Refund policy
We want your experience with Ice Theory to be smooth and clear from the moment you place your order. Please read the policy below before purchasing.
Change of mind returns
Due to hygiene reasons, we do not accept change of mind returns.
- We do not offer returns or refunds for change of mind.
- Please choose carefully before placing your order.
Order processing and dispatch
- All orders are shipped on the next available business day.
- Estimated delivery dates are shown at checkout.
- Over 99% of orders are dispatched on the next business day from the most appropriate warehouse.
- Dispatch and delivery timeframes are estimates only and are not guaranteed.
Estimated delivery timeframes
The timeframes below are general estimates only and may vary due to customs, carrier delays, peak periods, weather, or other factors outside our control.
| Country / Region | Shipping Warehouse | Estimated Delivery Time |
|---|---|---|
| Australia | Sydney, Australia | 2 to 6 business days |
| New Zealand | Sydney, Australia | 4 to 8 business days |
| United States | California, United States | 3 to 7 business days |
| Canada | Asia warehouse | 7 to 14 business days |
| United Kingdom | Asia warehouse | 7 to 14 business days |
| Ireland | Asia warehouse | 7 to 14 business days |
| Germany | Asia warehouse | 7 to 14 business days |
| France | Asia warehouse | 7 to 14 business days |
| Italy | Asia warehouse | 7 to 14 business days |
| Spain | Asia warehouse | 7 to 14 business days |
| Netherlands | Asia warehouse | 7 to 14 business days |
| Singapore | Asia warehouse | 5 to 10 business days |
| United Arab Emirates | Asia warehouse | 7 to 14 business days |
| Rest of world | Asia warehouse | 7 to 18 business days |
Import duties and taxes
For orders shipped outside Australia, New Zealand and the United States, additional import duties, taxes, customs charges or handling fees may apply once the parcel reaches the destination country.
- These charges are determined by your local customs authority.
- These charges are the customer’s responsibility.
- Ice Theory is not responsible for delays caused by customs clearance.
Cancellations
- Orders cannot be cancelled after they are placed, under any circumstances.
- We do not offer cancellations for delayed dispatch.
- We do not offer cancellations because an order has not yet been delivered.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number and clear photo evidence.
- If an item arrives damaged or incorrect, we will organise a replacement or refund.
- We may request photos of the item, packaging and shipping label to assess the issue.
- In some cases, we may require the item to be returned before a refund or replacement is issued.
The Ice Theory applicator is a use-related product part and is not intended to last forever. For that reason, it is not covered by an ongoing warranty.
- If your applicator arrives damaged, leaking, or with a clear manufacturing fault, please contact us with a photo and we will make it right.
- This applies to issues identified on arrival or shortly after delivery.
- Normal wear and tear, accidental damage, misuse, improper storage, and damage caused during use are not covered.
Refunds
- Where a return is approved, refunds are processed within 7 business days of receiving the returned item.
- Refunds are issued back to the original payment method.
- Your bank or payment provider may take additional time to process the funds.
Contact us
If you need help with an order issue, please contact our support team with your order number and any relevant photos so we can assist as quickly as possible.