Refund & cancellation policy

• You can cancel an order until it is packed — usually within a few hours of ordering. Message us on WhatsApp at +91 75599 33200 or email support@frozenart.store with your order number.
• A cancelled order is refunded in full to the original payment method.
• Once an order has been dispatched it cannot be cancelled; you can return it under the rules below.
• Made-to-order and personalised items (custom moulds, cut-to-size bases, studio commissions) cannot be cancelled once work has started.

• Ask for a return within 3 days of delivery.
• The product must be unused, unopened and in its original packaging with all seals intact.
• For hygiene and safety, liquids and powders cannot be returned once opened — resin, hardener, pigments, alcohol inks, fragrance oils and similar.
• Approved returns are refunded as store credit for the product value, valid for 6 months. Shipping charges are not refundable, and the return postage is paid by you.

If your parcel arrives damaged, or an item is wrong or missing, tell us within 48 hours of delivery:

1. Record a continuous unboxing video, starting from the sealed parcel with the shipping label visible.
2. Take clear photos of the damage, the item and the outer box.
3. Send them with your order number to +91 75599 33200 on WhatsApp or to support@frozenart.store.

We review every claim within 2–3 working days and then send a replacement or refund the item — your choice where stock allows. Claims without an unboxing video, or raised after 48 hours, may not be accepted.

Resin and liquids travel sealed and double-bagged, but bottles can sometimes seep a little in hot weather. If the product is intact and usable, a small amount of seepage is not treated as damage. If a bottle has broken or lost a noticeable amount, it is — send us the video and photos as above.

• Refunds for cancellations and approved claims go back to your original payment method through Razorpay.
• We start the refund within 2 working days of approval; your bank usually shows it within 5–7 working days.
• Store credit is sent to you as a coupon code that you enter in the bag at checkout.
• Original shipping charges are refunded only when the mistake was ours.

If a parcel comes back because the address was incomplete, nobody was available after the courier’s attempts, or the delivery was refused, we refund the order value minus the forward and return shipping charges — or reship it once you pay the shipping again.

Curing and burning depend on the mix ratio, temperature, humidity and technique, so an unexpected result is not grounds for a return on its own. We are glad to help you troubleshoot — send us photos and how you worked, and we will tell you what we would change.

Write to support@frozenart.store or WhatsApp +91 75599 33200, Monday to Saturday, 10 am to 6:30 pm (IST).