General terms and conditions

Returns & Cancellation Policy – ICEFREE

We are always there for you: click here

At ICEFREE, you have the right of withdrawal under European consumer law. Below, we clearly explain how this works and how to correctly register and send a return.

1. Right of withdrawal (14 days)

You have the right to cancel your order up to 14 days after receipt without giving any reason.

After registering your withdrawal, you still have 14 days to actually return the product.

2. Returns in 5 steps (step-by-step)

Step 1 — Register return

Please register your return within 14 days of receipt via our contact page.

Always include in your message:

  • Order number

  • Name + email address with which you placed your order

  • Which item(s) you are returning

  • (Optional) Reason for return (not mandatory, but helps us improve)

Step 2 — Wait for return instructions

You will receive return instructions from us by email.
Unfortunately, we cannot process returns without prior notification.

Step 3 — Carefully pack the product

Pack the product (if reasonably possible) in the original packaging and ensure it is well protected for transport.

Step 4 — Send the return shipment (with proof)

Please return your order within 14 days of receiving your return notification.
We recommend shipping with track & trace .

Always keep:

  • your shipping receipt

  • your track & trace code (if applicable)

Step 5 — Check & Refund

Once we have received and inspected the return, we will process the refund.

3. Return costs

  • You will be responsible for paying for your own return shipping costs .

  • The amount of these costs depends on the carrier and shipping method you choose.

4. Conditions for refund

To be eligible for a refund, the following conditions apply:

  • The product is unused and undamaged (as far as reasonably possible to assess)

  • The product is, if reasonably possible, in its original packaging.

  • The product is not personalized or custom made (if applicable)

Depreciation

If the product is used, damaged, or incomplete, we may apply a depreciation . This means we may deduct a portion of the purchase price to the extent necessary to compensate for the loss in value.

5. Refund (within 3 working days)

After receiving and inspecting the return shipment:

  • we will refund the purchase amount within 3 working days

  • Refund will be made via the same payment method used to place the order.

NB

  • Any return shipping costs will not be refunded.

  • We are legally allowed to withhold reimbursement until we have received the product back or until you have supplied evidence of having sent it back (for example, with proof of posting).

6. Exchange

Would you rather exchange an item? Please contact us via the contact page. We'll be happy to help you find the quickest solution (exchanges are subject to availability).

7. Questions or return notification

Want to register a return or have questions? Visit our contact page and include your order number .