Terms & Conditions

Terms & Conditions

Welcome to our Terms and Conditions page. Here you’ll find all the important fine details involved in buying something from Freeze.

It’s really important to us that you have a great experience shopping online or in the store, and a big part of that comes from making sure that we’re totally transparent and clear about the service you should expect when you do.

With that in mind, we’ve tried to keep things simple, in plain English, and easy to understand. But, if you have any questions, please get in touch and we’ll be happy to answer them.

Here’s what we’ll cover…

1. Who we are
2. Where you’ll find us
3. Buying something

3.1 Making a purchase
3.2 Making a payment
3.3 Credit card security
3.4 Tax
3.4.1 UK & EU
3.4.2 USA
3.4.3 Other non-EU countries
3.5 International currency pricing
4. After you've completed your purchase
4.1 Confirmation of order
4.2 Confirmation of dispatch
5 If there’s a problem with your order
5.1 Stock availability
5.2 Item descriptions, images and pricing
5.3 Geographical restrictions
5.3.1 Rip Curl
6. Shipping and delivery
6.1 What to do if your order doesn’t arrive
6.2 Checking your delivery when it arrives
7. Once your order has arrived
7.1 Cancelling your order
7.2 Returning your item
7.3 Processing your refund
7.4 Your product guarantee
7.5 Making a warranty claim
7.5.1 Oakley warranty claims
8. Other Freeze products and services
8.1 Gift vouchers
8.2 Ski mounting
9. Ordering from Russia
10. Data and privacy policy
10.1 Cookies on freezeproshop.com
10.2 Cookies for remarketing
11. Dangerous sports disclaimer

Okay, let’s get started…

1. Who we are

We’re Freeze Pro Shop – your snow, surf and outdoor store.

Based in Edinburgh, Scotland, we’re proud to be the local shop with the global reach – shipping to tens of thousands of satisfied customers, worldwide, every year.

We care what every customer thinks of their experience with us, and you can see how well we’re doing over on Trustpilot.

2. Where you’ll find us

If you want to come visit or call, email or write to us, you’ll find us at…

Freeze Pro Shop, 8 South Gyle Crescent Lane, EH12 9EG, United Kingdom.

Call: +44 (0)131 260 9677

Email: contact@freezeproshop.com

Freeze Pro Shop Limited is a Registered Company in Scotland, Reg No: 252962.

Our official website address and online home is www.freezeproshop.com.

3. Buying something

3.1 Making a purchase

Buying something on freezeproshop.com is as easy as 1, 2, 3…

  1. Just browse our store, choose the items you want in the size and colour that you need, and add them into your Shopping Basket. You can select as many items as you like.
  2. After you have finished your selection, click on the Basket at the top right of the page. Here, you can remove any items you don’t want, update your order, select your delivery option and apply any discount codes you might have.
  3. Once you’re ready to buy, select ‘Pay Securely’ and you’ll be asked for a few more address and payment details before finishing up.

If you’re ordering from Russia, please check out Section 9.

3.2 Making a payment

We accept Paypal, as well as Visa, Mastercard, Switch and American Express payment cards, and Freeze Pro Shop Gift Vouchers, as payment for your chosen products.

3.3 Credit card security

Your data security and peace of mind is a top priority for us, that’s why we take your payment using the SagePay PROTX fully secure server. When you place an order on our site, your credit card numbers are encrypted using 128 bit encryption. They’re only decrypted after they reach SagePay and we don’t hold them, ever.

3.4 Tax

Freeze Pro Shop is a VAT registered company in the UK and our VAT Registration Number is: 817093232.

3.4.1 UK & EU

For all customers placing orders shipping to within the European Union, all item prices shown include Value Added Tax (VAT) at 20%. This means that the price shown on your order total will be the final price you pay, delivered to you.

3.4.2 USA

Your prices will appear tax free in our online store and you will pay no tax to the UK government. US Customs have recently raised the Duty-Free limit, so orders under $800 will not be subject to any import duties or tax at all. Above $800 you may have some import duty or tax to pay, which will vary depending on the state you live in.

3.4.3 Other non-EU countries

Your prices will appear tax free in our online store and you will pay no tax to the UK government. You may have to pay tax or import duty when the product arrives in your country, so please check with your local customs authority how much you might have to pay before you make a purchase.

3.5 International currency pricing

All products on freeproshop.com website are listed in GBP as standard. For listings displayed in other currencies, we use a daily currency exchange rate from the European Central Bank to convert the GBP price to your specified currency.

The price shown is for indication only as Paypal, your Credit Card supplier or Bank will charge your account at their chosen exchange rate on the day that the payment is processed by them. Freeze Pro Shop cannot be held responsible for any variation in price that may occur when transactions are charged to your card or account.

4. After you've completed your purchase

4.1 Confirmation of order

We’ll send you an order confirmation email first, to make it clear that we’ve received your email and we’re working on it. It gives us the opportunity to check that everything’s okay with your order before a contract exists between us.

4.2 Confirmation of dispatch

Once we know that everything’s okay with your order, the item’s in stock and we can ship it to your location, we’ll get it packed up and sent out to you. When it leaves, we’ll send you a dispatch notification to let you know that your item has been shipped. This email will contain any tracking codes you need to keep track of your order as it finds its way to you. This dispatch notification is the communication that initiates the contract between us.

5 If there’s a problem with your order

5.1 Stock availability

We make every effort to keep our online stock levels up-to-date. Our website updates with our live stock position approximately every 30 mins for any changes we may have made. In the unlikely event that you order something that has sold out or gone out of stock, we’ll always offer you a full refund. Of course, you’ll also have the choice to wait for the item to come back into stock or choose an alternative.

5.2 Item descriptions, images and pricing

We make every effort to ensure that our product listings are correct, listed at the right price, described and pictured accurately. However, in some isolated cases, we may find that we can’t supply a product that 100% matches the one you have ordered.

Whenever this happens we’ll always contact you to offer you an alternative product or refund. Unfortunately, we cannot be held liable for being unable to fulfil the exact order that you have made.

In some cases, products may, in reality, look slightly different in colour or texture to how they appeared in the images on your monitor or screen. While we do our best to prevent this from happening and will always work with you to find a solution, we can’t be held responsible for variations in how colours or textures appear across all screens and devices.

Freeze Pro Shop reserves the right to change descriptions, pictures and prices at any time and without prior notice.

5.3 Geographical restrictions

Despite our best efforts, some brands do place restrictions on which countries we can and cannot ship their products to. We’ll always make every effort to update product descriptions with details of any geographical restrictions that apply.

If you order a product from us that is restricted in your region, we’ll always get in touch to let you know, and to offer you a refund or alternative.

5.3.1 Rip Curl

Our supplier, RIP CURL EUROPE S.A.S, is the exclusive licensee of the RIP CURL brand for the European territory only. Therefore we are unable to ship any RIP CURL product outside of Europe. Please get in touch if you have any questions about whether your country is restricted.

6. Shipping and delivery

For detailed delivery information please visit www.freezeproshop.com/shipping

6.1 What to do if your order doesn’t arrive

When you place an order, we’ll always give you an indicative delivery date. If the indicative date on your confirmation email has passed and you still haven’t received your order, please drop us an email to contact@freezeproshop.com and we’ll look into it for you.

6.2 Checking your delivery when it arrives

If your delivery requires a signature, it’s really important that you check the box or package thoroughly before you sign for it.

If the package is in any way damaged, please refuse to accept the delivery and contact us straight away.

If the product is damaged in transit and you sign for it then you will not be able to claim a refund or insurance to cover it.

By signing for your order, you’re certifying that the goods were received in good condition.

7. Once your order has arrived

7.1 Cancelling your order

If you change your mind, you can cancel or return your order for a full refund, without charge, any time up to 30 days after your order is received by emailing contact@freezeproshop.com and returning your items with the Returns Form that’s included within your package.

We may also be able to exchange or refund items that are returned after 30 days, as long as they’re in perfect condition. A small restocking charge may apply.

Unfortunately, you can’t cancel ski orders if you have requested that we mount the bindings to the skis for you, because this involves drilling holes in the bindings specific to your requirements.

This does not affect your statutory rights.

7.2 Returning your item

Simply return your items by filling in the Returns Form that comes included with your delivery and sending them back to the addresses below:

Freeze Pro Shop, 8 South Gyle Crescent Lane, Edinburgh, EH12 9EG.

Unfortunately, we can’t cover the cost of returning items so you will be liable postage.

We also can’t cover the cost of returned items that are lost in the post, so please make sure to use some form of registered “signed for” delivery when returning your items.

Check out the full Returns process over on our Returns page.

7.3 Processing your refund

Providing that your goods are returned to us in perfect condition, we’ll do our best to refund you within three business days of receiving them. During busy periods this can take a bit longer, but it will always be done within five business days.

7.4 Your product guarantee

All products sold on freezeproshop.com are covered by a minimum 1 year Manufacturer’s Guarantee for defects in manufacture and materials. This does not affect your statutory rights.

Most ski and snowboard equipment must be fitted and checked by an authorized dealer or similar expert and Freeze Pro Shop will not guarantee the safety of any product set up or fitting work that’s carried out by any external third party.

7.5 Making a warranty claim

If you think your item’s faulty and it’s still covered by the manufacturer’s warranty then we should be able to help you to have it replaced or refunded.

Please contact us for a returns authorisation before sending it back to us. Once we receive your product, it’ll need to be inspected by the manufacturer before we can arrange your refund or replacement.

If it’s found to be faulty, we’ll cover your return costs and send any replacement items out to you free of charge.

If your item is found not to be faulty then we may have to charge for any reposting costs and will be unable to cover your return costs.

7.5.1 Oakley warranty claims

Oakley eyewear warranty claims MUST be sent directly to them with a covering letter and proof of purchase to:

Oakley UK, FREEPOST ANG6112, Icon House, Iceni Court, Letchworth HERTS SG6 1GD.

8. Other Freeze products and services

8.1 Gift vouchers

Gift Vouchers are available in-store and online and can be used for one year from the date of purchase.

8.2 Ski mounting

Some online ski shops won’t mount bindings to your skis for you without having your boots present, due to concerns over legal liability.

At Freeze, we’re happy to mount your bindings to your skis for you, but we do so with the following very strict criteria and guidelines:

  1. We’ll only mount your bindings if you buy both the bindings and the skis from us
  2. You can't cancel a ski order if we’ve already mounted the bindings to them
  3. If we do not have your boot, and you select the wrong boot size or mounting point, we can’t be held be held responsible for errors made
  4. If we do not have your boot, you MUST have forward pressure and toe height adjusted by a competent qualified binding technician with your boots present

Freeze Pro Shop cannot be held liable for this or any injury occurred whilst using skis that we have mounted without your actual boot being present at the time of mounting.

9. Ordering from Russia

Due restrictions on shipping into Russia, we have a slightly different order process for our Russian customers.

  1. First of all, please contact us by email on contact@freezeproshop.com
  2. We’ll give you the details of how to arrange parcel forwarding with AlfaParcel.
  3. Once you’ve agreed a price and shipping terms are agreed with AlfaParcel, we’ll arrange for you to purchase the products.
  4. Once we have confirmation that the products have left the UK with AlfaParcel, we’ll refund the VAT directly to you at 20% of the order value.

10. Data and privacy policy

We take data protection and privacy very seriously. You can check out our full data and privacy policy here.

11. Dangerous sports disclaimer

Skiing, Snowboarding, Surfing and other associated activities are extremely dangerous sports. Participating in them may lead to the serious injury or death of yourselves and others.

Freeze accepts absolutely no liability for any such injuries, deaths or other costs incurred while using products purchased from Freeze Pro Shop.