Refunds & Returns Policy
Freeze Yourself always aims to provide its customers with products of a high standard.
Returns
We have a 30-day Refund and Returns Policy, which means you have 30 days after receiving your item to request a return.
Returns Policy
To be eligible for a return, your item must be in the same condition as when you received it- unused and in new condition – and it must be returned in the original packaging with all parts included. Please note that we do not offer free returns, and the return shipping cost is paid by the customer.
We do not accept returns for ice baths that have been filled with water. You can unpack the ice bath, try if it fits by sitting in it without water, and assess the materials and quality to ensure they meet your expectations. If you decide to return it, please contact our customer care team at info@freezeyourself.com.au.
Please also note that our team can request pictures of the products to confirm that they are unused and in a re-sellable condition before approving the return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returns will need to be done at your own cost, please email our support and they will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Once received, your return will be processed, and should there be any issues we will be in touch.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Damage has to affect the products ability to function, basic wear and tear does not apply. We will not be able to provide refunds or replacements for any accidental damage caused by the customer.
Refunds and replacement are only applicable for manufacturer faults and must be submitted into the customer care team within 10 days of receiving the order. After the 10 days from receiving the order, due to the nature of the product, we have to assume all minor damage to be wear and tear of the product.
We reserve the right to deny refunds if the unit is forcefully damaged or abused.
If your refund is accepted, it will then be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exceptions / non-returnable items
Certain types of items may not be able to be returned, like custom products (such as special orders or personalized items), and personal goods used (such as towels, wet mats, used water bottles and caps/hats). Where applicable, we also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
1 Year Warranty
Our 1year warranty does not cover inflatables and only allows for one replacement of the product/order. In the case of the Freeze Yourself bath the warranty can only be granted from tear/seam leakages or structure defects. Small holes and minor defects do not warrant a replacement if they are reported after 10 days of receiving the item.
Refunds
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Missing items from Order
Some items are shipped separately so if you have not received part of your order it may be that it is arriving shortly after. If a missing item is reported 10 days after the order has arrived this does not warrant a refund or replacement of that product.
All missing items must be reported missing within 10 days of receiving the order.
Cancellations
You are only able to cancel your order for a full refund before it has been fulfilled. If your order has been fulfilled, we are unable to cancel your order as it has been shipped. If your order hasn’t been processed (you haven’t yet received a tracking number), we are able to cancel your order. We process our orders within 12 hours of receipt of an order.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Denied packages from customers
As stated in our shipping policy, each customer is in charge of paying their countries import fees and taxes. If you decline to pay your duties and your order it returned to us, we will refund you the purchase amount less all shipping/custom costs. The exact amount will be given to you via email when receiving your returned amount.
Please note: when a package is returned to us, we pay shipping prices twice, once for the original shipment and another time for it to be returned, both these costs will be deducted from your refund amount.
Lost or stolen packages
Any package that is confirmed to be lost via the tracking information will be refunded or reimbursed with another unit. Please contact us if this happens.
An order that are confirmed to be delivered via tracking information are not eligible for reimbursement from Freeze Yourself.
Please contact us if any of these problems arise and we will do whatever we can find a solution.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often a delay in processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please us at info@freezeyourself.com.au
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at info@freezeyourself.com.au so we can arrange return of the defective or damaged item.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please email us so we can give you a returns address for you to ship it to. Please note we do not pay for any returns shipping and must be paid for by the customer.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
