Refund and Returns Policy for Froostgearnie Watches

Effective Date: January 4, 2025

Thank you for shopping with Froostgearnie! We strive to offer the best in quality, design, and customer service, and we hope you are completely satisfied with your Froostgearnie timepiece. However, we understand that sometimes things don’t go as planned, and you may wish to return or exchange your purchase. This Refund and Returns Policy explains how we handle returns, refunds, and exchanges for our products.

Please read this policy carefully, as it outlines your rights and responsibilities in relation to the return of products purchased from Froostgearnie. By placing an order with Froostgearnie, you acknowledge and agree to this policy.

1. General Overview

At Froostgearnie, customer satisfaction is a top priority, which is why we offer a 30-day return and exchange policy. We aim to make the return process as simple and hassle-free as possible. Our goal is to ensure that you are happy with your purchase, whether that means receiving a full refund, an exchange, or a repair under warranty.

If for any reason you are not fully satisfied with your purchase, we offer a flexible return and exchange process to help resolve the issue. Below, we explain the steps involved in returning or exchanging products, as well as our refund process.

2. Eligibility for Returns and Exchanges

To qualify for a return or exchange, the following conditions must be met:

  • Timeframe: Returns must be initiated within 30 calendar days from the date you received your product. This is a strict policy, and items received after 30 days from the date of delivery will not be accepted for return or exchange.
  • Condition of the Product: The product must be in new, unused, and unworn condition with all original packaging, tags, and accessories (if applicable). We ask that you return the item in the condition it was received, including any protective materials like plastic wrapping or protective case.
  • Return Authorization: All returns require prior authorization. You must contact our customer service team to request a return and receive a Return Authorization Number (RAN). Products returned without prior authorization or a valid RAN will not be accepted and may be returned to the customer at their expense.
  • Non-Returnable Products:
    • Personalized or customized watches (including engravings) are non-returnable unless defective or damaged upon arrival.
    • Gift cards, promotional items, and items purchased during limited-time sales or clearance events are not eligible for return or exchange.
    • Watches or accessories that show signs of wear, damage, or modification are also ineligible for return.

3. Initiating a Return or Exchange

If you would like to initiate a return or exchange, please follow the steps below:

Step 1: Contact Froostgearnie Customer Service

  • Email us at info@froostgearnie.com or call us at (828) 626-3812. Our customer service team is available from 9:00 AM to 6:00 PM (Eastern Standard Time) Monday through Friday.
  • When contacting us, please include the following information:
    • Order number
    • Product name and description
    • Reason for the return or exchange (if applicable)
    • Whether you are requesting a refund, replacement, or exchange for another item

Step 2: Return Authorization (RAN)

Once we receive your request, we will review it and issue a Return Authorization Number (RAN) if the return is approved. You will also receive detailed instructions on how to return the item to us.

Step 3: Pack and Ship the Item

  • Original Condition: Carefully package the item in its original box with all tags, protective materials, and accessories. We recommend using the original packaging for safe return shipping.
  • Return Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a defect, mistake in the order, or damaged goods upon receipt.
  • Shipping Carrier: We suggest using a reliable shipping carrier with tracking and insurance to protect the item during transit. Froostgearnie is not responsible for lost or damaged returns that are shipped without tracking or proper insurance.

Step 4: Return Processing and Refund

Upon receiving your returned product, our team will inspect the item to ensure it meets the return conditions. If the return is approved, we will process your refund or exchange. Please allow up to 7 business days from the time we receive your item to complete the inspection and process your return. We will notify you once the process is complete.

4. Refund Process

Once we approve your return and confirm that the product meets all eligibility requirements, we will process your refund according to the following:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. If the original payment method is unavailable (e.g., expired credit card), we will contact you to arrange an alternative refund method.
  • Refund Processing Time: Once the refund is issued, it may take 5-10 business days for the funds to appear in your account, depending on the processing times of your bank or payment provider.
  • Refund Amount: Your refund will be for the full purchase price of the item(s) returned, excluding original shipping fees unless the return was due to a mistake on our part (e.g., defective or incorrect item).
    • Example: If your original order included free shipping, and you are returning the item for a refund, we will deduct the initial shipping cost from your refund amount.
  • Partial Refunds: If the returned item is not in its original condition (i.e., damaged, worn, or missing parts), we reserve the right to issue a partial refund or deny the return. Any items that are returned in an unsellable condition will be returned to you at your cost.

5. Exchanges

If you prefer an exchange rather than a refund, Froostgearnie can facilitate the exchange of a product for another item of equal or lesser value. The following rules apply to exchanges:

  • Eligibility for Exchange: The item being exchanged must be in new, unused, and unworn condition with all original packaging and accessories.
  • Return Process for Exchange: You must follow the same return process outlined above. After your return is processed and approved, we will ship your replacement item.
  • Shipping Charges for Exchanges: In cases of exchanges, the customer is responsible for the return shipping costs. We will ship the replacement item to you free of charge, provided the exchange is initiated within 30 days of receiving the product.

6. Defective or Damaged Items

If your Froostgearnie watch or accessory arrives defective or damaged, we sincerely apologize for the inconvenience. We want to make it right, and we offer the following steps:

  • Contact Us Immediately: Please notify us as soon as possible by emailing info@froostgearnie.com or calling (828) 626-3812.
  • Provide Proof of Damage: You may be required to provide photos or other documentation showing the defect or damage to the product.
  • Return Shipping: If the product is defective or damaged, Froostgearnie will cover the cost of return shipping and offer a full refund or exchange at no additional cost to you.

7. Non-Returnable Items

Certain items are not eligible for return or exchange unless they are defective or damaged upon receipt. These items include:

  • Personalized or Custom Engraved Products: Watches or accessories that have been engraved, customized, or altered in any way are non-returnable unless the engraving or customization has a manufacturing defect or mistake.
  • Final Sale or Promotional Items: Products purchased as part of a final sale or discounted through limited-time promotions or clearance sales may be excluded from returns or exchanges.
  • Gift Cards: Gift cards are non-refundable and cannot be returned.

8. Returns Outside of the U.S.

For international customers, the process for returns and exchanges remains the same, but there are a few additional considerations:

  • International Return Shipping: You are responsible for all return shipping costs. We recommend using a reliable shipping carrier with tracking and insurance to ensure that the item reaches us safely.
  • Customs Fees and Duties: International customers are responsible for any customs duties or taxes incurred on returned products. These fees are not refundable by Froostgearnie.
  • Return Timeframe: International returns must also be made within 30 days of receiving your order. If the return is outside this window, we may not be able to process the return or refund.

9. Customer Service Contact Information

If you have any questions regarding our Refund and Returns Policy or need assistance with returning an item, our customer service team is ready to help:

10. Conclusion

At Froostgearnie, we want to ensure that every customer has a positive shopping experience. If you are not satisfied with your purchase for any reason, our 30-day return and exchange policy is designed to make things right. We hope you enjoy your Froostgearnie timepiece, but if you do need to return or exchange it, we are here to help.

Thank you for choosing Froostgearnie! We look forward to serving you again soon.