Cancelling Your Orders

Cancelling an order and requesting a refund can be a complex process, especially when it comes to understanding the various procedures and timelines involved. The refund process will differ depending on when the cancellation occurs. 

This article outlines the steps we take and provides instructions for Phrozen customers looking to cancel an order and receive a refund. Our goal is to provide clarity and transparency throughout the process.

1. Cancellation Before Shipment

If you would like to cancel your order before it has been shipped, follow these steps:

1. Contact us via Submit a Request in Phrozen Help Center
2. After receiving your cancellation request, we will verify the information and notify you once the order has been cancelled.
3. Refund cases will be forwarded to our accounting department, which processes refunds on a weekly basis.
4. Once Phrozen issues the refund, you will receive a system notification.
5. Please contact your issuing bank to confirm the time it takes for the refund to reflect in your bank account.

2. Cancellation After Shipment

Submit a cancellation request within 13 days of receiving the goods.

The returned items must be in their original condition and the entire batch of the order must be returned.

The refund does not include shipping fees, taxes, VAT, or any other applicable charges. For more details, refer to Refund Policy.

If you wish to cancel your order after receiving the shipment, follow these steps:

• Contact us via Submit a Request in Phrozen Help Center.
• Upon receiving your cancellation request, we will verify the information and notify FedEx so they can arrange the pickup of the goods from your location and return them to Phrozen.
• After receiving the goods, Phrozen will evaluate the condition of the returned items. 

Then, we will notify you of the assessment results and proceed with the refund process.

• Once Phrozen issues the refund, you will receive a system notification.
• Please contact your issuing bank to confirm the time it takes for the refund to reflect in your bank account.

Contact Support

If you find any issues, feel free to reach out to Phrozen Support or your Authorized Reseller for further assistance. When contacting Phrozen Support, kindly send some photos or videos illustrating the issue.