Returns & Refunds

Our returns policy

Generally, we'll be happy to exchange or refund anything you've bought for up to one month 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 one month ago, then you may be able to, but please email us about it first – a small restocking charge may also apply.

Extended Christmas returns

We know that you might need a little more flexibility over the festive period, so we’ll be happy to offer extended returns on everything you buy from the 1st November until the 25th of December. You’ll be able to return these until the end of January, but if you think you’ll need a little more time, then just email us at contact@freezeproshop.com and we’ll see what we can do to help. After all, finding all those Christmas presents is hard enough without us making your life any harder!

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 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 (for obvious reasons)
  • DVDs which have been opened

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, you should be able to return it to us. The manufacturer may need to inspect it first, but once we confirm that it’s faulty, we’ll be happy to refund or replace it.

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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