If you are a consumer residing in the European Union (EU), you have the right to withdraw from your purchase within 14 days without giving any reason.
Withdrawal Period
The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), receives the goods.
To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires.
How to Exercise Your Right of Withdrawal
To withdraw from your purchase, please contact us at:
Email: shop@icewhale.org
Please include the following information:
- Full Name
- Email Address
- Order Number
- Product(s) Purchased
- Date Received
- A statement indicating your wish to withdraw from the purchase
Example:
I hereby withdraw from my contract of sale for the following goods.
Return of Goods
After notifying us of your withdrawal decision, you must return the goods without undue delay and no later than 14 days from the date you informed us.
Products should be returned in good condition and, where possible, include all original accessories, packaging, manuals, and documentation.
Return Shipping Costs
Unless the product is defective, damaged, or incorrectly supplied, customers are responsible for the cost of returning the goods.
Returns should be sent to our designated return address unless otherwise instructed by our support team. Please contact us before sending any return.
Refunds
Once the returned goods have been received and inspected, we will process your refund using the original payment method.
Refunds will be issued for eligible returned products in accordance with applicable consumer protection laws.
Refunds are typically processed within 5–10 business days after inspection.
Original shipping charges and return shipping costs may not be refundable except where required by applicable law.
Exceptions
The right of withdrawal may not apply in the following situations:
The right of withdrawal may not apply to:
- Customized or personalized products
- Digital products or software services that have been fully delivered and activated where applicable
- Other products exempted under applicable consumer protection laws
Contact Us
Please contact us before returning any item. We will provide return instructions and confirm eligibility for withdrawal.
Please contact:
Email: shop@icewhale.org
