Refund Policy

At Frozen Portraits, we are confident that our products will exceed your expectations. In the event you want to replace or return your order, we offer a 21 day return period for all online purchases. Returned items must be in their original packaging and condition. A reshipping charge will be applied to all replacements. If your order arrives defective or damaged, please contact our customer service. However, we would not be able to provide a refund for personalized products that have been prepared and sent unless there was a manufacturing error made on our part.

 
Please review our Terms and Conditions for more details:

• The product must be returned back to us within 21 days of invoice.
• The product must be in its original box and condition
• Please provide a brief written statement explaining the reason for the return and include your account details.
• A 20% designers fee will be applied to all personalized photo crystals
• Unfortunately, we cannot refund your return costs.
• Our money-back guarantee applies to both our commercial and individual customers

 
In a event when part of your order is placed on hold, the other part will be produced and shipped.
Once the second part of the order is removed off of hold status, it will be produced and shipped.