Return & Refund Policy
Since all our products are made-to-order, we are not responsible for refunds or exchanges due to general dissatisfaction, incorrect fit issues or misunderstanding. Buyers assume all risks when choosing the product, style and fit of their purchase. To better help you in choosing the right size, we have made available a size guide in each product page. Check on product details to find your best fit. Also the title, description, quality and materials of the product were clearly stated in the product details.
Order Modifications or Cancellation
Since all our products are made-to-order after your order has been placed, you have 24 hours to contact our customer service team and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
At GearFrost, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully it is rather unusual but, if it is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order on the affected items. All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item.
Order not received
If your item has not arrived within 60 days after having ordered, contact our customer service team for a free replacement order or a full refund of your purchase.
If an order is lost in transit, we will replace it. You will be provided a tracking number and this is what we use to determine if an order has been lost in transit or delivered.
Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.
Since your order is made-to-order just for you, we are not responsible for refunds or exchanges due to incorrect shipping address issues. We only ship to the address indicated in your.
If a package is returned to sender by the shipping courier, please contact us and we will reship the package to you for a small fee after an address verification is complete.
Our return policy lasts 7 days from the date you receive the product ( IE sign over from your local postal service). If 7 days have gone by since, unfortunately we can’t offer you a refund or exchange.
To be eligible for returns, product must be from one of the following:
- Mixed up
- Fault on arrival (wrong size,wrong design, wrong item)
- Not as described as on product page
- The product itself or the printing is defective
- The final product is different than the one you ordered
Please make sure that:
- The product was received in the last 7 days
- The product is unwashed, unworn and unused
- The product must also be in the original packaging
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. If you are unhappy with your purchase, please contact our customer service team immediately and if we have made a mistake, we will make it right through either refund, store credit or replacement, depending on the situation.
GearFrost does not provide prepaid returns shipping labels and returns shipping is at the customers expense.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use.
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 7 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Shipping and handling is non-refundable on product returns, unless you received a damaged product or incorrect product, in which case buyers must send the item back to our warehouse and we will process a full refund, including the original shipping cost.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, send us a requirement email at firstname.lastname@example.org.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.