Refund policy

We Hope You LOVED Your Freez Purchase

Did you purchase a Returns Coverage?
At checkout, you have the option to purchase Returns Coverage for $4.49. This means Freez will cover the cost of shipping your return back to us if you need to lodge an exchange, store credit or return. If you did not purchase the Returns Coverage customers are responsible for paying the return shipping cost back to Freez for exchanges, store credit and refunds. Return Coverage helps make your returns process smoother and easier.

YOUR RETURN OPTIONS

EXCHANGE

Lodge your exchange HERE

Swap your item for a different size, colour, or item - please note exchanges are not valid for 'on sale' items - only store credit (please see below).

• Lodge your exchange within 14 days of receiving your purchase.

• One free exchange: Freez will cover the shipping back to you.

• If you purchased Return Coverage, we also cover the shipping back to Freez. If you didn’t, you are responsible for the cost of sending the item back to Freez.

Please note - Exchanges are for AU orders only. International orders are eligible for Store Credit and Refund.

STORE CREDIT

Lodge your Store Credit HERE

Choose store credit, valid for three years.

• Lodge your return within 14 days of receiving your purchase.

• Store credit applies to sale items, site-wide sale purchases, certain promotions and discount code orders (excluding welcome sign-up codes).

• If you purchased Return Coverage, we also cover the shipping back to Freez. If you didn’t, you are responsible for the cost of sending the item back to Freez.

• Lost your store credit code? Contact info@freez.com.au, and we’ll resend it.
  
  

REFUND

Lodge your Return HERE

Refunds are available only on full-priced items.

• Lodge your refund request within 14 days of receiving your purchase, and ensure the return is posted back to Freez within 14 days of purchase.

• Refunds are not available for sale items, site-wide sale items, discount code orders (except welcome sign-up codes), exchanged items, or products that are used, worn, washed, damaged, or missing tags.

• If you purchased Return Coverage, we also cover the shipping back to Freez. If you didn’t, you are responsible for the cost of sending the item back to Freez.

Return Conditions

To be accepted, your item must be purchased at full price and;

• Unworn

• Unwashed

• Unused

• With original tags attached and in the original packaging

• Accompanied by proof of purchase (order number or invoice)

If your return does not meet the above conditions, we will be unable to process it, and you will be responsible for paying $12 AUD to have the item returned to you.

Who Pays for Return Shipping back to Freez?

• If you purchased Return Coverage at checkout, Freez covers the shipping cost back to us.

• If you did not purchase Return Coverage, you are responsible for the cost of returning the item.

• For exchanges, Freez covers the shipping cost of sending the new item to you (first exchange only).

Where to Send Returns

Return Address:
3/17 Kingsbury Street, Brendale, Queensland 4500

Please note: All returns must first be lodged through our online return portal before sending your purchase back.

Processing Time

Please allow 5 to 10 business days after your return is received for us to process it.

Faulty or Incorrect Item

If you believe you have received a faulty or incorrect item, please email info@freez.com.au within 7 days of delivery so we can assist you.

International Orders

We are unable to offer exchanges on international orders. However, you may request store credit or a refund if your return meets the eligibility conditions.

Important Reminders

• Refunds are not available for items that have already been exchanged; once exchanged, they are only eligible for store credit.

• Freez is not responsible for items lost or damaged in return shipping. We recommend using tracked shipping and keeping your tracking information.