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Returns & Refunds

Returns & Refunds

 Returns policy

We are happy to exchange or refund anything you've bought for up to 90 days from the date you receive it, so long as it’s in perfect, unused condition. If you'd like to return or exchange an item you bought more than 90 days ago, then you may be able to, but please email us about it first – a small restocking charge may also apply.

Returning or exchanging an item does not affect your statutory rights. You’ll find the official cancellation policy within full our Terms & Conditions.

Want to return something? 

On the back of the delivery note that's included with your order, you'll find your returns form. This outlines everything you need to know about the returns process, the information we’ll need from you and where you need to send it back to. If you can't find this form, just download it here, or get in touch on contact@freezeproshop.com and we'll email it over to you.

Who covers the cost of returning an item?

You’re responsible for the cost of returning items to us, but if you choose an exchange, we’ll be happy to cover the cost of shipping things back to you.

Items that you can't return...

  • Anything that’s missing its tags or isn’t in a perfect, new and unused condition, including all its packaging
  • Skis and ski bindings which have been mounted, because these will have been done to your specific requirements and can’t be resold
  • Underwear

Boardmasters Merchandise.

We realise that when ordering online, sometimes there are reasons why you may need to return your product. Our aim is to make this as painless as possible. You can return or exchange any goods bought from the Boardmasters website. You have 14 days of receiving your item to tell us of your intention to return your item. You then have a further 14 days to return the item. Simply fill out the form included with your parcel, then send the parcel to our returns department. We are unable to accept responsibility for returns damaged or lost during their return. Don't forget to keep your postage receipt in case your return gets lost on its way back to us. Exchange items are dispatched for free, although you do have to pay the return postage to get your package to us. If an exchange item you have requested is not in stock we will issue a refund back to your credit card, debit card or PayPal account.

Something not working? 

If you think your item’s faulty, please get in touch by emailing contact@freezeproshop.com and we’ll do everything we can to help. Make sure you email or get in touch with us before you send the item though.

If your item is still covered by the manufacturer’s warranty, we can facilitate your claim. The manufacturer may need to inspect it first, but once we confirm that it’s faulty, it will be repaired, replaced or refunded.

If it’s found not to be faulty, we wouldn’t be able to cover the cost of sending your item back to you, which is why it’s really important that you get in touch with us first. Don’t worry though, it’s pretty rare that this ever happens, and we’ll always do everything we can to help.

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