Return & Refund Policy

Last Updated: Jul 22, 2025

This Return & Refund Policy is for Freezumashop, operated by Free Zuma LLC. Your satisfaction is our priority. This policy outlines our procedures for order exchanges, cancellations, returns, and refunds. Please read it carefully. If you have any questions, please do not hesitate to contact us via our Contact Us page or the details provided below.

1. Order Exchanges

We understand that you want the perfect product. To ensure accuracy, we ask that you carefully review all order details—such as size, design, and quantity—before completing your purchase.

• No Direct Exchanges: We are unable to process direct exchanges for different items, sizes, or designs if an error was made during the ordering process.
• Alternative Solution: If you realize you’ve made a mistake, you can cancel your original order within 4 hours of placement (see “Order Cancellations” below) and place a new order with the correct details.
• Need Help? Our support team is available to answer any questions you may have before you place your order to ensure everything is correct.

2. Order Cancellations

• Free Cancellation Window: Orders can be canceled free of charge within 4 hours of placement.
• After 4 Hours: After this 4-hour window, your order may have entered the processing stage, and cancellation might no longer be possible.
• Cancellation Fee: If a cancellation is requested and possible after the 4-hour window but before shipment, a cancellation fee of 10% of the total order value will be applied to cover processing costs.
• How to Request a Cancellation: To request an order cancellation, please contact us immediately by email at support@freezumashop.com with your order number and “Cancellation Request” in the subject line.

3. Returns and Refunds

• Return Window: We accept returns within 30 days from the date your order is delivered.
• Conditions for an Eligible Return: You may return an item for a refund if:
  • It arrives damaged or broken.
  • The product received differs significantly in design, size, or material from what was ordered.
  • You received an incorrect item.
  • The product has significant deviations from its description on our website.
• Conditions for an Ineligible Return: Returns will not be accepted for:
  • Items that have been worn, washed, or altered.
  • Items where the defect is not an oversight by Freezumashop.
  • Items missing their original tags.
  • Items with minor, easily fixable thread issues that do not affect the overall quality or usability.
• Condition of Returned Items: All returned items must be in their original, unused, unwashed, and unaltered condition, with all original tags and packaging intact.

4. How to Initiate a Return

To start the return process, please follow these steps:

1. Contact Us: Send an email to our support team at support@freezumashop.com.
2. Provide Required Information: To help us process your claim quickly, please include the following in your email:
   • Your Order Number
   • Proof of Purchase (e.g., order confirmation email)
   • Clear photographic or video evidence of the damage, defect, or incorrect item.
   • A brief description of the issue.
3. Await Approval & Instructions: Our team aims to review your request and respond within 2-3 business days. If your return is approved, we will provide you with the specific return shipping address and further instructions. Please do not send items back without receiving prior authorization and the correct return address.
4. Ship Your Return: Once your return is approved, package the item securely and ship it to the return address provided. We highly recommend using a trackable shipping service and providing us with the tracking number.

5. Return Shipping Costs

• Customer Responsibility: Customers are responsible for the cost of return shipping for general returns.
• Freezumashop Responsibility: If the return is due to an error on our part (e.g., the item is damaged, defective, or incorrect), Freezumashop will cover the reasonable cost of return shipping. We will provide a prepaid shipping label or instructions for reimbursement upon approval of your return.

6. Refund Processing

• Inspection: Once we receive your returned item, we will inspect it within 2-3 business days to ensure it meets our return conditions.
• Notification: We will notify you via email of the approval or denial of your refund.
• Refund Issuance: If approved, your refund will be processed, and a credit will be applied to your original method of payment within 2 business days. The refunded amount will include the original shipping costs you paid at the time of purchase.
• Refund Delays: If you haven’t received your refund within 10-15 business days after our confirmation, please first check your bank account. Next, contact your credit card company or bank, as there is often some processing time before a refund is officially posted. If you have done all of this and still have not received your refund, please contact us.

7. Important Notes

• After 30 days from the delivery date, all orders are considered final, and we cannot issue refunds or accept returns.
• Freezumashop is not liable for any items lost or damaged during the return shipping process. Customers are responsible for ensuring the item is returned safely.

8. Contact Information

For any questions regarding this policy or for assistance with your order, please contact us:

• Store: Freezumashop
• Company: Free Zuma LLC
• Email: support@freezumashop.com
• Phone: +1 (516) 761-2030
• Address: 12832 Verbena Ct, Chino, California 91710, United States
• Contact Page: https://freezumashop.com/contact-us/
• Support Hours: 9:00 AM – 5:00 PM (PST), Monday – Friday

Return Address: The specific return shipping address will be provided to you once your return request is approved. Please do not send returns to our corporate address unless explicitly instructed by our support team.

Thank you for shopping with Freezumashop. We value your business and are committed to ensuring a satisfying shopping experience.