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© 2017 by Frosted Concepts. 

Returns and refunds policy

The Fixate Gel Pads Returns and Refunds Policy applies to customers who have purchased goods directly from this

Fixate Gel Pads website and Frosted Concepts Pty. Ltd.

Please note that this policy does not apply to customers purchasing Fixate Gel Pad products from another organisation  or distributor or through another platform such as Amazon or eBay. In these instances, please refer to the terms and conditions and return and refund policy of the organisation that you have purchased the goods from. They are also not applicable to customers purchasing products wholesale or for business purposes.


Faulty, Damaged or Incorrect Products


If you receive incorrect, damaged or faulty product(s), please contact Fixate Gel Pads via the contact form or via info@frostedconcepts.com to arrange for a refund or replacement. In this instance, where the products are incorrect, faulty or damaged, we are responsible for the costs of returning the products and will reimburse where appropriate.

Faulty Item

If the item is deemed to be faulty due to manufacturing defect, we may require an image of the product or the product returned to assess. Fixate Gel Pads will replace free of additional shipping charges or refund . If the item is not deemed to be faulty, it will not qualify for an exchange or refund under this return type.

Incorrect Item

Fixate Gel Pads will cover the re-delivery charges if the item you received is not what you initially purchased. We will require the incorrect item to be returned to us in original condition - unused and unopened.

Non-Delivery of Order

Shipping options are available upon checkout with a standard service provided and a premium service with tracking enabled post. If you opt for the standard option without tracking we are unable to provide further assistance in the event of a non-delivery unless the item is return to sender. If an order is returned to us in the case of a non-delivery, we will contact the customer and re-send the order free of additional shipping charges.

Please note, Fixate Gel Pads is NOT responsible for stolen/lost order, orders sent to the wrong address, or refunding/replacing orders in these cases. Fixate Gel Pads is not responsible for any packages once they are in the hands of any one of our shipping subsidiaries.

No further assistance can be provided until the missing item time frames set by Australia Post are fulfilled, once met, an enquiry with Australia Post will be submitted on behalf of the customer. 

Domestic (within Australia) Post - later than 3 business days

International Post - non-delivery item was posted at least 90 days ago

Cancelling order and refunds

Orders may only be cancelled and fully refunded within 24 hours prior to dispatch, once an order is shipped it cannot be refunded due to change or mind or any similar reason.

Please email us at info@frostedconcepts.com with your name and order number.