Refund policy
Last updated: October 19, 2026
The short version
- 30-day money-back. If you're not happy, write to us within 30 days of delivery, and we'll refund you.
- For our stove fan, you don't need to send anything back.
- Gift season: orders placed from November 1 to December 24 can be refunded until January 31.
- If something arrived damaged, we only ask for one photo.
- We issue your refund within 7 business days, to the card or account you paid with.
How to ask for a refund
Email help@firstfrosthome.com with:
- your order number (it's in your order confirmation email and starts with #), or the email address you used to order; and
- which item you'd like refunded.
That's all. No forms. A short reason helps us do better, but you don't have to give one.
The stove fan: you keep it
You don't need to mail the fan back. Keep it, give it to a neighbor, or recycle it. Please don't mail anything to us.
Arrived damaged, wrong, or with something missing
Write to us within 30 days of delivery.
- Damaged or wrong item: send us one photo. A phone photo is fine.
- Something missing: just tell us what's missing.
Then you choose: we send you a new one at no cost (as soon as it's in stock), or we refund you in full.
Doesn't suit your stove?
Our stove fan is made for wood stoves with a flat top. If it doesn't suit your stove, tell us within 30 days of delivery. It's covered by our 30-day money-back, and you don't need to send it back.
Gift-season orders
- Orders placed from November 1 to December 24 can be refunded until January 31, or within 30 days of delivery, whichever is later. That way, a gift opened on Christmas morning is still covered.
- It works just like our 30-day money-back: write to us, and you don't need to send anything back.
- Got it as a gift? Ask the person who ordered it to write to us. The refund goes back to the card or account they paid with.
Our guides (PDF)
- With the stove fan: the guide and the big-print Woodpile card come with every fan. When we refund a fan, you get the full price back and you can keep them.
- Bought on its own: Winter-Ready House ($9) and our other PDF guides get the same 30-day money-back, counted from the day you bought it. You keep the files.
- Download not working? Write to us and we'll send it again.
Shipping costs
If you paid $5.95 for shipping, we refund it too when we refund your whole order.
Canceling before it ships
Write to us. If your order hasn't shipped yet, we cancel it and refund you in full. If it has already shipped, that's fine: our 30-day money-back still applies, and you don't need to send it back.
When you'll see your money
- We issue your refund within 7 business days of your request, and usually much sooner.
- It goes back to the card or account you paid with.
- Your bank usually takes another 5 to 10 business days to show it.
- We email you when the refund is on its way.
Please come to us first
A refund from us is faster and simpler than a dispute with your bank. We reply within 6 hours, Monday to Friday, 9 am–5 pm Eastern.
A few more things
- No exchanges. We refund you, and you're welcome to order again.
- After 30 days? Write to us anyway, and we'll see what we can do.
- Fair use. We may say no if someone asks for refunds again and again on many orders.
- This promise is in addition to any rights you have under the law.
Email help@firstfrosthome.com. First Frost Home · Miguel Nunes da Costa · Rua João Barata 1, 7320-102 Castelo de Vide, Portugal