Refund Policy

REQUIREMENTS

Provide an image or video illustrating the defective or damaged product within 7 working days of receiving it. An assessment decision will be made.

 

RETURN

If a decision is made for a product to be returned, it must be in its original packaging. Failure to do so will result in the query not being entertained. We will provide you with the return address based on your query. After inspecting the returned product, Icebo store will contact you with a resolution. Ensure that the product is properly packaged, including all accessories, instructions, and manual documentation. The product must not be damaged, scratched, or soiled to avoid the claim not being processed. Once the returned goods are assessed, a decision will be made.

 

COURIER FEES

Icebo store will not be liable for courier fees for defective, unwanted, or damaged products reported after 7 working days.

 

REFUNDS

In case of a refund, the amount will be credited to the customers bank account. The refund will be processed within 7 business days of our receipt of the product. Once the warehouse receives your parcel, we will reimburse the item price, excluding the delivery cost.

REPLACEMENT (if applicable)

If a defect or fault is found, or the product does not match your order, we will be happy to exchange the product, following applicable law. Products that have been misused or altered may not be eligible for returns. For hygiene purposes, the return of undergarments is strictly prohibited. Section 16 of the CPA states that defective goods can be returned within 7 working days of receiving the order.

 

IMPORTANT NOTES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at brownproductions6@gmail.com and we will provide you with the address of our closest warehouse to your location for you to send your item. The cost and risk of return are borne by the consumer.

 

WHEN WE DO NOT REFUND OR REPLACE

Icebo store cannot accept the return of products that have not gone through the above process. Products returned may be sent back to you at your expense if received in an unacceptable state. Please treat products and packaging with reasonable care while in your possession. We require the "Order Number," which you will find in your "My Account," to expedite your query with appropriate urgency. Any item not purchased from Icebo store but returned to us cannot be resent to you. Icebo store will not be liable for storage, returning, disposing of, or otherwise taking any responsibility for such items.

COURIER COMPANY

Icebo store is not liable for the refund/replacement cost when the status of the Courier Company is DELIVERED and SIGNED for, but your customer claims non-receipt. This matter must then be dealt with the courier company.