Refund policy
Returns, refunds and delivery issues
You may request a change-of-mind return within 14 days of receiving the product. Return it unused, in its original condition with its accessories and packaging. Contact us first for return instructions. The customer pays change-of-mind return shipping unless applicable law requires otherwise. Orders can be cancelled before fulfillment; any broader mandatory rights remain unaffected.
Intentional damage, misuse, unauthorized repair, ordinary wear and accidental damage after delivery are not manufacturing defects and do not qualify for a free defect refund on that basis. The separate optional cover below explains which accidental damage it covers and excludes.
Contact FrostPilot through the contact form with your order number before returning a product. We provide return instructions and the appropriate return address. Do not send returns to the sender address without contacting us.
If goods arrive damaged, defective or incorrect, or are not delivered, contact us promptly with the available evidence. Where a replacement or refund is due, no paid delivery-protection service is required. We cover the costs of resolving a qualifying defect or delivery issue. Shipping protection is included free.
Nothing in this policy limits mandatory consumer rights, including applicable cancellation rights and remedies for faulty or misdescribed goods. Eligibility for an ordinary change-of-mind return is separate from the optional accidental-damage cover below.
30-Day Accidental Damage Cover
Optional cover costs $4.99 USD per FrostPilot scraper, paid once when you purchase it. Two covered scrapers cost $9.98; three cost $14.97. Cover starts when you receive the scraper and lasts 30 calendar days.
We provide one replacement per covered scraper for an accidental drop, crack or break during normal use in accordance with the supplied instructions. Standard delivery of the replacement is included. If a replacement is unavailable, we refund the price actually paid for the affected scraper. The replacement does not restart or extend this cover.
What this optional cover excludes
We do not provide a replacement or refund under this optional cover for intentional damage; misuse or failure to follow the instructions; unauthorized opening, modification or repair; immersion in water; fire; loss or theft; normal wear; cosmetic marks that do not affect operation; or damage to vehicle glass or other property. Events outside the 30-day cover period and additional claims after the one covered replacement are also excluded.
These exclusions apply only to this additional accidental-damage service. They do not remove your legal rights for faulty, misdescribed, incorrect or undelivered goods, or any mandatory cancellation or refund rights. A defect claim is assessed separately and does not require you to buy this cover.
How to request help
Contact FrostPilot through the website contact form within 30 days of receiving the scraper. Include your order number, a description of what happened and a clear photo or short video. We aim to reply within two business days. If we require the damaged scraper back for an accepted claim, we pay return shipping. Replacement transit depends on destination and availability.
Cancellation
Cancel this cover before your order ships for a full refund of the cover fee. After dispatch, you may cancel within the first 14 days of cover if no claim has been made. Any broader mandatory rights still apply. If the scraper order is cancelled, its cover is cancelled too.
Delivery protection is included free
No paid delivery-protection add-on is required. If your order arrives damaged, defective or incorrect, or is not delivered, contact us for a replacement or refund as applicable. We cover the costs of resolving a qualifying delivery or product-defect issue. Accidental damage after delivery is a separate optional service described above.