PLACEHOLDER, not final. Review this before launch.
Every FreezeFrame piece is one of a kind and made by hand to order, so it is worth reading this before you buy.
Before your piece is posted
You can cancel any time before we post it, for a full refund to your original payment method. These are pre-orders being built from October, so this window is usually a long one. Just email us with your order number.
After it arrives
You have 14 days from the day it is delivered to tell us you would like to return it, and a further 14 days to send it back. Once it is back with us and we have checked it over, we refund you.
Return postage is your cost, unless the piece arrived damaged or was not as described, in which case we cover it. Please pack it the way it arrived, in the original box if you still have it. We cannot refund a piece that comes back broken because it was not packed properly.
If it arrives damaged
Send us a photo and we will sort it out. Every piece is glass and made by hand, so if something has not survived the post we would much rather hear about it.
How to start a return
Email us with your order number and we will take it from there.
None of this affects your statutory rights under the Consumer Contracts Regulations 2013.