Satisfaction Guarantee and Return Policy
Your satisfaction is our #1 goal; every product we sell is backed by the manufacturer's warranty as well as FrostyComputer's satisfaction guarantee for most products. If a product you purchase fails to meet your needs, please review the information below and return it to us within 30 days of receipt, and we will be pleased to arrange an exchange, refund, repair or replacement (if avialaibe). We offer direct in-warranty and out-of-warranty support on MSI products. Lifetime support/ repairs available, at a repair cost on MSI laptops, please contact us for help. MSI tech support 24/7 hotline: 1(888)447-6564
Please note that there may be a 15% restocking fee for returning non-defective systems that have been opened, used, missing components, or in an unsaleable condition due to customer tampering. Original shipping fees paid to the shipping carrier are not refundable on non-defective returns.
If placing an order of $400 or more thru Newegg, a signature will be required to receive the order. Please provide a delivery address where someone will be present M-F during business hours, 9am-6pm, to sign for the package. 3 delivery attempts will be made to the specified address on file to obtain a signature. If a package is unable to be delivered after 3 attempts, the package will be returned to us or held at a UPS pickup location, and the original shipping fees we paid to the carrier cannot be refunded to you.
Please note: For security purposes, once your order has been placed online with the selected delivery address, Newegg will NOT allow the shipment to be re-routed, changed, or picked up from UPS/ Fedex location.
All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return. Return processing may take up to 3 business days from the time your product is received.
Products must be in the original manufacturers packaging, and shipped securely.
Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with.
Product serial number, or any similar identification numbers, must match the serial number on the package or invoice ( We maintain serial number tracking).
Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or indication of removed screws/fasteners or seals.
Products so labeled with a security seal, must have the seal intact and not tampered with.
For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. Signature confirmation is typically NOT required on returns. Lava/Frostycomputers shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable. At our discretion, Lava/ Frostycomputers may reimburse shipping charges related to the return or exchange of defective products inside the U.S. only.
- Returns Policy
All returns must include the following or it will be rejected and returned back to you at your cost:
. Product purchased from Frostycomputers
. Original Condition, no physical damage (exclude damages sustained during transportation)
. All accessories, manuals, warranty registration card, etc.
. Original UPC/serial# intact on product and on retail package (Proof of Purchase)
. Valid RMA number obtained from website or customer service for the correct product and order
Additional Return Requirements and Policy:
1. An RMA number must be requested within thirty (30) calendar days of the delivery date. Shipping charge is the cost of us sending the product to you and will not be refunded. No restocking fee will be applied on return for DOA/Defective and shipping damaged product. Shipment received with visible damages must be reported to us within seven (7) calendar days of the delivery date. In the event an item is sold with "free shipping", Frostycomputers will refund the amount of sale.
2. All returns with missing part(s) (including, but not limited to, accessories, manuals, warranty registration cards, original manufacturer packing materials and retail packaging) will not be processed until the part is received.
3. Customer is responsible for return shipping expenses unless otherwise explicitly states on the product. Replacements will be shipped at our expense.
4. Customer is required to ship the return products with sufficient shipping packaging and void fill material inside to prevent product from physically damaged during return transportation. Customer is responsible for any loss and damages in return shipping.
5. Upon our acceptance of the merchandise in like new condition in strict conformance with the basic criteria and standard returns policy, the purchase price will be credited to the credit card used for the original purchase.
6. Refund will be issued after our warehouse receives, inspects, and processes your return. Frostycomputers will refund back to your method of payment.
1. Log onto your Newegg.com account and find your order in order history, click on 'Request RMA from Seller' Button next to the order information.
2. On 'Compose Message Page', verify the order number you want to request return on the top of the page, choose 'RMA Inquiry' from the drop down menu, provide the item# (you can find on your order invoice e-mail) and the reason you want to return, and indicate you want to return for replacement or refund before click 'send message' button.
3. Once our Customer Service Representatives receive your inquiry, it will take us 24 - 48 hours to respond to your inquiry.
4. Once our Customer Service has verified your order information and approved for you to send the merchandise back to us, you will be provided with Return Merchandise Authorization (RMA) number for your return through e-mail. The e-mail contains RMA number, RMA details and important return shipping instruction. Read the instruction carefully before you ship your return merchandise back to us.
5. We strongly recommend you return your item in the same or similar packaging as they were delivered to you with all the original parts, accessories and menu/documentation included (any missing parts or accessories may result your return being rejected or your refund/replacement being delayed). Re-using the package your item came in is acceptable, as long as the packaging is in good condition and all previous addresses, tracking information and labels are removed.