FRESHeTECH
reviews and complaints

I got the bong dual. Amazing piece! Sadly my girl knocked it off my coffee table within first 5 hours of having it. Got a solid 4 bowls in. Was very smooth, and definitely cooled hit down as advertised. The ash catcher and middle perk broke, so all I'm left with is the base and the glycerin Coil. Still hits pretty decent, but nowhere near as smooth as with all pieces. If I hadn't spent so much already I would re buy the broken parts! However I'm broke now so will continue using as is. All in all great products and 10/10 will recommend.

Ordered earbuds from them in early May. Both sets up earbuds did not work. I promptly emailed them and returned the items. Tracking confirmed they received the items on May 26th. 3 emails sent no response to any. File dispute through PayPal to get assistance in resolving the matter and get my refund. Freshetech wants a copy of shipping label even though tracking confirms received. Not sure why the consumer would have a copy of a label on an item that shipped but that's what they want. Avoid this business at all cost. Not reputable whatsoever.

Product is AMAZING but does take forever to ship. People saying their product is poor quality, I have never experienced that. Every product I've purchased has been fantastic, new, clean, and shipped very safely. Their customer service staff is responsive and helped make the process smooth when I had an issue with my shipping address. HOWEVER don't pay for expedited shipping. They take a full week just to print the label, it's a waste of money. Except multiple weeks shipping time. But for the quality of the product, I'm totally okay with that.

This pipe is possibly the WORST piece ever used, I complained and they said if the attachment doesn't completely come apart and IS functional we won't replace or refund it. So, the fact is your product was made wrong shipped to me for $341.20 and I paid for protection shipping when i specifically removed it. I will be contacting the ComplaintsBoard.com for a full review of your Greezer garbage, how can u actually refuse a new customers request to replace a glycerin mouth piece, the one with coils gets clogged every other day and doesn't even fit into the base, GOOD LUCK WITH YOUR POLICIES.

An amazing company through and through! I bought the Bong Dual with the ash catcher from them a few months ago. Let me tell you, this thing is a MASTERPIECE! This bong makes smoking very comfortable on my throat and lungs. I could literally smoke all day with virtually no discomfort. Be sure to take good care of it when you buy one. This is definitely a piece you'll be proud to have in your collection for a very long time! Top tier customer service too. They've always been friendly, helpful, and patient whenever I've reached out to them with any questions or comments. Very happy customer!

The company's logistics has some issues it seems. I'm patient -- two weeks to ship out a product sucks, but whatever. I received exactly what I ordered, the glass is cool, the e-nail has great style and fit but not so great function. I'm not impressed with it at all, I've gone back to the blow torch. Any sort of correspondence upon order saying "we're backed up, order may take longer to ship" or similar instead of simply creating the packaging label and letting it sit two weeks in silence would be great. The glycerin coil is cool, I like the idea and it works well. The recycler functions adequately. I'd say skip on the e-nail.

Their products would be great but they are SO cheaply made. I have had to replace my beaker (bottom of bong) twice now after the connecting piece broke for no apparent reasons. It took me emailing customer service several times to get an answer - and they took 10+ days to do so. They told me they are sold out of the replacement piece and have no idea when it will be restocked! That was all of their help! So the piece I am left with is useless for now and I'm expected to spend hundreds more on a whole, different new piece or find something else. Pray someone else comes out with pieces like these that are not cheaply made and that their customer service is not so horrible...

I am following up on an order I placed for an XL freeze pipe bong. Although it has only been a week, I have heard from other shoppers that it takes around 2 months to receive their product. This is absurd and the customer service at freshetech is horrible. Matter of fact I've sent emails that they ghosted and even reached out to Adam Schwartz's iPhone and he responded rather quickly but then I mentioned freshetech and continued to ghost me. The fact that a company is okay with horrible customer service and 2 month delays is not okay. I am writing this review because the product freshe tech is selling has insane potential but with poor customer service they will never be respected. I ask that you please respond to my emails, order number 50300, and please have some initiative when preparing people's orders.

Even though my last order was just the 18mm adapter for the bubbler to hold the enail or ash catcher, I was amazed at how quickly it arrived! This makes approximately 5-6 orders that I've placed since August 2022, and each has been delivered faster than the last! The first order was a little troublesome, however there have been zero issues since. As far as the quality of products I've received goes, I could not be happier! They perform as described, and clean up, like new with very little effort. My only problem is, I look at the website far too often and have quite a "wish list" of Freeze Pipe products. Keep up the awesome work guys! You have certainly developed a winning combination with cooling gel, in conjunction with the design of each specific piece. So far I've tried the Bubbler Pro and the Recycler bong, and I love them both! Which leads me to wonder about the performance of the other bongs and dab rigs they offer. Tomorrow's another day, right? Thanks for everything, from a loyal, chilled out, Freeze Pipe customer.

I paid extra for 3 day international shipping. After 3 days without even a shipping notification I began trying to contact them which is difficult because they do not publish a phone # anywhere, let alone toll free from Canada. After finally replying to one of my emails they printed a shipping label to try and shut me up. After a week of the shipping label still not showing as picked up they finally shipped my order after 10 days despite taking my extra $ for 3 day international shipping. *** did indeed come through on their end and I received my order 3 days later.
When I went to use my product it shattered the first time I tried to attach the keck clip. Here we are two weeks later and I am still trying to get a resolution to me defective product. Their customer service is non-existent in the sense that they never reply to emails and when they do they ignore you when you reply to their own email! Horrible.
I am now going to start leaving comments on the *** videos of the influencers that recommended this company. At least then some others may not get sucked into dealing with this.

I placed an order for a product from freshetech on a popular shopping site on 4/8, where freshetech is a Seller. One 4/9, the shopping site showed the product as "shipped," but the USPS Tracking history showed that USPS had received Pre-shipment information, only, and was "awaiting item." The Post Office is still "awaiting item" today, 23 days later. Tracking history has not changed. I wrote to freshetech ("the seller") three times over a week via the shopping site's chat portal. I did not receive a single reply. In my messages, I requested that freshetech cancel the order and provide a refund. Freshetech did not respond, I was ultimately forced to go around the seller by using the shopping site's last-resort option for "problem" orders. The seller, freshetech, failed to fulfill the order, failed to communicate and inform the customer of any delays or problems, and failed to answer multiple written requests for help, order cancellation, and a refund. I am more disappointed by this company's performance than I have been with any other company I can remember dealing with in more than 35 years. I'm astounded they can continue to operate in this fashion.

BEWARE

I placed an order on April 18th & it is now May 2nd.. I still haven't even received a notification saying my order has shipped. I have reached out several times to "FreshEtech" to see if there were any updates on my order & the gentleman "Adam" just keeps sending the same response saying that my order has been delayed. This has happened 3 separate times already. None of the dates that "Adam" said my order would ship on have actually manifested. I've visited the company's *** page & needless to say there have been several other people have to deal with this exact same issue. I wish I would of read all of the negative reviews on their *** page & their ComplaintsBoard.com page before I decided to spend money with them. I have contacted *** about cancelling this order because I refuse to let a company give me the run around. Seems they will gladly take your money while taking their sweet time on getting you your product. I honestly don't know if my order would of ever actually shipped or if these guys would of just kept extending the shipment date until I cant file a return. Their website says they will not offer a refund/return once it has been 14 since your PURCHASE (not ship date)!

Bought their bubbler kit and received it promptly and without issue. Product seemed to be of good quality and I enjoyed it for three weeks until the glass formed a stress fracture under the clip at the bubbler to coil joint and snapped off clean during a light smoke session. Provided photos and sent customer service an email to inform them that the glass seemed to be faulty due to either a one off product issue or a design flaw. Asked if there was anything to be done. After three days of silence I sent another email. Didn't even get the same confirmation reply for the second email that I got for the first. Tried to call their customer service phone number. It doesn't work. Texted their other customer service number. Got the return text asking how they could help me and I explained me problem and asked what my options were. Immediately stopped receiving texts back. If they weren't blatantly avoiding even talking to me and just said hey sorry you're just going to have to buy another glycerin coil, I probably would have swallowed my disappointment and bought it and a recycler and enail. Now I think I will just save my money and suggest everybody else does too. Bums me out. I really enjoyed the product all three weeks it functioned.

Most of their products are awesome, customer service not so much when asking about my bong dual XL that won't even hit properly. I get clogged up all the time and was told to purchase the bong xl straight tube which is out of stock, apparently this business thinks the spiral coils make the product look so much better, they will force us to purchase an additional $75 for an item that they know should come with the bundle, even if it cost more.

I have talked with customer service, I showed them a picture of my coil that gets clogged and no real response. I've sent essays of feedback and was a bit angry that I have been fooled and feel like I was conned out of my money.

I would like a replacement coil at least to see if that's my issue for clogging, I use a fan and blow dryer after cleaning the thing 4-5 times a day.

They claim this is the best of the best for flower and medical patients would love it, even though my dad cannot even have enough lungs to take a hit, but their bubbler hits real good.

I don't know the problem with their customer service. Either they know they are using a horrible system with the spiral coils then they are selling me a product that doesn't work great with and I can't return it, if I try it out and it doesn't work great.

They didn't even offer me like a 50% off for the straight tube(which they stay sold out, i'm going to assume people suck it up and realize they have been duped into buying and say f it and be happy)but I'm not rich, and if it suppose to hit good with the spiral, then I would like a replacement for it at least or the straight tube, I'll gladly send back my other one if it will fix my problem. I will get on zoom and show them my issues, I like their idea and products but treating me badly, compared to others who give up on them and just write 0 stars and give F rating. I'll give 2 stars.

If I had a big social media following or *** channel, I wouldn't have to go through this. unfair.

I placed an order on the first week of July . It is now August 7th and I've had multiple emails with "Adam" giving me run around emails. This person has told me my product has shipped and assured me that the update status on *** would take a couple days to update which isn't true since I've worked in shipping. Adam told me all the pieces had just come in and they were stocking the shelves and that my product will ship by end of week which never happened. I waited until the date it was suppose to arrive even though it said it never left Florida. I then worryingly emailed Adam again letting him know my concerns. I tell Adam that *** told me they never even received a package. Adam then tells me I'm "right" they never shipped my package and now he wants me to either send the package missing items or wait another week assuming they won't give me more run arounds. How can a business operate like this. I have emails to prove this. Here's one of the last exchanges, Me: "Hello,

I just spoke with *** and they said that they never received a package from you. I have a verification number for this package now to make sure this goes out. I'm not sure what is going on with this business. Carlos from *** has sent in an inquiry to this. If you need reference number I can give it to you. I want to know what's going on. Why are you telling me that *** isn't scanning at origin? I told them that your business is doing this and they have filed it. What's going on? "

Adam:You are correct. I confirmed that we haven't shipped. We are waiting on the hollow tube that will be in stock early next week.

Would you like me to have it shipped out without that piece early?"

Keep in mind this was suppose to ship on the 28th of last month and I paid express shipping. This is an order over 350$ and they can't even get it out the door. What is wrong with this company? Why do they have run around tactics. I'm sure Adam will come on here to tell me that I'm wrong and I will have to provide more email proof.

I told this business that this is wrong and they continue their mal practice and lies. If I need to take this to court I will

I've attached the email exchange with their support email. They've stopped responding to me and sold me a known defective product, twice. I got a kit for ~$300 the first time, this broke within a week, I advised support who gave me a coupon for 40% so I purchased a replacement part for ~100 and this one too broke exactly in the same spot. After going back and forth with support they admitted it to be defective and have since stopped responding. At this point I've sent this company over $400 dollars and was sold two defective products and now support will not respond to me. I would like a refund for the 2nd unit I purchased and a replacement.

Ordered product have not received in the time frame provided with no information provided by the company as to why there is a delay in delivery. Ordered product and paid an extra fee for upgrading to 2-3 day delivery. Similar to other complaints filed against this company received a tracking number on October 9 that does not work, because the product has yet to actually arrive at an USPS facility for delivery even though a shipping label was created on the above date. After attempting to contact the company through email, I received a generic response from Gio stating my issue would be looked into. However, I have not received another response since.

I ordered a freeze pipe from freshetech and still have not received the freeze pipe I ordered I was provided a tracking number two days after my order for USPS. The tracking number never updated and USPS states they never even took possession of the item. It's been two weeks and I still have not received item. I emailed freshetech and they tried to blame USPS for not updating their info however again I have not received my item. This company is a scam and I advise you to order nothing from them. They promptly reply to email with loads of crap until you ask for your money back and then no reply since. I disputed the charges with my bank. This company should be shutdown.

Only ordered one piece and they charged me for 3. I have not received my original order yet. I placed an order for one piece from this company. After the order is complete, there are pop-ups that if you click on (I was actually trying to get out of the program), they add them to the completed order. Once I discovered this, I promptly emailed the company (there is no phone number) and they said they would issue me a credit. Problem is, I have not received any of my credits. Website says orders are sent within 2 business days. This is 11 days later and my one item that I ordered has not shipped yet. I have emailed them the last couple of days numerous times with no response.

I paid extra for a quicker delivery, yet my product still has not been shipped and it is 4 days after the latest stated date of delivery. Order date: 1/2. Order #***. Sales rep- Veronica Payment amount- $86.79 $5 extra for shipping. Payment method -*** 1/8 - 1/12 is the duration of this problem. I paid extra to receive my product on 1/8 at the latest, however according to the tracking number I was given, it has not even been shipped yet 10 days later. I emailed FRESHeTECH on 1/8 with a description of my problem, and their response was that the Freeze Pipe Bubbler units would be shipped out early next week. I sent another email regarding a refund for the extra delivery charge and have not been answered yet, 3 days later.

Product Not Working - No resolution I purchased ear buds for my son for Christmas. After opening, he plugged them in and they would not charge. We have read directions, kept them plugged in and they still will not work. I have emailed the company 3 times, the 3rd time I told them I would be reporting to the ComplaintsBoard.com, they replied with an email explaining that I will receive my shipment... that wasn't the problem, the problem was that they were not working. Apparently they only assumed I didn't receive the item with out reading that the problem was actually for earbuds that do not work. I emailed them a 4th time telling them the earbuds will not work, receiving the product was not the issue. I haven't received a reply or a resolution and I'm getting frustrated as the earbuds weren't purchased for $1 or two. I'm sure if I received my money back, I could find cheaper ear buds that actually work.

Made a purchase from them back in April. Still have not recieved. Given bogus tracking # when asked again and now no response. On April 25th I made a purchase from FresheTech.com. Was then emailed that shipping would be delayed on my item til May 10th. I had not heard anything by the 15th so I sent an email inquiring to when it would be shipped. Send email back same day stating itnqould be shipped the 26th of May. Again didn't hear anything. In June 2nd I sent yet another email inquiring to where my item was. I get no response back and get an alert my item is shipped. Go look at details. Says shipping label was created for over a week. Item supposedly was picked up from ups a week and a half later and now they tracking # doesnt even work. It was bogus the whole time. I want my money back for this purchase. My order # was *** for total of $56.93. I can send all emails I have for documentation.

on 04/18 I placed an order with www.thefreezepipe.com for a freeze bong. They charged my card for $142.80, and I received the email confirming my order. order #*** A banner on the website stated that bongs would be shipped out on 4/29. 4/29 came and I never received any shipping confirmation, ON 4/30 I sent an email stating that I would like an update on the status of my order. On 05/03 I sent another email requesting my order be canceled as I was very disappointed with the lack of communication. On 05/03 I attempted to use the text message help service that is posted on the website. It appears to not be active as it didn't actually allow me any kind of interaction. It did however give me a phone number for customer service, and this number also appears to be de active as it just gave me a strange error message when trying to call. I have received no communication from the company at all.

I placed an online order on 3/25 from Thefreezepipe.com a product provided FRESHeTECH AKA FRAUDeTECH. I received a email confirmation number of the order. I received a shipping email from freezepipe stating that my order was shipped already, I received a tracking number from fedex. On 3/26 I received a email from Freeze Pipe stating that I didn't not finish my order, and that my order was not placed. I reached out to QuadPay the platform site freezepipe uses to charge the funds, QuadPay informed me that money was charged from my bank account by the merchant but had not placed my order. So they charged my card without placing my order con artist at its best. I also was informed by fedex that they had not received the product from the merchant, so don't know why the merchant would crate a shipping email. If they have not shipped anything. I also had paid for Express Shipping which is 9.95. Fedex informed me the merchant used Home Delivery, they told me two different services.

After being sent a faulty product from FresheTech, the ever so elusive owner; Mr. Adam S agreed to rectify, which then lead to radio silence. Because FresheTech and Mr. S already have a F grade here with ComplaintsBoard.com (from a pattern of similar complaints), and before I begin uploading photos and screenshots, sharing the email correspondence I've been having with Mr. S and his team from FresheTech, presenting the public with dates, times and detailed accounts of this situation, I'm going to give Mr. S the opportunity to satisfy my complaint. I am a very reasonable person, but them thinking this will simply 'go away' if they keep ignoring it, truly is a testament tot their character and business ethic. Mr. S, I strongly advise that contact me immediately with a refund and/or replacement product. The one you've sent me was literally a first-run test piece that is crafted, cut and aligned so very poorly, it almost seems like a crude joke. You know the rest of the problems we had with it Adam, because we sent you the pictures.

I received two leaking items, and another item that was never received, than sent back. They aren't providing a useable product and won't refund. I started with a purchase on July 24 with no problems. Oct 1, 2019, I purchased another unit, and preordered two other units. When I recived my first package and opened it, it was all wet inside. I emailed customer service and have been trying to resolve this issue with leaking products since 11/1, and all I get is a run around. I received information about the last item being shipped, so I had it sent to the ups pick up store, because I was unable to sign for it when it was scheduled to be delivered, and went to get it and it was sent back to them. Now they want to send it back to me if I pay for shipping and handling, but they can't do anything about the two leaking units. I have already put out $396.65 and have two leaking units and still waiting for my last shipment. They told me they couldn't refund my money. Transaction *** All transactions were made by

The company didn't send out any of my orders and provided me with a fake shipping number and scammed me Hey, I am writing to you guys because my package still hasn't been shipped yet. I bought one of their XL Freezable pipe for Christmas for my mother on Dec. 14th, I had also paid extra for faster shipping so it would come within the next 4-5 days but it seems to me every time I check my tracking it comes up blank or hasn't even been shipped yet; I have been constantly checking daily. I have been also reading other people's reviews about this company saying that this company provided them with "fake tracking numbers" and I believe that they did the same to me. I bought an XL Freezable smoking pipe for my mother for Christmas. I have tried to come in contact with them, I have emailed and called their business with the information provided on your website but they haven't responded to me or anything leading me to believe that they won't ever send this package and won't ever receive my money back. I have also seen reviews where people bought the pipe and they received it, but it was in a matter of within a month or to even a three month waiting period for this piece. If they're gonna advertise a pipe with multiple shipping options then I'm gonna choose the faster route and receive it faster but how come they're gonna false advertise this and scam other people, it genuinely makes me angry that companies do this to people who work hard and just want to get a simple Christmas present for their mother, but instead receives no contact when I tried contacting them.

This company is a scam. First I ordered the freeze pipe after seeing a video review. They took $53 from my account. It has been two weeks no freeze This company SO FAR IS a scam. First I ordered the freeze pipe after seeing a video review. They took $53 from my account. It has been two weeks no freezepipe. they promptly sent a supposed UPS email saying it was being shipped..lies. wHEN i click on it it shows its not even shipped. I tried contacting customer service email (Adam ***) several times inquiring about my product arrival no answer. Finally I submitted a complaint to Federal Trade Commission about how this company is a scam. I would advise others to do the same. You can not just take someones money and not deliver a product at the least send an email if there is something wrong to notify customer. Once I contacted Adam regarding my complaint I recieve a response and he claims my package shipped yesterday and that I can now see tracking movement...lies again. He even claims that the storm Dorian is the reason for the delay. I am in Michigan and not in the affected areas stipulated on the UPS zip codes...lie again. Either, If I receive this week I will come back and post on this site that customer service came through and that I would advise others to purchase products from thIS COMPANY, If not then please be aware that this company is a scam and do not buy anything from them.If you do happen to buy something advise to call your bank and dispute the charge as a scam company. ALSO FILE A COMPLAINT Federal Trade Commission. IT IS IN YOUR BALL COURT NOW FRESHETECH.

Missing refund. FRESHeTECH claims they initiated my refund for an item that was out of stock. Never received the refund. Please do not do business with this company. Save yourself the hassle. Like everyone else, they also gave me the runaround with these little generic one name emails from Adam, Alex, etc. There is no company phone number because they are scamming people and hiding. I laughed when I read the company's responses to these complaints. That's about how their emails sound when they respond to you. I made an order on April 16th (#***) that ended up being out of stock. They emailed me saying I could cancel/refund, wait for it, or order something else. I asked for a cancellation and refund. They sent me confirmation of the cancellation and estimation of when I could get my money back. That was over a month ago, I never got it. I paid express shipping and it was late. Alex or Adam never refunded that either. I'm sure they will respond to my post with some nonsense that they completed the refund or something but the proof would be my $134.41 back in my account. They shift blame to *** or banks, shipping companies and everyone else. They ALWAYS have an excuse. Adam and the FRESHeTECH crew are only in it for money. They don't actually care how they step on the customers holding up their business. Adam/Alex responded in the last email they sent on 5/29 that "On our end, it looks like it's been refunded." Lies. Go tell your accounting department to look and see if my $134.41 on 4/16 is still sitting in FRESHeTECH's bank account. As well as everyone else's money that they've stolen.

Bought a product. Received it damaged with glycerin leaking into the bowl. Tried contacting several times, no response. Threw product away. I am providing proof of purchase here first. Apr 10, 2019 04/10 SP FRESHETECH 04-09 FRESHETECHPRO FL 3194 DEBIT CARD PURCHASE POS -$50.91 I have tried contacting this business over and over in regards to my order number *** from Freshetech. I have been trying to reach them in regards to refunding me, with no response except adds to preorder new products, and that's it, I am including my transcript from Facebook. I have tried contacting you guys via Facebook mail in regards to my order I had with you guys. My pipe broke upon receiving it and glycerin was in the bowl upon trying to smoke out of it. I was wondering if I could receive a refund via check or credit card. Hello, Can you please send pictures of your unit? Best, Gio I would but I had to throw it out cause it leaked all over the packaging like the day I got it. I sent countless emails waiting to hear back, never did so I just had to throw it out cause it was leaking They then sent pictures for me to preorder a bong. Hello, The bong prices range from 100-220 depending on the model you select. Right now the pre-orders are getting ready to go live on our website. The special factor is the glycerin tank that allows for smoother colder hit when in use. Best, Gio Well can I at least get a refund for my order that I received broken two days later.. Guess Not... Thank you for contacting us. We will take a look at your message and get back to you shortly. Additionally, you can send an email to ***@***.com Contacted them, with no response... We wanted to let you know that if you are waiting on your recent order, it is expected to ship by Thursday this week. We are a small team in Orlando, FL and since we heard about Hurricane Dorian, several employees so we have been short staffed. We expect to be back at work by Wednesday and will work overtime to make sure all orders ship by Thursday. Thanks, Adam No I was waiting on a refund for my product that broke on arrival with glycerin leaking out of the bowl. Had to throw it out We will be announcing pre-orders for the Freeze Pipe Bong Dual in the near future through text message. Sign up by texting FPBONG to *** (to this number). I said refund... not preorder Ughhh Ohhh! We launched our preorder campaign for the Freeze Pipe Bong Dual less than 30 minutes ago and they are flying off the shelf! It is that time! We are only offering 200 Freeze Pipe Bong Duals for preorder. It is discounted from $250 to $189.95 for preorders (the discount will be applied at checkout). YOU WILL WANT TO SEE THIS! Can you answer me without blowing up things I don't want? Then then sent more preorder bong pictures.

First pipe broke, so a second one was sent. Second pipe damaged via shipping. I asked for a full refund, but have been refused. On 11/23 I ordered a freezable glass pipe (Order #***) for $61.30. Included in this price was Route Shipping Insurance, which cost $1.35. The pipe arrived on 12/2. On 12/22 I discovered that the pipe had broken while in the freezer. There was a crack near the top of the pipe, and the glycerin began to leak out. I contacted FRESHeTECH customer support on 12/23. I was contacted by Gio. At first, I was offered a replacement pipe at a discounted price. When I inquired if the pipe was covered by a warranty, Gio responded back on 12/30 to tell me that my purchase was indeed "covered by the route insurance plan and they will replace your broken unit with the same one free of charge." The second pipe (Order #***) arrived on 1/13. When I opened the box, I found that this pipe was broken, with glycerin splattered inside the package. I emailed a complaint to FRESHeTECH on 1/15, but I didn't realize that I had used the wrong email address. So I resent my complaint to the correct email address on 1/22. Gio promptly responded and said my pipe was still "covered by the route insurance plan and they will replace your broken unit with the same one free of charge." I told Gio that I didn't have faith in the product, so rather than having yet another pipe sent to me and risk being broken, I just wanted a full refund. Gio responded, "Because the insurance was used on the product, we cannot issue a refund. I apologize for the inconvenience." I replied on 1/23 stating that the policy was "misguided and ludicrous" because FRESHeTECH's web page that describes its warranty policy doesn't mention this. I asked that if Gio couldn't help me to forward my request to her supervisor. I didn't hear back, so I resent my response on 1/29. Gio finally responded on 1/30. Again, she reaffirmed her earlier stance, "Being that we used an insurance claim we cannot refund you. I apologize for the inconvenience." I responded on 1/30 to emphasize that nowhere does FRESHeTECH explicitly lay out its refund policy on its website. Here's the email I sent (note that as of today--2/4--I still have not heard back from Gio or anyone from FRESHeTECH): Then I strongly suggest that you state this clearly on your website. As it is, your warranty policy is quite convoluted. First you state: "Because the majority of our products are fragile and can be used for activities that are legal in some states and not in others, we do not take any returns." Which states that, no matter what, you don't take any returns. Period. Then you state: "Under no condition can we accept any returns of products that have been used previously." Which implies that I can return a product if it hasn't been used. Do you see what I mean? You state you don't take any returns, and then you state you don't take returns that have been used, implying that unused products may be returned. As such, I want to return my pipe, which has not been used. Also, nowhere does your warranty policy state anything about not refunding if an insurance claim is used. In fact, it doesn't say anything about your refund policy. Therefore, because you do not explain your refund policy and because I haven't used my pipe, I want to return it and be refunded--in full.