Refund policy
Last updated: October 7, 2026
At Frosteam, we are committed to transparency, fairness, and a premium customer experience. This Refund & Return Policy reflects the pre-order nature of the Frosteam Harmony device and our announced shipping 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
Estimated shipping begins January 2027. If your order has not shipped by March 31, 2027, you may cancel it for a full refund (see Section 3).
2. Refunds During the Pre-Order Phase
Due to the production allocation and pre-order manufacturing process, orders are considered reserved units.
Outside the cases described in Sections 3 and 4, refunds during the pre-order phase are not guaranteed. Customers acknowledge the announced shipping timeline at the time of purchase.
3. Changes to the Estimated Shipping Date
If the estimated shipping date changes before your order ships, we will notify you by email. You can then choose to keep your order or cancel it for a full refund.
In all cases: if your order has not shipped by March 31, 2027, you are entitled to a full refund upon request, with no justification required.
Refunds are issued to the original payment method. Processing time may vary depending on your payment provider or financial institution.
4. Order Cancellation (Before Shipment)
You may request to cancel your order at any time before it ships by writing to sales@thefrosteam.com. Cancellation with a full refund is guaranteed in the cases described in Section 3; other requests are reviewed individually. Once an order has been prepared for shipment, it can no longer be canceled, and the return conditions in Section 5 apply.
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
Customers are responsible for return shipping, and a 15% restocking fee applies. Final sale items cannot be returned. Returns that do not meet these conditions may be refused.
6. Non-Refundable Situations
Except in the cases described in Section 3, 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 are issued to the original payment method. Processing time may vary depending on your payment provider or financial institution.
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