Return and Refund Framework

This policy outlines the protocols for returns, exchanges, and refunds for items bought from Frostalixo. Our processes are designed to align with consumer protection guidelines and the Personal Data (Privacy) Ordinance, known as the PDPO, of Hong Kong. We aim to offer clear rules regarding your transaction options, ensuring an equitable experience for everyone interacting with our platform.

Our operations are restricted geographically, meaning we serve consumers located exclusively within Hong Kong. Because we restrict our activities to this region, all logistical coordination, pickups, and billing transfers are completed within local boundaries.

Return Eligibility Window

We offer a 30-days return policy that begins exactly on the calendar date your package arrives at your destination address. If you wish to initiate an evaluation for a return, your initial communication must reach us within this 30-days window. Requests submitted after this timeline cannot be accommodated.

Please be aware that we do not accept returns, exchanges, or refunds due to a customer change of mind. We request that you review the physical specifications, dimensions, and operational requirements of our ice bath tubs before finalizing your order. Please complete a purchase only if you are entirely certain about your selection.

Damaged or Non-Conforming Items

If you receive a unit that has been physically compromised during transit, or if the model delivered does not match your purchase invoice, please notify our staff immediately. To begin the return process under these circumstances, follow these instructions:

1. Email Notification: Send an email to ice@frostalixo.com detailing the issue with your shipment.
2. Pickup Arrangement: Once we receive your message, we will organize a local courier to pick up the item directly from your doorstep.
3. Zero Surcharges: There are no collection costs or hidden fees for this service; the transport expenses for these specific returns are entirely handled by Frostalixo. We do not impose any restocking fees for units returned under these conditions.

Inspection and Evaluation Protocol

Once the returned unit arrives at our regional warehouse facility, it enters our standard evaluation queue. Our inventory management team requires precisely twenty-four hours to inspect the physical condition and structural integrity of the returned item. This step ensures that the item matches the issues described in your email correspondence.

Resolution Paths

Following the completion of our twenty-four-hour inspection phase, we will resolve the matter using one of the following methods based on stock levels and the condition of the item:

• Equipment Replacement: If the model is currently in stock, we will arrange for an identical replacement unit to be prepared and dispatched to your address following our standard logistical timeline.
• Transaction Reimbursement: If the physical damage is completely beyond repair, or if an identical equipment model is unavailable due to inventory limits, we will initiate a full refund.

Refund Mechanics and Timelines

Because our website operates strictly via Cash on Delivery protocols, we collect the full payment at your doorstep and do not maintain any records of your banking info. To complete a refund, our staff will contact you via email to request your local bank details.

Once you provide the necessary information, we will initiate a direct bank transfer for the full purchase amount. After the transfer is processed on our end, the funds typically require five to six business days to reflect in your account. The exact duration depends on the processing protocols of your local banking institution.

Support and Inquiries

If you have questions regarding our return criteria, or if you need assistance coordinating a pickup for a non-conforming item, please reach out to our team. Our support staff is available from 9:00 AM to 5:00 PM Hong Kong Time, Monday through Friday.

Please send all inquiries to ice@frostalixo.com. We look forward to assisting you and ensuring your experience remains straightforward and transparent.

Company Name: Frostalixo

Email: ice@frostalixo.com

Live Hours: Monday to Friday, 9 AM to 5 PM, HKT