Cancelling or Changing an Order
We respect our customers rights to cancel an order...but we often pick, pack and dispatch your order within a couple of hours of receiving it. To prevent unwanted products being dispatched and then having to deal with returns, please call us if you need to cancel an order: 07966 191 737
If you can't telephone us, please email us through the Contact Us page. As we're not sitting at a desk and only check our emails every few hours, this method is less likely to catch your order before dispatch.
Exchanges
As our products are not fashion or perishable goods and we can return products to stock and re-sell them, we are happy to exchange products. Please email us through the Contact page, so your request can be logged. Do not return products until you receive a confirmation email.
All returned products:
- Must be un-used (apart from trying on)
- Include the original packaging
- Include a copy of your invoice/ sales confirmation, or email print out, or write your name and contact details on a piece of paper and include information on what you are returning and what product you would like re-sending
- In most instances ICEGRIPPER will re-dispatch your product free of charge, using an economy postage type, immaterial of the postage type originally used. If for whatever reason we can't do this we will contact you
- All returned products are at the customers cost and are the responsibility of the customer until we receive them
RETURN Items to: ICEGRIPPER, 9 Seagry Road, London, E11 2NG
Refunds
We are happy to provide a refund, if you change your mind following your purchase. Please follow the same process as EXCHANGES, if you wish to return a product for a refund. Please note:
- Under Distance Selling Regulations, you have a legal right to a 14 day 'cooling off' period. This gives you the right to return your goods at any time.
- Returned products are at the customers cost and are the responsibility of the customer until we receive them.
- Orders placed with PRIORITY and TRACKED shipping are only refunded with STANDARD postage value
RETURN Items to: ICEGRIPPER, 9 Seagry Road, London, E11 2NG
Faulty Goods During First 30 Days
Most of our manufacturing partners take product quality seriously and will want any faulty goods returned to them for examination. This may help identify production problems...If your purchase arrives and is faulty then you may return your goods to us within 30 days of receiving your order to receive a refund. Please email us through the Contact page and include your order number and a brief description of the problem. We will respond with returns authorisation/instructions. We will reimburse the cost of the goods and the original postal/shipping charges. We will also reimburse you for return shipping/postal charges if you contact us before returning goods and follow the returns instructions. If you opt for a replacement, rather than refund the procedure is the same. In this case we will of course bear the cost of re-sending a replacement to you.
Faulty Goods Outside First 30 Days
If your purchase develops a fault after 30 days, please email us through the Contact page. Include your order number and a brief description of the problem. We will respond with returns authorisation instructions. At our discretion we may REPAIR or REPLACE the faulty items and bear the cost of sending your replacement or repaired products, rather than offer a refund. Providing we are contacted before goods are returned and return instructions followed we will also refund the return shipping/postage charges. If an item is returned, which in our opinion is not faulty we reserve the right to decline a refund on the item(s).