Refund policy
RETURN AND REFUND POLICY — ICE WISP
Last updated: July 6, 2026
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At Ice Wisp, we stand behind every product we sell. If something is not right with your order, we are here to help.
By placing an order on https://icewisp.com/, you agree to the terms described in this policy.
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1. 30-DAY MONEY-BACK GUARANTEE
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We offer a 30-day satisfaction guarantee on all Ice Wisp products. If you are not satisfied with your purchase for any reason, you may request a return or refund within 30 calendar days from the date your order was delivered.
To request a return or refund, contact us at info@icewisp.com with your order number and reason for your request. Do not send items back without prior written approval from our team.
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2. RETURN CONDITIONS
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To be eligible for a return, the item must be:
— In the same condition as received, with no signs of misuse or damage caused after delivery;
— Returned in its original packaging with all included accessories (remote control, power cable, mounting hardware, user manual);
— Free from physical damage, burns, water damage, or modifications made by the customer;
— Sent back to the address provided by our support team after approval.
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3. RETURN SHIPPING
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Unless the item arrived damaged, defective, or incorrect due to our error, return shipping costs are the responsibility of the customer.
Items must be shipped back within 14 calendar days of return approval using a tracked shipping service. Ice Wisp is not responsible for returns lost or damaged in transit.
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4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
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If your order arrives damaged, not working, or incorrect, contact us within 72 hours of delivery at info@icewisp.com and include:
— Your order number;
— A clear description of the issue;
— Photos or a short video showing the defect or damage;
— Photos of the packaging and the shipping label.
If your claim is approved, we will offer a free replacement, a full refund, or store credit depending on stock availability and the nature of the issue.
Claims submitted after 72 hours may be more difficult to verify and may not qualify for a free remedy.
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5. ITEMS NOT ELIGIBLE FOR RETURN
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The following are not eligible for return or refund:
— Products damaged due to improper installation, misuse, or accidents after delivery;
— Products that have been modified, disassembled, or tampered with;
— Water-damaged products used outside of recommended conditions;
— Returns sent without prior written approval;
— Orders refused or returned due to unpaid customs duties or import taxes;
— Items returned after the 30-day window;
— Fraudulent or abusive return requests.
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6. REFUND PROCESSING
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Once your return is received, inspected, and approved, we will notify you of the outcome.
Approved refunds are issued to the original payment method within 10 business days of approval. Depending on your bank or payment provider, it may take additional time to appear on your statement.
Shipping fees and handling charges are non-refundable unless the issue was caused by our error.
If a package is refused or returned due to unpaid customs duties or failure to collect, the original and return shipping costs plus a 20% restocking fee will be deducted from any applicable refund.
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7. ORDER CANCELLATION
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Orders are processed quickly. If you need to cancel your order, contact us immediately at info@icewisp.com.
If the order has not yet been shipped, we will cancel it and issue a full refund.
Once an order has been shipped, it can no longer be cancelled. The return policy applies instead.
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8. MISSING ITEMS
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If part of your order is missing, check your tracking information first. Some orders may ship in multiple packages.
If all packages show as delivered and an item is still missing, contact us at info@icewisp.com with your order number within 7 days of the last delivery.
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9. CHARGEBACKS AND PAYMENT DISPUTES
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If you have a problem with your order, please contact us first at info@icewisp.com before opening a dispute with your bank or payment provider.
Opening a chargeback before contacting us may delay the resolution, as some payment providers restrict our ability to issue refunds while a dispute is active.
Fraudulent chargebacks or false claims may result in refusal of future orders.
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10. CONTACT
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Ice Wisp
Website: https://icewisp.com/
Email: info@icewisp.com