European Union 14-Day Cooling-Off Period:

If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, in accordance with applicable consumer protection laws.

Items must be unused, in their original condition and packaging, and accompanied by proof of purchase.

Refunds:

Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:

Email: frostlights.ca@gmail.com