Refund policy

Order Cancellation

If your order has not yet been processed, you may cancel it by contacting us at support@vibofrost.com. Please note that a cancellation fee will 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.

If you change your mind, we recommend submitting your cancellation request as soon as possible to avoid any inconvenience.

1. Return Conditions

We accept 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 via email before initiating the return.
• Returned products must be in their original packaging, include all accessories, and be free of visible damage or excessive wear and tear.

Exceptions – Returns will NOT be accepted in the following cases:
• The product shows clear signs of human damage.
• Customized products.
• Any other items explicitly marked as non-returnable.

2. Exchange Conditions

We accept exchanges under the following conditions:
• If there is a quality control issue with your item, you may request an exchange upon receipt of your order. Please contact us via email before requesting an exchange.
• The product must be in its original packaging, include all accessories, and be free from visible damage or excessive wear and tear.
• Exchanges are subject to stock availability. If the requested item is unavailable, we may offer an alternative product or a refund.

Exceptions – Exchanges will NOT be accepted in the following cases:
• The product shows clear signs of human damage.
• Customized products.
• Accessories are not eligible for exchange.

Please note:

• This return policy applies only to purchases made directly through vibofrost.com. If you purchased from a third party, return terms may vary.
• Policies may differ by country due to local regulations and other factors.

 

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 for approval before returning any item. Once authorized, we will provide a return label, and the return shipping cost will be deducted from your refund.
2. Submit Your Request:
• For returns or exchanges, please contact our support team within 30 days of receiving your order.
• Provide your order number, product photos, and the reason for the exchange or return. If applicable, include a video demonstrating any defects or malfunctions.
3. Pack the Item Securely: Ensure the product is in its original packaging, and include a note inside the package with your order number, name, and reason for the exchange or return.
4. Processing: Once we receive and inspect the returned item, we will process your exchange or refund within 1-5 business days.

Return or Exchange Shipping Costs:
Please note that If the return or exchange is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

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

4. Refund Process
Refunds are issued only after we receive and inspect the returned item. If approved, we will process the refund within 1-5 business days.

Restocking Fees:

 1. Cancellation before shipping:
• 5% processing fee applies for credit card payments.
• 7% fee applies if processed via PayPal.
• No processing fee for payments made via Klarna.
• No processing fee for payments made via Apple Pay.
• No processing fee for payments made via Google Pay.
These fees are incurred due to payment processing charges and applicable transaction taxes.

2. Missing parts: If any accessories or components are missing from the return, a fee will be deducted based on the value of the missing items.

3.User-caused damage: If the returned product has user-inflicted damage, a repair fee will apply based on the extent of the damage.

4.Returns and exchanges initiated by the customer are subject to a 3% restocking fee on the order.

Refund Timeframes:
• PayPal refunds: Up to 48 hours.
• Credit card refunds: 7-14 business days.
• Klarna: We will process the submission to the bank within one business day. The exact time for the funds to be credited depends on the bank’s processing speed.
• Apple Pay: We will process the submission to the bank within one business day. The exact time for the funds to be credited depends on the bank’s processing speed.
• Google Pay: We will process the submission to the bank within one business day. The exact time for the funds to be credited depends on the bank’s processing speed.

Return Address:
4260 North Harbor Blvd,
Fullerton, CA 92835
Contact Number: +1 (650) 576-0892
Recipient: Tony

Important Notes:
• Refunds are processed via the original payment method.
• Shipping and handling fees are non-refundable, unless the return is due to our error.
• The time it takes for a refund to appear in your account depends on your payment provider.

For any questions, please reach out to support@vibofrost.com. We’re happy to help!