How to Return
When returning a product you have ordered from our website, you must complete the following steps to receive a complete or partial refund, or a replacement product. First, please fill out our return form which will include your contact information and reason for return. Once received by our customer service department, our staff will notify you with the location for which to send your product. Your return will be processed as quickly as possible once delivered to our location. All processed returns will be notified via e-mail confirmation.
At IceTronics, we make it our mission to provide you with a product you enjoy. However, sometimes the right product just isn’t right for you. If you wish to make a return of any product purchased from our site, please follow our applicable returns policy.
Please note that these terms do not and will not affect your statutory rights.
If the product you purchased is faulty upon arrival, you have 30 calendar days to notify our customer service department of the faulty order. You must notify us within this time in order to claim a full refund or to exchange your product. If you fail to notify us within 30 calendar days, your return will be processed under the terms of the Manufacturers’ Warranty. All products that are returns after 30 calendar days will only be issued a replacement product.
When returning a product for a refund or exchange, we advise you to use a postal service that provides proof of delivery and has compensation insurance for lost or damaged goods. Returns will not be considered as part of our responsibility until they have arrived at our facility.
All products must be returned in their original packing, including all accessories and documents that accompany them. After our team has verified the fault in your product, we will issue you either a full refund or a replacement product. All refunds will be sent to your original payment method used to complete your purchase. If our technicians cannot verify your product’s fault, your products will be returned to you in a timely manner. This also applies if our technicians can prove that you have tampered with the product.
If your product’s faults need to be diagnosed by the manufacturers of the item before a replacement can be issued, you will be liable for the return carriage.
At IceTronics, we aim to provide you with a product that you are absolutely content with. However, if you wish to return your product for unwanted reasons, you may do so under our ’30 Day No-Quibble Money Back Guarantee’.
After 30 days, returned faulty products will be processed according to the manufacturer’s warranty and we will send those items to the manufacturer for repair or replacement. If you return a product to our facility that is not in a brand-new condition, we reserve the right to send the product back to you without issuing a refund or replacement product.
We will not refund, replace, or exchange certain products if the seal/packaging has been broken or opened before being returned to our facility.
All refunds and/or replacements are down to the discretion of our Returns Manager. This is except for products that are covered under the manufacturer’s warranty.
Replacements & Refunds
Where applicable, replacement or alternative items will be processed as promptly as possible. Please be aware that it may take up to 10 working days to issue replacement products. If an item is out of stock, it will then become a priority back order to be shipped once stock is available. We will notify you of any delays in your replacement.
If you are eligible for a refund, we will refund you back to the payment method you used when you originally paid for your order. Please note: It is your responsibility to notify us of any changes to your card details. This includes, but is not limited to, you no longer have the account, your billing address has changed, or your account is no longer accessible. Refunds can take up to 30 days to process. Refunds by credit card are made to the same credit card that was used for the original purchase.
Any return that is not accompanied with the order number and reason for return will be held by IceTronics for 30 days until you have completed and mailed the correct returns form. Items that have not been reclaimed by you within this period will be disposed of after this time. This will also result in the product return being completed without action.
After 30 days, returned faulty items will be processed according to the manufacturer’s warranty and we will send your products to the manufacturer for repair or replacement.
Failed Delivery Policy
On occasions parcels identified as ‘Failed Delivery’ are returned to IceTronics within 5-15 days of dispatch from our warehouse. The reason for ‘Failed Delivery’ includes, but is not limited to addressee has gone away, address is incomplete. Address is inaccessible, and addressee refused the delivery.
Where any of the above reasons is applicable to your order then you will be informed of the failed delivery attempt by email and if required, a request for delivery address or confirmation of delivery details that you originally provided when first placing your order.
If your delivery must be dispatched on a following day, the cost of the re-delivery will be charged to you. Your order will be dispatched within 48 – 72 hours from notification, unless IceTronics receives alternative instructions.
If you shipping address has changed or is not accessible, cost of the re-delivery will be charged to you and your order will be dispatched following confirmation of the delivery address details.
If you fail to accept delivery at the correct shipping address, IceTronics will take no action until new instructions are received from you. If after 30 days from the original dispatch date you have not contacted IceTronics, then your order will be disposed of and a recycling charge will be made to your account.
Additional Notes for Failed Deliveries:
In the event the delivery address needs to be amended, please contact our Customer Relations Team within 48 hours either by Email or by using our contact form located on our site. If your product must be re-delivered, you will be charged at the appropriate rate for the original delivery service chosen when the order was placed. If you fail to accept delivery within 30 days and your product is disposed of, you will be responsible for the recycling charges applicable to the product/s requiring recycling.