Return & Refund Policy

Order Cancellation

If your order has not yet been processed or shipped, you may request a cancellation by contacting us at support@vibofrost.com. Please note that a cancellation fee may apply. Our customer support team will process your request within 48 hours.

Once an order has been shipped, we are unable to intercept or cancel it. In this case, you will need to wait until the item is delivered and then request a return in accordance with this policy.

If you change your mind, we recommend submitting your cancellation request as soon as possible.

1. Return Conditions

We accept eligible returns under the following conditions:

• If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order. Please contact us before returning any item.

• For change-of-mind returns, products must be unused, undamaged, and in resalable condition, with no visible signs of use, wear, stains, residue, or modification.

• Products must be returned in their original packaging with all accessories, manuals, and included items.

Exceptions – Returns will NOT be accepted in the following cases:

• The product has been used or shows visible signs of use, wear, stains, residue, or modification.
• The product has been damaged due to misuse, improper handling, or unauthorized modification.
• Customized products.
• Any other items explicitly marked as non-returnable.

The above conditions apply to change-of-mind returns. If your product arrives damaged, defective, incorrect, or develops a covered issue during the applicable warranty period, please contact our customer support team for assistance.

2. Exchange Conditions

We accept exchanges under the following conditions:

• If your item arrives damaged, defective, or incorrect, please contact us as soon as possible so we can evaluate the issue and provide an appropriate solution.

• Please provide your order number, photos of the product and packaging, and, where applicable, a video demonstrating the defect or malfunction.

• Exchanges are subject to stock availability. If the requested replacement is unavailable, we may offer an alternative product or a refund.

Exceptions – Exchanges will NOT be accepted in the following cases:

• The product has been damaged due to misuse, improper handling, or unauthorized modification.
• Customized products.
• Accessories are not eligible for exchange unless they arrive damaged, defective, or incorrect.

Please note:

• This Return & Refund Policy applies only to purchases made directly through vibofrost.com. If you purchased your product from a third-party retailer or marketplace, please refer to that seller's return policy.
• Policies may vary by country or region due to applicable local laws and regulations.

3. Exchange or Return Process

If you need to request an exchange or return, please follow these steps:

1. Obtain Authorization: Contact our customer support team at support@vibofrost.com before returning any item. Once your request is approved, we will provide return instructions and, where applicable, a return shipping label.

2. Submit Your Request:
• Contact our support team within 30 days of receiving your order for eligible returns or exchanges.
• Provide your order number, product photos, and the reason for your return or exchange. If applicable, please include a video demonstrating any defect or malfunction.

3. Pack the Item Securely: Pack the product securely in its original packaging and include all accessories, manuals, and included items. Please include your order number, name, and return or exchange information as instructed by our support team.

4. Inspection and Processing: Once we receive the returned item, we will inspect it and process an approved exchange or refund within 1–5 business days.

Return or Exchange Shipping Costs

If a return or exchange is initiated for reasons attributable to the customer, including a change of mind, the customer is responsible for the return shipping costs.

If the return or exchange is due to an error on our part, such as receiving a damaged, defective, or incorrect item, Vibofrost will cover the applicable return shipping costs.

Important: We do not accept returns or exchanges sent without prior authorization.

4. Refund Process

Refunds are issued only after we receive and inspect the returned item. If the return is approved, we will process the refund within 1–5 business days.

Fees and Deductions

1. Cancellation before shipping:
• A 5% processing fee applies to credit card payments.
• A 7% processing fee applies to PayPal payments.
• No processing fee applies to payments made via Klarna.
• No processing fee applies to payments made via Apple Pay.
• No processing fee applies to payments made via Google Pay.

These fees reflect applicable payment processing and transaction costs.

2. Missing Parts: If any accessories, components, manuals, or included items are missing from an authorized return, an appropriate amount may be deducted from the refund based on the value of the missing items.

3. Customer-Caused Damage: If an authorized return arrives with damage caused by improper handling, misuse, or unauthorized modification, an appropriate deduction may apply based on the extent of the damage.

4. Restocking Fee: Customer-initiated returns and exchanges are subject to a 3% restocking fee.

Refund Timeframes

After Vibofrost processes your approved refund:

• PayPal refunds: Up to 48 hours.
• Credit card refunds: Typically 7–14 business days.
• Klarna: We will submit the refund within one business day. The time required for the funds to appear in your account depends on your financial institution.
• Apple Pay: We will submit the refund within one business day. The time required for the funds to appear in your account depends on your financial institution.
• Google Pay: We will submit the refund within one business day. The time required for the funds to appear in your account depends on your financial institution.

Return Address

4260 North Harbor Blvd
Fullerton, CA 92835
United States

Contact Number: +1 (650) 576-0892
Recipient: Tony

Please do not send any product to the return address without first obtaining authorization from our customer support team.

Important Notes

• Refunds will be issued to the original payment method.
• Original shipping and handling fees are non-refundable unless the return is due to an error on our part.
• The time required for a refund to appear in your account may vary depending on your payment provider or financial institution.
• Nothing in this policy limits any rights you may have under applicable law.

For any questions regarding returns, exchanges, or refunds, please contact us at support@vibofrost.com.