Refund policy

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Returns Policy

At ICE Designs, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible items in accordance with the policy below.

This Returns Policy does not affect your statutory consumer rights.

1. Returning Unwanted Items

If you wish to return an item because you have changed your mind, you may do so within 15 days of receiving your order. To be eligible for a refund, items must be returned in their original condition and meet the requirements outlined in this policy.

Upon approval of your return, refunds will be processed to the original payment method. We aim to process refunds within 14 days of receiving and inspecting the returned item.

2. Original Condition Requirements

Returned items must:

Be unworn, unused, and unwashed.
Have all original tags, labels, and packaging attached.
Be returned in the same condition in which they were received.
Include original product boxes where applicable (e.g., footwear).

We reserve the right to refuse a refund if an item shows signs of wear, damage, misuse, or is returned outside the applicable return period.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened, used, or where hygiene seals have been removed or damaged:

Beauty and personal care products.
Underwear.
Swimwear.
Pierced jewellery.
Face coverings or other hygiene-sensitive products.

Additional non-returnable categories may be identified on individual product pages.

4. Return Shipping

Customers are responsible for ensuring returned items are packaged securely until they are received by us. We recommend obtaining proof of postage or shipment when returning items.

We are not responsible for returns that are lost or damaged in transit.

5. Late Returns

Returns received after the stated return period may not be accepted. If a late return is received, we reserve the right to return the item to you and may charge applicable shipping costs.

Exceptions may be considered in cases of documented extenuating circumstances at our sole discretion.

6. Exchanges

Where available, customers may exchange eligible items for a different size or variant. Exchange requests must be submitted within 5 working days and the original item must be returned promptly. Exchange availability is subject to stock levels.

If an exchange cannot be fulfilled, a refund or alternative solution may be offered.

7. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact our Customer Support team as soon as possible with:

Your order number.
A description of the issue.
Supporting photographs where applicable.

We will assess the issue and provide a replacement, repair, refund, or other appropriate resolution in accordance with consumer protection laws.

8. Inspection of Returns

All returned items are inspected upon arrival. Approval of a refund, exchange, or replacement is subject to verification that the returned item complies with this policy.