At icegnd.com, we take pride in sourcing quality products and ensuring they reach you in great condition. However, due to the nature of global logistics and our partnerships with multiple suppliers, we maintain a STRICT BUT FAIR RETURN & REFUND POLICY.

Please Review this Policy Carefully Before Placing an Order!

📌 KEY TERMS:

1. NBOXING VIDEO IS MANDATORY for All Refund/Return Claims.

2. APPLICATION MUST BE SUBMITTED WITHIN 24 HOURS of the Delivery Date.

3. NO ORDER CANCELLATIONS After Payment is Completed.

4. REFUNDS ARE ISSUED AS STORE WALLET CREDIT ONLY.

5. REMORSE-BASED RETURNS ARE NOT ACCEPTED (e.g., Change of Mind, Size/Color Preference).

📌 ELIGIBLE CASES FOR REFUND OR REPLACEMENT:

1. Damaged, Broken, or Defective Products

• A Clear Unboxing Video Showing the Damage is Required; If Verified, We Will:
• Offer a FREE REPLACEMENT (If Possible), or
• Issue a WALLET CREDIT REFUND Within 3–7 Business Days.
• If Return is Required, We’ll Provide a Prepaid Return Label. (Wallet Refund Will be Issued After Product Inspection.)

2. Wrong Item Received / Not as Described / Missing Parts

• Covers Incorrect Size, Color, Model, or Missing Accessories.
• Must be Supported with Unboxing Video + Product Images.
• Depending on the Situation, We May Offer:
• A FREE REPLACEMENT
• Full Wallet Credit After Returned Item is Received and Inspected.

3. Destroyed in Transit

• If the Package is Damaged During Shipping:
• An Unboxing Video Clearly Showing Damage is Required
• We Will Offer a WALLET CREDIT REFUND or REPLACEMENT.

4. Tracking Not Updated (Stuck in Transit)

• If Tracking Info Shows No Updates for 10+ BUSINESS DAYS from the LABEL CREATION:
• The Customer is Eligible for a FULL WALLET CREDIT or REPLACEMENT.
• EXCEPTION: Does Not Apply During Holidays, Pandemics, Extreme Weather, or Other Unforeseen Events.

5. Returned to Sender (RTS)

• If the Parcel is Returned to the Warehouse (Excluding Incorrect Address Cases):
• The Order will be Refunded as Wallet Credit within 3 Business Days After Confirmation.
• If the Order was Returned Due to CUSTOMER ERROR (e.g., Wrong Shipping Address), No Refund will be Issued.

6. Marked as Delivered but Not Received

• ✅ If Tracking Shows Delivery but the Customer Claims Non-Receipt:
• ✅ If CARRIER CONFIRMS IT WAS DELIVERED TO THE WRONG ADDRESS, We’ll:
• Offer Redelivery or
• Issue Wallet Refund
• ❌ If DELIVERED TO THE CORRECT ADDRESS, Carrier Delivery Confirmation is Final and Refund will be Denied.

7. Minor Issues That Do Not Qualify for Refund

• Slight Variations in Color Due to Lighting/Screen Differences.
• Minor Scratches or Marks that Do Not Affect Functionality.
• Slight Measurement Deviations within Standard Tolerances.
• General Dissatisfaction with Product Quality or Personal Preferences; Such Cases Do Not Qualify for Return, Refund, or Replacement.

🔁 RETURN PROCESS (IF REQUESTED)

In Some Cases, We May Request a Product Return Before Processing a Refund.

STEPS:

• Contact Our Support Team with Order Number, Unboxing Video, and Issue Details.
• If Eligible, We’ll Issue a RETURN AUTHORIZATION and Share the Warehouse Address.
• Once We Receive and Verify the Returned Item, We’ll Issue WALLET CREDIT or Send a REPLACEMENT Within 3–7 Business Days.

📬 NEED HELP?

Our Support Team is Here to Help Resolve Any Legitimate Issues Quickly and Fairly.

📧 Email: [email protected]

💬 WhatsApp / Live Chat: Available on Our Website

🔒 REMINDER: All Refund or Return Claims must be Filed WITHIN 24 HOURS OF DELIVERY and must Include a Valid UNBOXING VIDEO.

🎯 REFUNDS ARE ISSUED AS STORE WALLET CREDIT ONLY and Cannot be Reversed to Original Payment Methods. These Credits Can be Used for Any Future Purchases.