Zima

Refund policy_

Returns & Refunds

We want you to love your purchase, but if for any reason you are not completely satisfied, you can return the items you ordered from IceWhale Web Store within 14 days of receiving them. All returns will be inspected upon receipt. If there is no quality problem, we will not refund the shipping fee.

Return Process

  1. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  2. To start a return, you can go to https://shopify.com/54944956614/account or contact us at [email protected]. The Customer Support team will assist you in returning the item once a return request is received. Items sent back to us without first requesting a return will not be accepted.

Notice for shipping options: If you decide to return the items on your own, please provide us with a tracking number. We advise that you hold onto your tracking information as we’re not responsible for lost packages by the carrier.

  1. To prevent any damage during the transport, all returned goods must be in the original box and packing material. Please re-use the box and packing material in which you have received it.
  2. Returns will be processed within 5 business days of receiving the return. Please keep in touch with us and check your email from time to time to make sure we get it. If the returned item is used, damaged, or missing any parts, we might provide a partial refund to account for the loss in the item's value.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Once we issue a refund, it can take up to 7 days for it to reflect in your original payment method. The original shipping charges and shipping fee tax will not be refunded. The value of successfully returned items, less any taxes, import duties or original shipping charges incurred will be refunded in the currency in which you paid when you bought the item.

If the item is inherently defective, undamaged by human error, received in error, or if the package is lost, we will bear the shipping costs associated with the item refund process.Special Considerations

Damaged, defective or incorrect items

If you receive a product that is damaged in shipping, defective, or that is not the product you ordered, please return it during your return period and we’ll arrange for a replacement. If a product has a performance failure after the return period but during the effective warranty, you can apply for our product warranty service.

Lost Parcel

Unless the logistics information indicates that the parcel has not been delivered, you must provide proof of the lost parcel from the logistics service provider. Failure to do so may result in the refund being refused.

Purchases from an authorized reseller of IceWhale

The return policy for purchases made from a reseller’s website is subject to the reseller’s return policy. Please reach out to the reseller for more information.

Repair Policy

Our support team is ready to assist you with any issues that you might have with our products. IceWhale will gladly provide warranty service if the product is under the warranty window but has the following performance failures:

  • The product is normally used but has non-customer induced damages or failures.
  • The product has function failures due to manufacturing errors or workmanship.

IceWhale is unable to provide repair for your product in the following circumstances:

  • The product is found damaged in transit, but it is not rejected on delivery, or no certificate confirming damages is issued by the logistics company. Proof of damage during the transit can not be provided.
  • The failure is caused by accident, abuse, misuse, flood, fire, earthquake, food or liquid spills, incorrect electrical charge, or other external causes.
  • The damage is caused by operating the product outside the permitted or intended uses described by IceWhale.
  • The product or part that has been modified to significantly alter functionality or capability without the written permission of IceWhale.
  • Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
  • A legal proof of purchase from IceWhale, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
  • The product has wear and scratches which are not caused by manufacturing or workmanship and do not influence product performance.

Exceptions / non-returnable items

Unfortunately, IceWhale will not provide return service under any of the following circumstances:

  • The return request is beyond 14 calendar days of receiving a product.
  • We identify, through evaluation and testing, that the defect(s) or malfunction (s) are caused by user's error, such as dropping to the ground, supplying wrong voltages, water damage, etc.
  • The product is found to have no defects after all appropriate tests are conducted by IceWhale.
  • The purchase receipt, invoice, or other relevant paperwork is not provided, or is reasonably believed to have been forged or tampered with.
  • If the product is confirmed to be non-refundable, customers can request defective products to be shipped back. Customers will need to bear the return shipping cost.
  • Please note that once we have agreed to a return, customers are required to ship the product back within 14 calendar days as instructed. Failure to do so will be deemed as a waiver of right to return.
  • Icewhale does not issue refunds for parcels returned to us because the customer does not meet the customs clearance requirements or does not co-operate with customs clearance.

Order Cancellation

  • If you need to cancel your order after it has been placed, please contact [email protected] as soon as possible to initiate the cancellation process.
  • For pre-sale items, if you have any other considerations or requirements regarding order cancellation before shipment and wish to contact [email protected]. We will do our best to assist you.
  • Please note that in-stock items may have already undergone internal processing and may no longer be eligible for cancellation. If it is determined that an item cannot be canceled, rest assured that alternative options, including returns and refunds, are available. For more information, please refer to our returns and refunds policy.