Refund policy

FriggHome — Refund & Return Policy

Last updated: 16.09.2025.
Applies to: FriggBox Lite, FriggBox Ultra, and related add-ons sold via crowdfunding platforms, the pledge manager, or our online store.
This policy does not affect your statutory consumer rights.

1) Quick summary (human-readable)

  • While the campaign is live: ask the support at support@frigghome.com for a refund.

  • After funds are disbursed but before production lock/address-lock: we offer voluntary refunds (details below), typically minus non-recoverable payment fees.

  • After production lock or address-lock: cancellations/refunds aren’t guaranteed.

  • After delivery: defects are covered under warranty; change-of-mind returns are limited (DTC store only, unopened).

  • Target ship start: March 2026 (estimate, may move due to crowdfunding realities).

2) Definitions

  • Campaign: the crowdfunding period before funds are released to us.

  • Pledge Manager: the post-campaign portal where you confirm model, add-ons, and shipping.

  • Production lock: when we place binding component/manufacturing orders.

  • Address-lock: typically ~30 days before your wave ships; shipping info can’t be changed after this point.

  • DTC Store: our regular online store (non-crowdfunding sales).

3) Refund windows (crowdfunding & pledge manager)

A) During the campaign (platform rules apply)

Request refunds through the crowdfunding platform while the campaign is live. Their timelines and deductions (if any) apply.

B) Post-campaign, before production lock

We’ll honor cash refunds upon request to the original payment method minus non-recoverable processing fees (e.g., card/FX fees) if the processor doesn’t return them to us.

  • Processing time: 5–10 business days after approval (bank timelines vary).

C) After production lock but before address-lock

Because funds are committed to manufacturing:

  • Option 1: Pledge Manager credit (100% of paid amount) transferable to another backer name/email.

  • Option 2: Cash refund minus 10% (to cover committed manufacturing and admin) and any non-recoverable payment fees.

  • We may decline cash refunds for limited editions or customized SKUs.

D) After address-lock or once a shipping label is created

No cancellations or refunds (order is queued to ship). See returns/warranty after delivery.

Note: If you paid in crypto (if/when offered): refunds are in the same asset or EUR-equivalent stablecoin, based on the EUR value at the time we process the refund; network fees are deducted. We do not compensate for token price movements.

4) Returns after delivery

A) Defective on Arrival (DOA) or damaged in transit

  • Contact support@frigghome.com within 14 days of delivery.

  • Provide order number, photos/videos of the unit and packaging, and a brief description.

  • If confirmed DOA/damaged, we’ll arrange repair or replacement at our cost. If neither is commercially reasonable, a refund may be offered.

B) Warranty issues (beyond 14 days)

Covered under the Limited Warranty (separate document). We’ll guide you through troubleshooting and an RMA if needed.

C) Change-of-mind returns (DTC store only)

For purchases on the DTC store (not crowdfunding):

  • 14-day return window from delivery if unopened and unused in original packaging.

  • You pay return shipping; we recommend a tracked, insured service.

  • After inspection, we refund the product price minus shipping and a 10% restocking fee.

  • Not available for crowdfunding/pledge manager orders, limited editions, or customized units.

D) Non-returnable items

  • Activated/used devices, opened software/activation keys, consumables (opened), final-sale items, and any product with missing serial/labels.

5) RMA (Return Merchandise Authorization) process

  1. Email support@frigghome.com with subject “RMA Request — [Order #]”.

  2. We’ll troubleshoot; if RMA is approved, you’ll receive an RMA number and return instructions.

  3. Ship within 14 days of RMA approval; include all accessories.

  4. On receipt/inspection, we’ll repair, replace, or refund per this policy. Items returned without an RMA may be refused.

6) Refused deliveries, unpaid duties, and wrong addresses

  • Parcels returned due to refusal, non-payment of import charges, or incorrect addresses can be re-shipped once recovered; additional shipping/handling will apply.

  • If the parcel is unrecoverable from the carrier, we’ll handle on a case-by-case basis.

7) Payment disputes & chargebacks

Please contact us first; chargebacks are not an appropriate substitute for a refund request under this policy. Improper chargebacks may incur our reasonable recovery costs and fees.

8) Bundles & partial refunds

For bundles (e.g., family packs), approved refunds are pro-rated. If any item in the bundle was used/activated, we may deduct the full MSRP of that item before calculating the refund.

9) Shipping costs & fees

Original shipping, duties, taxes, and brokerage are non-refundable once a parcel is handed to the carrier, except where required by law or where the return is due to our error.

10) Exchanges

Where stock allows, like-for-like exchanges may be offered instead of refunds for DOA or warranty cases. Change-of-mind exchanges are not guaranteed.

11) Timeline transparency (crowdfunding reality)

We target March 2026 to begin shipping in waves, but dates can move due to certifications, component availability, or logistics. We’ll post monthly updates and notify you if timelines change. A revised timeline does not by itself create refund eligibility outside the windows above, except where consumer law requires.

12) How to contact us

13) Policy changes

We may update this policy to reflect operational or legal changes. The latest version will be posted on our website and applies to future purchases and unshipped orders, subject to applicable law.

Jurisdiction notes (guidance only)

  • EU/EEA/UK: You may have a statutory right of withdrawal for certain DTC store purchases (generally 14 days from delivery). This right can be limited for customized or sealed items once opened.

  • Other regions: Local consumer protection laws may grant additional rights. Where local law conflicts with this policy, local law prevails to the extent required.