Refund policy

This Return and Refund Policy explains how returns, refunds, exchanges, defective items, damaged items, wrong items, and return shipping are handled for products purchased directly from the Frez online store.

This policy applies only to products purchased directly from the Frez online store. Products purchased from third-party retailers, distributors, marketplaces, resellers, gyms, coaches, or other sellers must be handled through the original place of purchase.

This policy forms part of our Terms of Service. Please also review our Shipping Policy for information about shipping, delivery, customs duties, VAT, import taxes, and international delivery issues.

1. 14-Day Return Policy

You have 14 days after receiving your item to request a return.

If your order is delivered in multiple shipments, the 14-day return period for each product starts on the date you receive that product, unless applicable law provides otherwise.

For operational purposes, you must contact Frez before sending a product back so that we can provide the correct return address and return instructions. Returns sent without contacting us first may be delayed, refused, returned to sender, lost, or may not be identifiable.

Nothing in this policy limits any mandatory cancellation, withdrawal, return, refund, repair, replacement, or warranty rights you may have under applicable law.

2. Return Eligibility

To qualify for a return, the product must generally meet all of the following conditions:

  • The return request must be submitted within 14 days after delivery.
  • The product must be unused, unworn, undamaged, unmodified, and in the same condition as when you received it.
  • The product must not have been used for training, climbing, calibration, testing, field use, commercial use, or other physical activity beyond what is reasonably necessary to inspect the product.
  • The product must include all original parts, accessories, manuals, inserts, cables, labels, serial number labels, safety labels, warranty information, and protective materials.
  • The product must be returned with its original retail packaging intact and in resaleable condition.
  • You must provide a valid receipt, order number, or proof of purchase.

The original retail packaging is part of the product’s presentation, protection, identification, safety information, authenticity, and resale value. Damage to, loss of, or alteration of the original retail packaging, internal trays, protective materials, labels, serial number labels, manuals, inserts, or accessories may reduce the product’s value and may result in refusal of the return or a partial refund, to the fullest extent permitted by applicable law.

Opening the outer shipping package or carefully opening the retail package solely to inspect the product will not automatically make a product ineligible for return where applicable law prohibits such a restriction. However, if the product or packaging is damaged, torn, written on, taped, altered, contaminated, incomplete, missing components, missing labels, or otherwise no longer in resaleable condition, we may refuse the return or issue only a partial refund, to the fullest extent permitted by applicable law.

3. Non-Returnable Items

The following items are not eligible for return, unless required by applicable law or expressly approved by Frez in writing:

  • Products that have been used beyond what is reasonably necessary to inspect the product.
  • Products that show signs of training, climbing, testing, calibration, field use, commercial use, sweat, chalk, contamination, scratches, impact, wear, or other use.
  • Products that have been damaged, modified, disassembled, repaired, altered, or misused.
  • Products with missing, damaged, altered, written-on, taped, torn, or otherwise non-resaleable original retail packaging.
  • Products missing original accessories, parts, manuals, inserts, protective materials, labels, serial number labels, safety labels, or warranty information.
  • Products damaged due to improper handling, storage, charging, installation, maintenance, packaging, or return shipping.
  • Custom-made, personalized, modified, special-order, or made-to-order products.
  • Gift cards, digital products, downloadable products, software, app subscriptions, or digital services, unless otherwise required by applicable law.
  • Products marked as “final sale,” “non-returnable,” “clearance,” or similar, where permitted by applicable law.
  • Products purchased from third-party sellers, retailers, distributors, marketplaces, resellers, or unauthorized channels.
  • Wholesale, bulk, B2B, distributor, reseller, or commercial orders, unless a separate written agreement with Frez states otherwise.

4. How to Request a Return

To request a return, contact us at support@frez.app within 14 days after receiving your item.

Please include the following information:

  • Your order number
  • The email address used for the order
  • Your full name
  • The product you want to return
  • The reason for the return
  • Photos or videos of the product, retail packaging, outer shipping box, and included accessories, if requested

If your return request is eligible, we will provide return instructions and a designated return address by email.

Do not send your return to the address printed on the shipping label, the sender address on the package, our business registration address, or any other address unless we specifically instruct you to do so in writing. Returns sent to the wrong address may be delayed, refused, lost, returned to sender, or excluded from refund processing.

5. Return Shipping

Frez does not provide prepaid return shipping labels.

If your return is eligible, you are responsible for arranging the return shipment yourself. You must choose your own shipping carrier, pay the return shipping cost in advance, and send the product to the return address provided by Frez.

For returns due to change of mind, wrong choice, no longer needed, duplicate order, order mistake, or similar customer reasons, you are responsible for all return shipping costs, packaging costs, customs documentation, carrier fees, insurance fees, and any other costs associated with returning the product.

Return shipments must be sent using a trackable shipping service. We strongly recommend using a shipping method with tracking, delivery confirmation, and adequate insurance. You are responsible for the returned product until it is received and inspected by Frez, to the fullest extent permitted by applicable law.

We are not responsible for returned products that are lost, delayed, damaged, seized, abandoned, disposed of, returned to sender, or misdelivered during return shipping, to the fullest extent permitted by applicable law.

We do not accept return shipments sent freight collect, cash on delivery, postage due, or with unpaid shipping, customs, taxes, or carrier charges. Such shipments may be refused, or any related charges may be deducted from your refund, to the fullest extent permitted by applicable law.

6. Return Shipping Deadline

After Frez provides return instructions, you must ship the product within 14 days unless we provide a different deadline in writing or applicable law requires otherwise.

You must provide the return tracking number to Frez by email once the return shipment has been sent.

If the product is not shipped within the required time, if tracking information is not provided, or if the product is received outside the applicable return window, we may refuse the return or reduce the refund, to the fullest extent permitted by applicable law.

7. International Returns, Customs and Import Charges

Frez products are shipped from the Republic of Korea, and eligible returns must generally be sent back to the Republic of Korea unless we provide different instructions.

For international orders, you are responsible for confirming before purchase that the product can be lawfully imported, possessed, used, and delivered in the destination country or region. This includes checking any local import restrictions, certification requirements, product registration requirements, customs requirements, tax obligations, recipient identification requirements, and recipient-side procedures required by the destination country, customs authority, carrier, or local delivery provider.

Unless the issue is caused by Frez's error, a product defect, damage before delivery, or another matter for which Frez is responsible under this policy or applicable law, Frez is not responsible if an order or return is delayed, held, rejected, returned, abandoned, seized, destroyed, disposed of, or made subject to additional charges because the destination country or region does not permit import, requires additional certification or authorization, requires recipient action, or applies customs, tax, inspection, or clearance procedures.

You are responsible for all customs documentation, export documentation, import documentation, return shipping charges, customs duties, VAT, GST, import taxes, brokerage fees, carrier fees, customs clearance fees, and any other costs associated with returning the product to Frez, unless otherwise required by applicable law or expressly agreed by Frez in writing.

Frez does not refund VAT, GST, customs duties, import taxes, brokerage fees, carrier advancement fees, customs clearance fees, or other charges that were not paid to Frez. If you paid import charges to a customs authority, tax authority, shipping carrier, broker, or local delivery provider, you may need to contact that authority or provider directly to ask whether any refund or adjustment is available.

You must not declare a false value, provide inaccurate customs information, or misrepresent the contents of the return shipment. If a return shipment is delayed, held, rejected, returned, abandoned, seized, destroyed, disposed of, or assessed additional fees because of incorrect documentation, unpaid charges, import restrictions, customs decisions, or failure to cooperate with customs procedures, Frez will not be responsible for any resulting loss, delay, cost, damage, or non-refund, to the fullest extent permitted by applicable law.

If Frez is charged any duties, taxes, customs fees, brokerage fees, carrier fees, return shipping charges, storage fees, handling fees, or other costs in connection with your return shipment, we may deduct those amounts from any refund that may be issued, to the fullest extent permitted by applicable law.

8. Packaging Requirements for Returns

You are responsible for properly packaging the returned product so that it is protected during transit.

Returned products must be packed securely with adequate cushioning and protection. The original retail packaging should be placed inside a suitable outer shipping box. Do not attach shipping labels, tape, stickers, customs forms, or other materials directly to the original retail packaging unless instructed by Frez.

You must include your order number, return instruction information, and any return authorization details provided by Frez inside the package.

If a returned product or its original retail packaging is damaged during return shipping because of inadequate packaging, missing packaging, improper handling, or carrier damage, we may refuse the return or issue only a partial refund, to the fullest extent permitted by applicable law.

9. Damaged, Defective, Wrong or Non-Conforming Items

Please inspect your order promptly upon delivery.

If you receive a damaged item, defective item, wrong item, or non-conforming item, please contact us at support@frez.app within 7 days after delivery so that we can evaluate the issue.

Please include the following information:

  • Your order number
  • Tracking number
  • A description of the issue
  • Photos of the outer shipping box
  • Photos of the shipping label
  • Photos of the product packaging
  • Photos or videos clearly showing the damage, defect, missing item, wrong item, or non-conforming issue

Please keep all packaging materials, labels, inserts, accessories, and the product itself until the issue is resolved. Frez or the shipping carrier may require these materials for inspection, investigation, carrier claim, warranty review, safety review, or legal purposes.

If we determine that the product was defective, damaged before delivery, incorrectly shipped, or non-conforming, we may offer a repair, replacement, store credit, refund, reimbursement of reasonable return shipping costs, a no-return refund, safe disposal instructions, or another appropriate remedy, subject to applicable law and our Terms of Service.

Frez does not provide prepaid return shipping labels as a general rule. However, if a return is required for a verified defective, damaged, wrong, or non-conforming item, we will handle the issue in accordance with applicable law. Where required by applicable law or expressly approved by Frez in writing, we may reimburse reasonable return shipping costs after receiving valid proof of payment and confirming the issue.

Do not send the product back before receiving written instructions from Frez. If the claimed defect, damage, or error is not confirmed after inspection, or if the issue was caused by misuse, improper handling, unauthorized modification, improper storage, improper charging, water exposure, impact, normal wear and tear, or use outside intended conditions, the return may be refused or treated as a customer-responsibility return.

10. No-Return Refunds and Safe Disposal

In some cases, after reviewing the information you provide, Frez may decide that a defective, damaged, wrong, unsafe, or non-conforming product does not need to be returned to us. This may occur where return shipping is impractical, unsafe, uneconomical, restricted by carrier rules, or unnecessary for resolving the issue.

If Frez determines that a return is not required, we may, at our discretion and subject to applicable law, provide a refund, replacement, store credit, repair guidance, safe disposal instructions, or other appropriate remedy without requiring you to ship the product back to us.

Do not dispose of, destroy, repair, modify, resell, transfer, donate, or continue using the product unless and until Frez provides written instructions. We may ask you to provide photos, videos, serial numbers, order information, diagnostic information, proof of the issue, proof that the product has been disabled or rendered unusable, or proof of safe disposal before or after we process a remedy.

If we instruct you that the product does not need to be returned, you must stop using the product and dispose of it safely and responsibly in accordance with all applicable local laws, regulations, recycling rules, electronic waste rules, and battery disposal requirements.

Products containing electronic components, sensors, batteries, charging ports, cables, or wireless components must not be disposed of in household trash, household recycling bins, fire, water, or any unsafe manner where prohibited or discouraged by applicable law or safety guidance. You should use an appropriate electronics recycling facility, battery recycling facility, household hazardous waste collection point, or other authorized disposal method available in your area.

If local law requires a specific disposal method, take-back process, recycling process, or cost allocation, that mandatory law will apply. Do not incur any disposal, recycling, shipping, or handling cost for which you expect reimbursement unless Frez has approved that cost in writing in advance or unless reimbursement is required by applicable law.

If the product is involved in a safety incident, injury, fire, overheating, swelling, smoke, property damage, or other serious issue, do not dispose of the product unless Frez specifically instructs you to do so in writing. We may require the product to be preserved for investigation, insurance, carrier claim, regulatory, safety, or legal purposes.

If Frez provides a refund, replacement, store credit, or other remedy without requiring return of the product, you agree that the affected product must not be resold, transferred, donated, reused, or placed back into service unless Frez expressly authorizes otherwise in writing.

11. Electronic Products and Battery Safety

If your product contains electronic components, sensors, batteries, charging ports, cables, or wireless components, do not return the product if it appears swollen, leaking, overheating, burnt, punctured, crushed, water-damaged, or otherwise unsafe unless Frez specifically instructs you how to proceed.

Some damaged electronic products or batteries may be subject to special shipping restrictions. You are responsible for complying with all carrier rules, customs rules, dangerous goods rules, and applicable laws when shipping a product back to Frez.

Frez is not responsible for any injury, loss, delay, seizure, penalty, fee, or damage caused by your failure to comply with applicable shipping, customs, or safety requirements, to the fullest extent permitted by applicable law.

12. Exchanges

We do not guarantee direct exchanges.

The fastest way to exchange an item is to request a return for the item you have. If your return is approved and processed, you may place a new order for the item you want.

Replacement of defective, damaged, wrong, or non-conforming items may be handled separately from ordinary exchanges, depending on the circumstances, product availability, our inspection results, and applicable law.

13. Refunds

Once we receive your returned product, we will inspect it and notify you whether your refund has been approved or rejected.

If your refund is approved, we will issue the refund to your original payment method unless otherwise required by applicable law or agreed by Frez in writing.

Approved refunds generally include the purchase price paid for the returned product, excluding non-refundable charges described in this policy.

Unless required by applicable law or expressly agreed by Frez in writing, the following are non-refundable:

  • Original shipping charges, except where applicable law requires otherwise
  • Return shipping charges
  • Customs duties
  • Import taxes
  • VAT, GST, or similar taxes not collected by Frez
  • Brokerage fees
  • Carrier advancement fees
  • Customs clearance fees
  • Remote area surcharges
  • Payment processing fees, where non-refundable to Frez
  • Other third-party charges not paid to Frez

If a returned product is missing parts, accessories, manuals, packaging, labels, serial number information, or safety information, or if it is used, damaged, modified, contaminated, improperly packed, or otherwise not returned in eligible condition, we may refuse the refund or issue a partial refund reflecting the diminished value of the product, to the fullest extent permitted by applicable law.

We may withhold a refund until we have received and inspected the returned product, or until you provide sufficient evidence of return shipment where required by applicable law.

Where applicable law requires a specific refund deadline, we will process refunds within the period required by that law. After a refund is approved and processed by Frez, your bank, credit card company, PayPal, Shopify Payments, or other payment provider may require additional time to post the refund to your account. This processing time is outside our control.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@frez.app.

14. Cancellations

If you want to cancel an order, please contact us as soon as possible at support@frez.app.

We cannot guarantee that an order can be cancelled after it has been accepted, processed, fulfilled, packed, shipped, or handed over to the carrier.

If your order has already shipped, you may need to receive the product and request a return under this policy.

15. Refused, Unclaimed or Undeliverable Shipments

If a shipment is refused, unclaimed, undeliverable, returned to sender, abandoned, seized, destroyed, or disposed of because of incorrect address information, recipient unavailability, failure to pay customs duties, VAT, GST, import taxes, brokerage fees, carrier fees, or failure to cooperate with customs clearance or delivery, Frez will not be responsible for any resulting loss, delay, cost, damage, or non-delivery, to the fullest extent permitted by applicable law.

If such a shipment is returned to Frez and is eligible for a refund, we may deduct original shipping costs, return shipping costs, customs charges, carrier charges, handling costs, payment processing fees, and other non-recoverable costs from the refund.

If the shipment is not returned to Frez, or if it is abandoned, seized, destroyed, or disposed of by customs authorities or the carrier, we may be unable to issue a refund or replacement.

16. Preorders, Backorders and Delayed Items

If your order includes a preorder, backorder, made-to-order item, limited release, or delayed-shipping item, the estimated shipping or fulfillment date is only an estimate and may change.

Cancellation or return eligibility for preorder, backorder, made-to-order, customized, or special-order products may be limited depending on the product status, production status, and applicable law.

If a product is clearly identified as non-cancellable, custom-made, personalized, made-to-order, or final sale before purchase, it may not be eligible for cancellation or return unless required by applicable law or expressly approved by Frez in writing.

17. Warranty Claims After the Return Period

This Return and Refund Policy is separate from any limited product warranty that may apply under our Terms of Service or any written warranty provided by Frez.

If you believe your product has a manufacturing defect after the 14-day return period, please contact us at support@frez.app with your order number, product information, photos or videos of the issue, and a description of the problem.

Warranty remedies, if available, may include repair, replacement, store credit, refund, no-return refund, safe disposal instructions, or other remedies determined by Frez, subject to applicable law and the warranty terms.

18. Regional Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any mandatory consumer rights that cannot be excluded, restricted, or modified under applicable law.

For customers in the Republic of Korea, the European Union, the European Economic Area, the United Kingdom, or any other jurisdiction with mandatory consumer protection rules, those mandatory rights will apply to the extent required by applicable law.

Where applicable law gives you a right to cancel, withdraw from, return, repair, replace, or receive a refund for a product, this policy will be interpreted in a way that is consistent with those mandatory rights.

For returns based on change of mind or customer preference, return shipping and related costs are generally your responsibility unless applicable law requires otherwise. For verified defective, damaged, incorrect, or non-conforming products, Frez will handle the issue in accordance with applicable law.

19. EU and EEA Withdrawal Notice

For EU and EEA consumers, this policy is intended to provide information about your statutory right of withdrawal for distance contracts. You may notify us of your decision to withdraw by emailing us at support@frez.app or by using the model withdrawal form below. You are not required to use the model withdrawal form, but your notice must clearly state your decision to withdraw from the contract.

If you exercise a statutory right of withdrawal, you must send the goods back within 14 days after notifying us of your decision to withdraw, unless applicable law provides otherwise. You are responsible for the direct cost of returning the goods unless the product is defective, damaged before delivery, incorrectly shipped, non-conforming, or applicable law requires otherwise.

Where required by applicable law, we will reimburse eligible payments within the legally required period. We may withhold reimbursement until we have received the goods back or until you have supplied evidence that you have sent back the goods, where permitted by applicable law.

20. Model Withdrawal Form

You may use this form to notify us of your decision to withdraw from your purchase, but you are not required to use this form.

To: Frez / Hold tight
Email: support@frez.app

I hereby give notice that I withdraw from my contract of sale for the following product(s):

Order Number:
Product Name(s):
Ordered on:
Received on:
Customer Name:
Customer Address:
Customer Email:
Date:

21. Abuse, Fraud and Policy Misuse

We reserve the right to refuse, limit, or reject returns, refunds, exchanges, no-return refunds, replacements, disposal requests, or warranty claims where we reasonably believe there is fraud, abuse, policy misuse, unauthorized resale, altered products, false information, chargeback abuse, excessive returns, or conduct that violates our Terms of Service.

22. Contact Us

If you have questions about returns, refunds, exchanges, damaged items, defective items, wrong items, no-return refunds, disposal instructions, or warranty-related issues, please contact us at:

Frez / Hold tight
Email: support@frez.app
Business Address:
703-J340, 7th Floor, 9 Gangnamseo-ro,
Giheung-gu, Yongin-si, Gyeonggi-do 16977,
Republic of Korea