Refund policy

Last Updated: October 21, 2026

1. Return Eligibility and Return Window

To be eligible for a return, please submit your return request within 30 days of the date you receive the product.

To request a return, please contact us within this 30-day period at hello@frostjade.com. Please include your order number, the item you wish to return, and the reason for your request.

Items must meet the applicable return conditions described in this policy. Please contact us and receive return instructions before sending any item back.

2. Return Conditions

Returned items should be handled with reasonable care and returned in a condition that allows us to identify and assess the item. Please include any original packaging, accessories, or other items supplied with the product where applicable.

Please package returned items appropriately to help prevent damage during return shipping. Return eligibility will be assessed based on the condition of the item, the circumstances of the return, and applicable consumer protection requirements.

3. Return Authorization and Return Instructions

Please contact us at hello@frostjade.com and receive return instructions before shipping an item back. This helps us identify your order and provide the appropriate return instructions.

Please do not send a return to an address unless we have confirmed that it is the appropriate return destination for your order.

When contacting us, please provide your order number and the email address used at checkout. For items that arrive damaged, defective, or different from what you ordered, please also describe the issue and provide photographs where reasonably possible.

4. Return Shipping Costs and Fees

For returns requested for reasons other than an item being defective, damaged in transit, or incorrectly supplied, the customer is responsible for the return shipping cost.

If an item is confirmed to be defective, damaged in transit, or incorrectly supplied, we will cover the reasonable return shipping cost in accordance with the return instructions provided by our customer support team. Please follow those instructions before arranging return shipment so that the applicable return shipping arrangements can be confirmed.

We do not charge a restocking fee for eligible returns.

5. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or different from the item you ordered, please contact us at hello@frostjade.com as soon as reasonably possible. Include your order number, a description of the issue, and photographs where reasonably possible.

We will review the information provided and advise you of the appropriate next steps. Depending on the circumstances and applicable requirements, the available resolution may include a refund or, where available, a replacement.

6. Return Inspection

Returned items may be inspected upon receipt to verify the item and assess whether the return meets the applicable conditions in this policy.

If an issue may affect return eligibility, we will review the circumstances and inform you of our decision and the reasons for it, subject to applicable law.

Nothing in this policy excludes or limits any rights that cannot lawfully be excluded or limited under applicable law.

7. Refund Processing and Timing

Once an eligible return has been received and reviewed, we will process any approved refund. Approved refunds are generally issued to the original payment method, subject to the procedures of the applicable payment provider.

Refunds are processed within 1–3 business days. The actual time it takes for the funds to reach your account may vary depending on your payment service provider or financial institution.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at hello@frostjade.com and include your order number.

Cancellation requests are subject to the order's processing and shipping status. We will review your request and advise whether the order can still be canceled. A cancellation may not be possible once the order has been dispatched.

If an order has already been dispatched, please contact us for guidance on the applicable return procedure.

9. Questions About Returns and Refunds

If you have questions about return eligibility, return instructions, return shipping costs, or refund processing, please contact us using the information below.

We encourage you to contact us so we can review your inquiry. However, contacting us does not limit any rights you may have to raise a payment dispute with your payment provider or financial institution.

18. Contact Us

If you have questions about returns or refunds, contact us:

Frostjade
Email: hello@frostjade.comhello@frostjade.com
Phone: +1 279-205-9036
Address: 87 Centre St, Pawtucket, RI 02860, United States

Customer Support Hours:
Monday–Saturday: 9:00 AM–6:00 PM ET

We aim to respond to customer inquiries within 24–48 business hours.