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Refund policy

Thank you for choosing Frovial. At Frovial, we take pride in our meticulous attention to detail and commitment to craftsmanship. We are dedicated to providing high-quality products and exceptional service to our valued customers. If, for any reason, you are not satisfied with your purchase, we offer a straightforward and fair refund and return policy to ensure your peace of mind.

30-Day Return Policy

We accept returns within 30 days from the date of purchase. To qualify for a return, the item must be unused, uninstalled, and in the same condition in which you received it. It must be returned in its original packaging, along with all accompanying components, manuals, and accessories. Additionally, a copy of the order confirmation or packing slip must be included. Items that do not meet these conditions may not be accepted for return.

How to Initiate a Return

  • Contact our return team at sales@frovial.com to begin the return process.
  • Once your request is reviewed and approved, you will receive a Return Authorization (RA) number along with return instructions.
  • Securely package the item in its original packaging, ensuring all original contents and accessories are included.
  • Clearly write the RA number on the outside of the package.
  • If the return is due to a defect or our error, we will cover the return shipping cost.
  • If the return is due to a change of mind or customer error, you will be responsible for the return shipping cost.

Refund Process

Once your return has been received and inspected, we will notify you via email regarding the status of your refund. If your return is approved, your refund will be processed, and a credit will be issued to your original method of payment within 10 business days. If the return does not meet our conditions, we will notify you accordingly.

Non-Refundable Items

  • Used, installed, or tampered items are not eligible for return. This includes:
    • Stainless steel thermometers
    • Brass orifices
    • Pilot generators and piezo generators
    • Fuse blocks and pack piezo
    • Element wires, millivolt wires, and wire harnesses
  • Items returned without original packaging or missing parts will not be accepted.
  • Hygiene-sensitive products such as sauna brushes or sauna wooden clocks that have been opened or unsealed are non-returnable.
  • Gift cards and promotional vouchers are not eligible for return or refund.

Damaged or defective items

If an item arrives damaged during shipping, you must notify us within three days of delivery by contacting sales@frovial.com. Please include your order number and clear photographs of both the item and the packaging. In such cases, where the damage occurred during carrier transit, we will send you a replacement at no extra cost. However, if the item has been damaged after delivery due to misuse, incorrect installation, or mishandling, it will not be eligible for a refund or replacement.

Exchanges

We also offer exchanges under specific conditions. If you received an incorrect item due to our error, we will promptly send the correct product and cover all associated shipping costs. However, if you received the correct item and wish to exchange it for a different product, version, or specification, you will need to follow our return process and bear the cost of return shipping.

Once the return is processed and the refund issued, you may place a new order for your preferred item. This ensures both accuracy and efficiency in inventory and order handling.

For any questions or concerns regarding your return or refund, please feel free to contact us with the details below. We are here to assist you with any issues you may have.

Contact Information

Phone: +1 678-237-8207

Email: sales@frovial.com

Address: 20 Terminus Pl NE #1312, Atlanta, GA 30305, United States

Support Hours: Mon to Fri: 9:00 AM to 5:00 PM