We make our products to make your life easier. If you have experienced any product issues, we’ll work with you to resolve it quickly. Please review our full return policy, including items ineligible for return, before starting the return process.
Items purchased through an authorized dealer should be returned to the authorized dealer based on their return policy.
Exchanges
If you ordered or received an incorrect item, please contact Frio Photo customer support. Ideally a new item will be ordered and sent to you. When we receive your returned item you will be issued a credit. If an item is sent back for an exchange, please allow 3-5 business days after receipt for the replacement to be processed.
Refunds
If items were purchased directly from www.FrioPhoto.com, you can return it, unused, within two weeks for a refund. Refunds will be issued once the product is received by our facility and inspected.
Conditions
Please read all conditions below. If conditions are not met, Frio Photo reserves the right to refuse the return or to charge a restocking fee not less than 15%.
- All returned items must be in new condition, in their original unaltered box (including the UPC code being intact) and must include all parts and accessories, packing material, blank warranty cards and manuals.
- Frio Photo is not responsible for personal data or items left in returned merchandise.
- Frio Photo is not responsible for any consequential or incidental damage resulting from the sale or use of any merchandise bought from us. We are responsible for the monetary value of the merchandise only.
If you choose to return your purchase, shipping costs are your responsibility.
Cancellations
If you need to cancel an order, please contact Frio Photo immediately by phone. If the order has already been processed to ship it cannot be canceled. However, you can return the item for a refund. See Return policy.
Damaged / Missing Items Upon Delivery
Damaged in delivery: If you’ve found damage to the package or if merchandise is missing, please keep the original shipping carton and contact us immediately so we can issue a damage claim with the carrier. Please do not return the merchandise without going through these steps, as it delays the replacement of the order or the issuance of a credit.
If the merchandise is damaged, please make the notation on the delivery manifest, and have the person delivering the merchandise sign as well. Contact us within 48 business hours to report the damage.
Missing items: All missing items claim must be reported within 5 business days of delivery. Contact us to report a missing item from your shipment.
International Orders
International shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. Brokerage fees or custom clearance charges may be imposed by the carrier. These charges must be paid by the recipient. We have no control over these charges and cannot predict what they may be. In the event a shipment is refused and returned, any taxes, duties, custom fees, brokerage fees or shipping charges incurred from this return, will be the responsibility of the customer.
Warranty
Frio Photo stands behind all of our products. We’re committed to quality and build our products with only the highest quality materials. Our Lifetime Warranty warrants that all of our products shall be free from defects in material and workmanship and are covered for the life of the product. Wear and tear are not covered under our warranty policy.
TERMS OF WARRANTY
Frio Photo warrants its products to be free from defects in workmanship and materials for the defined period above from the date of purchase. If the products are determined by Frio Photo to be defective or fail to meet minimum published specifications, they will be replaced free of charge at Frio Photo’s sole discretion. Except for such repair or replacement, Frio Photo will not be held responsible for any direct, indirect incidental, consequential cost or damage. Wear and tear is not covered. Should there be a warranty claim, you may be asked to produce your proof of purchase with the returned merchandise; therefore, it is recommended that the buyer keep their receipt. This limited warranty is to be interpreted under the laws of the State of Arizona, U.S.A.
All warranty items may require a proof of purchase and/or itemized receipt for exchange. If any defects are identified, products may be exchanged for the exact same new product by contacting help@friophoto.com.
