Refund policy
🧾 Refund Policy – The Frozen Ridge
Last updated: October 2025
At The Frozen Ridge, every item is made to order through our production partner, Printful. Because of this, we don’t keep stock on hand — each piece is created specifically for you.
Refund Eligibility
We only offer refunds or replacements for:
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Items that arrive damaged, defective, or misprinted
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Items lost in transit confirmed by the carrier
If any of these issues occur, please contact us within 14 days of delivery at support@thefrozenridge.com.
Include your order number and clear photos of the issue — we’ll arrange a replacement or refund as soon as possible.
Non-Refundable Situations
We do not offer refunds for:
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Buyer’s remorse or change of mind
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Incorrect size selection
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Colour or placement differences within minor print tolerances
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Delays caused by the shipping carrier or customs
Please double-check your sizing and shipping information carefully before completing checkout.
Refund Processing
Once your refund is approved, it will be automatically processed to your original payment method.
Please allow up to 10 business days for your bank or card provider to post the funds.
Need Help?
If you believe there’s been an error with your order, email support@thefrozenridge.com with:
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Your order number
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Photos of the issue
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A short description of what happened
We’ll review it and get back to you promptly.
🔁 Returns Policy – The Frozen Ridge
Last updated: October 2025
Because each item is made to order, The Frozen Ridge cannot accept general returns or exchanges.
However, we’re committed to resolving any problems quickly if there’s an issue with your order.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, misprinted, or not as described:
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Contact us within 14 days of delivery at support@thefrozenridge.com
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Include photos of the issue and your order number
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Once verified, we’ll arrange a replacement or refund at no cost to you
Exchanges
We currently do not offer size or colour exchanges since all products are printed individually.
If you need a different size, please place a new order once your original item has been refunded (if applicable).
Return Shipping
Do not send any items back to the return address on the package — that location belongs to Printful’s facility and does not accept unauthorised returns.
We’ll provide you with instructions if a return is approved.
Responsibility
The Frozen Ridge and Printful are not responsible for items returned without prior approval, nor for incorrect addresses provided at checkout.
Contact
If you have any questions about our returns process, please contact:
📧 support@thefrozenridge.com
🕒 Monday–Friday, 9am–5pm (UK Time)