Refund policy

30-day money-back guarantee. If your order is not for you, you have 30 days from the day it arrives to send it back for a refund. Damaged or faulty items are covered separately and are never limited to 30 days.

Last updated: 29 August 2026

1. Your legal right to cancel (first 14 days)

You are buying at a distance, so under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to cancel for any reason at all. You do not need to give us one.

During this period you may handle the item as you reasonably would in a shop. If it has been handled more than that and its value has dropped as a result, we may reduce your refund to reflect it. Once you tell us you are cancelling, you have 14 days to send it back, and we will refund you within 14 days of receiving it.

2. Our 30-day guarantee (days 15 to 30)

We go further than the law requires. For up to 30 days from delivery you can still change your mind and return your item for a full refund of what you paid for it.

Because several of our products are used with food and drink, returns made between day 15 and day 30 need to be unused, clean and complete, with all parts and accessories they came with, in the original packaging. Returns inside the first 14 days are covered by section 1 instead, which is more generous.

3. Damaged, faulty or not as described

If your order arrives damaged, stops working, or is not what we described, your rights under the Consumer Rights Act 2015 apply and are not affected by anything above.

Tell us within 30 days of delivery and you can claim a full refund. After 30 days, and for up to six years, you are still entitled to a repair or replacement, or a partial refund, where the fault was present when the item was sent to you. Send a photo or short video with your message and we will sort it out. You will never be asked to pay return postage on a faulty item.

4. How to start a return

Email info@freezenslush.com with:

your order number
whether you are changing your mind or reporting a fault
for a fault, a clear photo or video of the problem

We reply within 24 hours with the return address and instructions. Please wait for that reply before posting anything back, so we can track your parcel to your order.

For some lower value items we may simply refund you without asking for the item back. We will tell you if that applies to your order.

5. Return postage

If you are changing your mind, you pay the postage to send the item back to us. If it is damaged, faulty or not as described, we pay it. We recommend a tracked service, as we cannot refund a parcel that does not reach us.

6. Refunds

Refunds go back to the original payment method. We process them within 14 days of receiving your return, and usually much sooner. Your bank may take a few more days to show it.

For a change-of-mind return we refund the price of the item and the standard delivery cost of the original order. If you chose a faster delivery option, we refund the standard rate rather than the upgrade.

7. What is not covered

Damage caused by misuse, heat, dishwashers where the item is marked hand wash only, or dropping.
Normal wear from use over time.
Items returned after 30 days where there is no fault.
Items sent back without contacting us first, as we may not be able to match them to an order.

8. Contact

FreezenSlush is a trading name of FreezenSlush Ltd, a private limited company registered in England and Wales, company number 16293321. Questions about this policy go to info@freezenslush.com and we will answer within 24 hours.