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How do I get my replacement quicker?
If you would like to receive a replacement quicker, then you may purchase the identical item again. Then you can ship us the original item with a copy of both receipts and we will refund you for the price of said item if the return is received within 30 days.
I received a defective product, do I have to pay to ship it back?
The customer is solely responsible for shipping a product back to FrozenCPU. The customer is responsible for all return shipping charges. Similar to a walk-in retail store, they will not send someone to pick up your product or reimburse you for any transportation costs. The customer also agrees to take responsibility for any lost packages sent back to FrozenCPU that are not insured. FrozenCPU will pay for shipping back to the customer for defective products. You ship to us and we ship back to you.
In certain cases FrozenCPU will issue a store credit for a return. FrozenCPU store credits are valid for One (1) year from the date of issue.
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What if I ordered the wrong item?
If you realize you have ordered the incorrect item, you have 7 days time after delivery of the order to return a product for a refund/store credit. A 20% restocking fee is applied to all returned products for a refund/store credit. Please note that the customer is responsible for shipping said items back to our offices and the original shipping price cannot be refunded. We will only accept items for a return if they are still packaged and in acceptable return condition. Otherwise, items will be shipped back to the customer.
Liquid cooling products, custom or customized products, cases and test benches are returnable for repair or replacement only.
What is the procedure for returning a defective product?
The customer would simply have to call our offices to speak with one our representatives to discuss whether the product is indeed defective. No RMA emails will be accepted.
The next step would be to ship the item in question back to our offices with a copy of your receipt/order # and a note detailing the situation/problem. If one item of an entire order is deemed defective, only that one item will need to be returned.
Once the product is received back at our offices, we will hold the item at most for 48 hours and ship out a replacement. Usually a replacement will ship out in the first 24 hours and be shipped via UPS Ground. Expedited shipping on replacements will have to be paid for.
If you do not wish to have a replacement sent there will be a 20% restock fee.
When will I receive my refund?
Refunds on credit take 2-3 business days to process. Please note that the 2-3 day processing time is after a refundís return when the returned items have been processed.
Why are the shipping fees not refunded?
The shipping fees are not refunded as the shipping has already been paid for and our shipper will not refund us the money. They have performed their service as they were paid to do. In the instance where the shipper is clearly at fault, a reasonable resolution will be made depending upon the situation.
Why can't I return my thermo electric cooler/sleeved item/phase change/custom item/vapor cooling?
Unfortunately due to the custom nature of thermo electric cooling and sleeving, we can only offer replacement for same item only for any thermo electric cooling and sleeved items.
Why is there a restocking fee on my return?
The restocking fees we apply to returns are not to profit off of the process but to simply cover the replacement/labor costs as well as to discourage meaningless returns.