Skip to content

Returns Policy (EU)

EU FlagEU Returns & Refunds Policy

This policy applies to orders delivered to customers within the European Union (EU).

We want you to be satisfied with your ICEGRIPPER purchase. If you need to return an item, please review the information below.

Nothing in this policy affects your statutory consumer rights under applicable EU consumer protection laws.

Starting a Return

Before returning any item, please contact us at: sales@icegripper.co.uk with your order number and reason for return so we can provide return instructions and the correct return address.

Returns sent without prior contact or without sufficient order information may be delayed until we are able to identify the order.

Customers are responsible for ensuring returned items are packaged securely and reach us safely. We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.

Exchanges

If you require a different size or product, please contact us first so we can confirm availability and provide instructions.

Customers are responsible for return shipping costs for exchanges unless the item is faulty or incorrect.

Your Right of Withdrawal (14-Day Cooling-Off Period)

Under EU consumer protection law, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period begins the day after you receive the goods, or the day after the final item is delivered if your order is shipped in multiple parcels.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (for example by email).

Please include:

  • your name

  • order number

  • the item(s) you wish to return

Once you notify us of your decision to withdraw, you must return the goods within 14 days.

Refunds

If you withdraw from your purchase within the 14-day withdrawal period:

  • you will receive a full refund of the item price

  • we will refund the standard delivery cost paid when placing your order

If you selected a premium delivery option, only the cost of standard delivery will be refunded.

Refunds will be processed within 14 days of receiving the returned goods or proof that the goods have been returned.

Return shipping costs are the responsibility of the customer unless the goods are faulty or incorrect.

Condition of Returned Goods

You may inspect goods to establish their nature, characteristics and functioning, as you would in a physical retail shop.

You are responsible for any diminished value of goods resulting from handling beyond what is necessary to inspect them.

Returned items should therefore be:

  • unused

  • clean

  • with original packaging where possible

Where goods show signs of use beyond normal inspection, we may make a deduction from the refund to reflect any loss in value.

Outdoor Use of Ice Grips

ICEGRIPPER products are designed for outdoor use in icy and snowy conditions.

To assess fit and compatibility, we recommend trying the product indoors on footwear only.

Using the product outdoors on:

  • ice

  • snow

  • pavement

  • grit or salt

is considered use beyond what is necessary for inspection.

Items returned showing signs of outdoor use (including worn spikes, scratches, dirt, moisture or salt residue) may be subject to a deduction for diminished value.

Products purchased for immediate use during severe weather conditions may show signs of wear after first use and may therefore not be suitable for resale as new if returned.

Returns After the Withdrawal Period

Once the statutory 14-day withdrawal period has expired, we are not legally required to accept returns unless the goods are faulty or not as described.

However, we may accept returns of unused items at our discretion.

Where such returns are accepted:

  • items must be unused and in resalable condition

  • original packaging should be included where possible

As these returns are accepted as a goodwill gesture, we may deduct a handling or restocking charge of up to 10% of the item price to cover inspection and processing costs.

Faulty or Incorrect Items

If your item is faulty, damaged or not as described, please contact us as soon as possible with details of the issue and photographs if available.

Under EU consumer protection law, customers have legal rights where goods are faulty or not in conformity with the contract.

Depending on the circumstances, remedies may include:

  • repair

  • replacement

  • price reduction

  • refund

Where appropriate, we will reimburse reasonable return postage costs.

EU Legal Guarantee

Products sold to customers within the European Union are covered by a minimum two-year legal guarantee against defects in materials or workmanship.

This guarantee does not cover:

  • normal wear and tear

  • damage caused by misuse

  • damage caused by use outside the intended purpose of the product

If a product develops a fault during this period, please contact us so we can assess the issue and provide an appropriate remedy.

Model Withdrawal Form (Optional)

You may use the template below to withdraw from your purchase, although this is not required.

To: [Company name / email]

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Order number:
Ordered on / received on:
Customer name:
Customer address:
Signature (if sent on paper):
Date: