Refund Policy
We strive to ensure your satisfaction with every purchase made through our platform. Below, we outline our return and exchange policy to guide you through the process:
Returns & Exchanges
- Timeline: Returns/Exchanges must be initiated within 30 days of receiving the product. Please ensure thorough review of your order before finalizing your purchase.
- Condition of Returned Items: All returned items must be unused, unworn and re-sellable condition, accompanied by the original packaging. Altered or damaged products, including those with scuffs, smudges, or scratches, are not eligible for return and will be sent back to you at your expense.
- Return Shipping: We do not provide prepaid shipping labels. Customers are responsible for the cost of return shipping. Shipping fees are non-refundable.
- Approval and Timeliness of Returns: Once a return is approved, customers have 5 days to return the purchased product. Returns postmarked after 5 days will be refused and sent back at the customer’s expense.
- Packaging: Customers are responsible for securely packaging returned items and are encouraged to use tracked and insured. We do not assume responsibility for lost return packages.
- Exchange Process: Should you wish to exchange for a different size or style within the return period, simply contact us with your exchange request. Return the item to us following the same standards as mentioned above. Upon receipt and inspection, we will arrange to send you the replacement item.
- Custom and Special Orders: Customized or specially ordered items are non-returnable and non-exchangeable due to their unique production process.
- Hygiene Items: For hygiene reasons, we do not accept returns or exchanges on earrings and grillz.
We aim to make the return and exchange process as smooth as possible for our customers. If you have any questions or concerns regarding our policy, feel free to contact us for assistance.
Lifetime Warranty
- ICETOP LUXE offer a lifetime warranty on all items with manufacturer defects (excluding watches). If you receive goods with this defect, please contact us promptly and send the goods back for testing as required. All claims are subject to inspection on arrival and will not be accepted if no manufacturer defect is found.
- The lifetime warranty does not cover accidental damage or normal wear and tear. This includes scratches, dents, or any other damage caused by regular usage over time.
- If you have a problem with missing zircon, you will be compensated within 90 days from the date of purchase.
- If we cease to sell a particular item, customers have the option to exchange their product for an item of equal or lesser value. This ensures that customers always have recourse in the event of a discontinued product.
Cancellation Policy
- Order Changes: Changes or cancellations to your order are only possible within three hours from the time of purchase. Our warehouse team promptly initiates order processing within minutes of receiving it. Therefore, any modifications after this timeframe, we cannot guarantee changes to orders. Should you accidentally place an order or wish to return unwanted items, you can utilize our returns process to send the items back to us for a refund.
- Packages shipped within the United States that are returned to us due to refusal or unclaimed are subject to a 20% restocking fee. Shipping fees are non-refundable and will be deducted from the merchandise refund.
- International Refused Shipments: Even if you refuse delivery, customers are responsible for the original shipping cost, any import fees, duties, or taxes incurred by the package, as well as the cost of returning the package to ICETOP LUXE. This amount will be deducted from your merchandise refund. If the return costs exceed the value of the merchandise plus shipping, the package will be abandoned, and you will not receive a refund.
