Refund policy

Effective Date : February 20 2025

At Frosteam, we are committed to transparency, fairness, and a premium customer experience. This Refund & Return Policy is specifically designed to reflect the pre-order nature of the Frosteam device and our announced fulfillment timeline.

1. Pre-Order Nature of the Product (Important)

The Frosteam Harmony device is currently sold as a pre-order product and is not in immediate stock at the time of purchase.

By placing an order, you acknowledge and agree that:

Your order is a pre-order
Production and inventory fulfillment are in progress
Shipping will begin only after inventory arrival and fulfillment preparation

Current inventory arrival is scheduled for Q4 2026, with pre-orders expected to ship before the end of 2026 and no later than March 31, 2027 (Q1 2027)

2. Refund Policy During the Pre-Order Phase

Due to the production allocation and pre-order manufacturing process, orders are considered reserved units.

As a result:

Refunds are not guaranteed during the active pre-order production phase
Customers acknowledge the announced fulfillment timeline at the time of purchase

However, Frosteam remains committed to fair treatment of all customers.

3. Delays Beyond the Announced Timeline

If fulfillment is delayed beyond the end of 2026, we will keep customers informed of the updated schedule.

In all cases: if your order has not shipped by March 31, 2027, you are entitled to a full refund upon request, effective April 1, 2027 — no justification required.

Refunds under this guarantee are processed to the original payment method within 5–15 business days.

This clause ensures fairness while maintaining operational stability for a pre-order product.

4. Order Cancellation (Before Shipment)

Cancellation requests may be submitted before the order enters the shipping phase.

Please note:

Once an order has entered fulfillment or has been prepared for shipment, cancellation may no longer be possible
Excessive or last-minute cancellation requests may be subject to administrative review due to inventory allocation

5. Returns After Delivery

Once the product has been delivered, customers may request a return within 14 days of receipt.

To be eligible:

The product must be unused
In original condition
In original packaging
With all original accessories included
Return rules summary Returns accepted for 14 days
Customer provides return shipping 15% restocking fee
No final sale items

Returns that do not meet these conditions may be refused.

6. Non-Refundable Situations

Refunds may not be granted in the following situations:

Change of mind during the pre-order waiting period
Misunderstanding of clearly stated pre-order timelines
Delays caused by carriers, customs, or external logistics factors
Incorrect shipping address provided by the customer

7. Defective or Damaged Products

If your product arrives defective or damaged, you must contact us within 7 days of delivery with:

Photos of the product
Photos of the packaging
Order number

After verification, we will offer a replacement, repair, or refund where appropriate.

8. Refund Processing

Approved refunds will be issued to the original payment method.

Depending on the payment provider and banking institution, refunds may take 5 to 15 business days to appear on your statement after processing.

9. Return Shipping Costs

Return shipping fees are the responsibility of the customer unless:

The item is defective
The item was damaged in transit
An error occurred on our part

Original shipping fees are non-refundable unless required by applicable consumer protection laws.

10. Policy Updates

Frosteam reserves the right to modify this Refund & Return Policy at any time to reflect operational, legal, or production updates. Any changes will be published on our website.

For any questions or concerns, please contact our customer service at sales@thefrosteam.com