Refund policy

Welcome to IceCore™.

We are committed to providing high-quality hot and cold therapy products that help our customers recover comfortably and confidently. If for any reason you are not completely satisfied with your purchase, we are here to help.

Please read our Return & Refund Policy carefully before submitting a return request.

1. 30-Day Return Guarantee

At IceCore™, customer satisfaction is our priority.

We proudly offer a 30-day return policy on all eligible purchases.

You may request a return within 30 calendar days from the date your order is delivered.

To qualify for a return, the item must meet the following conditions:

Unused or only minimally tested
Clean and free from damage caused by misuse
Returned in its original packaging whenever possible
Include all accessories, inserts, manuals, and components originally received

We reserve the right to refuse returns that do not meet these requirements.

2. Free Returns

We provide free return shipping for eligible returns.

Once your return request has been approved, our support team will provide detailed instructions, including the appropriate return address and return procedure.

Please do not send products back without contacting us first, as unauthorized returns may delay processing.

3. Refund Eligibility

Refunds may be approved under the following circumstances:

Product arrives damaged
Product arrives defective
Incorrect item received
Item lost during shipping
Product significantly differs from its description
Customer chooses to return the product within our 30-day return window

All refund requests are reviewed individually by our customer support team.

4. Non-Returnable Items

Certain items cannot be returned for hygiene and safety reasons, including but not limited to:

Products intentionally damaged after delivery
Products showing excessive wear or misuse
Items missing major components
Products returned outside the 30-day return period
Gift cards (if applicable)
Clearance or final sale items (unless defective)

5. Damaged or Defective Products

If your package arrives damaged or your product is defective, please contact us within 7 days after delivery.

To help us resolve the issue quickly, please include:

Your order number
A description of the issue
Clear photographs of the product
Photos of the shipping package (if applicable)

After verification, we will provide one of the following at no additional cost:

Full refund
Replacement product
Store credit (if preferred)

6. Incorrect Orders

If you receive the wrong product, please notify us as soon as possible.

Once confirmed, we will:

Ship the correct item free of charge
Provide a prepaid return solution if necessary
Issue a full refund if replacement inventory is unavailable

7. Refund Process

Once your returned package has been received and inspected, you will receive an email confirming the status of your refund.

If approved:

Refunds are issued to the original payment method.
Processing typically takes 3–7 business days after approval.
Your financial institution may require additional processing time before the refund appears on your statement.

Please note that original banking or credit card processing times are outside our control.

8. Late or Missing Refunds

If you have not received your refund:

Check your bank account again.
Contact your credit card provider.
Contact your bank, as processing times may vary.
If you still have not received your refund after these steps, please contact our customer support team.