Returns & Refunds

Our Returns Policy

We want you to be happy with your purchase from Frozen Drinks Machine. If your order is not right for you, our returns process is designed to be clear and straightforward.

Please read the information below before requesting a return.

30-Day Return Window

You may request a return within 30 days of your purchase date.

To be eligible for a standard return, the item must:

• be unused;

• be in its original condition;

• include all original accessories and components;

• be returned in its original packaging where reasonably possible;

• include proof of purchase or the relevant order number.

Items that have been used, damaged after delivery, altered, or returned incomplete may not qualify for a full refund, except where your statutory rights apply.

How to Start a Return

To request a return:

1. Contact us through our Contact Us page and provide your order number together with a short explanation of the reason for your return.

2. We will review your request and provide the appropriate return instructions.

3. Package the product securely and follow the return instructions provided.

4. Once your return has been received and inspected, we will notify you regarding the outcome of your return and refund.

Please do not send a return to an address unless return instructions have first been provided by us.

Standard Returns

For eligible standard returns, a £2.99 return fee may be deducted from your refund where we provide the return shipping service.

Any applicable return charge will be clearly communicated before the return is processed.

The original product should be returned securely and in the condition described in this policy.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives:

• damaged;

• defective;

• incomplete; or

• different from the product you ordered,

please contact us as soon as possible through our Contact Us page.

Provide your order number and, where useful, photographs or other information showing the issue.

Where we confirm that the product was damaged, defective or incorrectly supplied, we will arrange an appropriate solution, which may include a replacement, return or refund at no additional return cost to you.

Nothing in this policy limits any statutory rights you may have in relation to faulty or incorrectly supplied goods.

Refunds

Once an eligible return reaches us, we will inspect the product and notify you of the outcome.

If your refund is approved, it will be issued to your original payment method.

We aim to process approved refunds within 5 business days after the returned item has been inspected.

Please note that your bank, card issuer or payment provider may require additional time to display the refund in your account after we have processed it.

Partial or Reduced Refunds

A full refund may not be available where a returned product:

• has been used beyond what is reasonably necessary to inspect it;

• is damaged after delivery;

• is missing components or accessories;

• is returned in materially different condition;

• has been improperly packaged for the return journey.

Where applicable and permitted by law, any reduction will reflect the condition of the returned item.

Exchanges

Where stock is available, we may be able to offer a replacement or exchange for an eligible product.

If an exchange is not available, we may instead process an appropriate refund and you can place a new order.

Contact us before returning a product if you would prefer an exchange.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

If the order has not yet entered fulfilment or been dispatched, we will make reasonable efforts to cancel it.

If the order has already been dispatched, you may need to follow the standard returns process after receiving it.

Cancellation rights available under applicable consumer law remain unaffected.

International Returns

If you are returning an order from outside the country from which it was supplied, additional shipping charges, customs procedures, duties or taxes may apply.

Unless the return is due to a confirmed defective, damaged or incorrectly supplied item, international return shipping costs and any applicable customs charges are generally the customer's responsibility.

Please contact us before arranging an international return so that we can provide the appropriate instructions.

Peak and Holiday Periods

We may occasionally offer extended return periods during seasonal or promotional periods.

Where an extended return period applies, the relevant terms will be communicated on the website or as part of the applicable promotion.

Items That Cannot Be Returned

Certain items may be excluded from standard returns where required for hygiene, safety, legal or other legitimate reasons.

Any applicable exclusions will be clearly communicated where relevant.

This does not affect your rights where a product is faulty, damaged or incorrectly supplied.

Your Consumer Rights

This Returns & Refunds Policy is intended to explain our standard store procedure.

It does not exclude or restrict any mandatory consumer rights that apply to you under applicable law.

Where applicable law gives you stronger rights than those described in this policy, those legal rights will apply.

Questions About a Return?

If you have questions about a return, refund, damaged item or order issue, please contact us through the Contact Us page on qovomar.online.

Please include your order number whenever possible so we can assist you more efficiently.

Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect operational, service or legal changes.

The most current version will always be available on this page.