Refund policy
At FrostHaven, we want you to feel confident when purchasing furniture from us. If you are not satisfied with your purchase, eligible items may be returned within 30 days according to the conditions below.
30-Day Return Period
You may request a return within 30 days of receiving your order.
To begin a return, contact us at hello@frosthaven.us before sending the product back.
The return period begins when the order is delivered to the customer.
Return Eligibility
To qualify for a return, the product should:
- Be returned within the 30-day return period.
- Be in its original condition, except where damage or defects are the reason for the return.
- Not show unreasonable signs of use, misuse, alteration, or damage caused after delivery.
- Include original components and accessories when reasonably applicable.
- Be properly prepared for return shipment.
Because sofas and furniture are larger items, customers should take reasonable care when inspecting, handling, and preparing an item for return.
Items Damaged During Delivery
If your furniture arrives damaged, please contact us as soon as possible.
We may request photographs or other information showing the condition of the packaging and product so that we can evaluate the issue and determine the appropriate resolution.
Depending on the circumstances, the resolution may include a replacement, repair, or refund.
Please retain the original packaging when possible until the condition of the merchandise has been confirmed.
Incorrect or Defective Items
If you receive an incorrect item or an item with a manufacturing defect, contact us at hello@frosthaven.us.
We will review the issue and work with you to determine an appropriate solution.
Return Shipping
For returns based on a change of mind, preference, or other reasons not caused by a product defect or fulfillment error, the customer may be responsible for return shipping costs.
Original shipping charges are generally non-refundable for voluntary returns.
For products that arrive damaged, defective, or materially incorrect due to an error on our part, FrostHaven will review the circumstances and determine the appropriate shipping or refund solution.
Refunds
Once an approved return is received and inspected, we will process the applicable refund.
Refunds are generally issued to the original payment method.
The time required for the refunded amount to appear in your account may vary depending on the payment provider or financial institution.
Where a refund is required because FrostHaven cannot fulfill an order or cannot provide the merchandise as promised, the applicable refund will be handled in accordance with applicable requirements.
Exchanges
If you would like to exchange an item, please contact us before returning the product.
Depending on product availability, an exchange may be possible. If the requested replacement is unavailable, we may provide another appropriate resolution.
How to Request a Return
To request a return, please email:
Please include:
- Order number
- Customer name
- Product name
- Reason for the return
- Relevant photographs, if applicable
Do not ship a return to our business address until you have received return instructions from FrostHaven.
Non-Returnable Situations
A return may be declined when an item is returned outside the 30-day return period or has been materially damaged through misuse, improper handling, unauthorized modification, or other conditions unrelated to a manufacturing defect or delivery issue.
Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under applicable law.