Returns and Refunds
This page explains two separate things: our 60-Night Cool Sleep Promise, and your standard UK legal right to cancel an order. They work differently, so please read both sections below to see which one applies to you.
1. The 60-Night Cool Sleep Promise
Every Froste Ice-Silk Cooling Pillowcase is covered by our 60-Night Cool Sleep Promise. This is our own guarantee, and it works like this.
- Sleep on your Froste pillowcase for up to 60 nights from the date you receive it.
- If you have given it a fair go and you are still waking up hot, email us at contact@frostesleep.com within 60 nights of delivery and tell us your order number.
- You keep the pillowcase. There is no need to post anything back to us.
- We will process your full refund within 5 working days of receiving your claim email.
The 60-Night Cool Sleep Promise is a satisfaction guarantee, not a fault return. It applies to genuine attempts to sleep on the product for a reasonable period within the 60 nights, one claim per order. Refunds under this promise are paid back to your original payment method.
This promise is offered by Froste in addition to, and does not remove or replace, your statutory rights as a UK consumer, including those set out in section 2 below and your rights if an item is faulty or not as described.
2. Your statutory 14-day right to cancel
Separately from the promise above, if you are a consumer buying from us online you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is a different mechanism with different timings and conditions, summarised here.
- You can cancel your order for any reason, including simply changing your mind, within 14 days starting the day after you receive your goods.
- To cancel, tell us clearly within that 14-day window, by emailing contact@frostesleep.com with your order number and that you wish to cancel.
- Once you have told us you are cancelling, you then have 14 days to send the item back to us. Unlike the 60-Night Cool Sleep Promise, this statutory right requires the item to be returned.
- The item should be unused and in a resaleable condition, in its original packaging where possible, in line with your duty to take reasonable care of goods before returning them.
- You are responsible for the cost of returning the item unless we tell you otherwise or the item is faulty or not as described.
- Once we receive the returned item, or you provide evidence you have sent it, we will refund you within 14 days, including standard delivery charges you originally paid. Refunds are made to your original payment method.
Faulty or damaged items
If your pillowcase arrives faulty, damaged or not as described, this is covered separately by your statutory rights under the Consumer Rights Act 2015, regardless of the 60-Night Cool Sleep Promise or the 14-day cancellation period above. Email us at contact@frostesleep.com with your order number and a photo of the issue, and we will sort out a replacement or refund.
How to contact us
For a 60-Night Cool Sleep Promise claim, a 14-day cancellation, a faulty item, or any other question about your order, email contact@frostesleep.com with your order number. We aim to respond to every email within 2 working days.
Quick summary
| 60-Night Cool Sleep Promise | Statutory 14-day right to cancel | |
|---|---|---|
| Time limit | 60 nights from delivery | 14 days from delivery to cancel, then 14 more days to return |
| Reason needed | Still waking up hot after a fair try | None, any reason including change of mind |
| Do you send the item back | No, you keep it | Yes, at your own cost unless faulty or not as described |
| How to claim | One email to contact@frostesleep.com with your order number | Tell us within 14 days, then return the item |
| Refund timing | Within 5 working days of your claim | Within 14 days of us receiving the returned item |
Nothing in this policy affects your other statutory rights as a consumer.