Refund policy
Consumable Products Coffee, Tea, Cacao, Pods, Mushroom Blends and Similar
All consumable products are perishable and final sale. We do not accept change-of-mind returns or returns of opened products.
Damaged, Defective or Incorrect Consumable Orders
If your consumable order arrives damaged, defective or incorrect, contact us at admin@frostveil-press.com with your order number and clear photographs of the issue. For the fastest resolution, report damaged, defective or incorrect consumable orders within 7 days of delivery. This request period does not limit any mandatory rights provided by applicable law. After review, Frostveil may provide a replacement, refund or store credit at our discretion.
Print-on-Demand Merchandise Apparel, Drinkware, Stickers, Hats and Similar
All print-on-demand merchandise is made specifically for each order. We do not accept returns or exchanges for buyer's remorse, incorrect size selection or incorrect color selection.
Damaged, Defective, Misprinted or Incorrect Merchandise
Damaged, defective, misprinted or incorrect print-on-demand products must be reported within 30 days of delivery. Contact us at admin@frostveil-press.com with your order number and clear photographs of the issue. Approved claims may receive a replacement or refund.
Do Not Send Unsolicited Returns
Do not send products to Frostveil Trading Company, an address shown on a shipping label, a fulfillment partner or any fulfillment facility without first receiving written authorization. Many approved claims for damaged or defective merchandise do not require a physical return.
Store Credit
Frostveil may offer discretionary store credit as a customer-service accommodation. Store credit is reviewed on a case-by-case basis and is not guaranteed.
Exceptions
Sale items and gift cards are not eligible for voluntary change-of-mind returns. This exclusion does not apply when an item is damaged, defective, misprinted or incorrect, and does not limit mandatory rights under applicable law.
European Union — Statutory Withdrawal and Guarantee Rights
If an eligible product is shipped to a consumer in the European Union, the customer generally has 14 days after delivery to notify us that they wish to withdraw from the purchase without giving a reason.
To exercise this right, contact admin@frostveil-press.com before returning anything. We will provide return instructions and the appropriate authorized destination. Do not send merchandise to Frostveil Trading Company, an address shown on a shipping label, or any fulfillment facility without written authorization.
Unless applicable law or our instructions state otherwise, the customer is responsible for the direct cost of returning a non-defective product. Where the statutory withdrawal right applies, Frostveil will reimburse the purchase price and the cost of standard outbound delivery. Additional charges resulting from an upgraded or express delivery method are not refundable.
We may withhold reimbursement until the returned goods are received or the customer provides evidence that they were sent back, whichever occurs first. Eligible reimbursement will be processed within the period required by applicable law.
Statutory exceptions may apply to certain rapidly perishable goods, opened sealed goods that are unsuitable for return for health or hygiene reasons, and goods made to the customer's specifications or clearly personalized. The fact that an item is produced on demand does not, by itself, necessarily make it legally personalized.
Nothing in this policy limits mandatory rights concerning faulty, damaged, misdescribed or incorrect goods. EU consumers may also have statutory guarantee rights that operate separately from the 14-day withdrawal right.
Refunds
Approved refunds will be initiated to the original payment method. After Frostveil initiates a refund, banks and card issuers may require up to 10 business days to post it. If 15 business days have passed since refund approval and the funds have not appeared, contact admin@frostveil-press.com. Different statutory timelines may apply to EU withdrawal requests and other mandatory consumer remedies.
Contact
For all return, refund or order questions: admin@frostveil-press.com