All Zima Store Online orders are eligible for a 14-day money-back guarantee. You may return your item within 14 days of delivery, provided the product is in original, unused condition with all packaging and accessories.
Refund eligibility is based on the product condition and return reason (see below).
1. Eligibility for Returns
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The item must be in like-new, unused condition, free from damage or alterations
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All original accessories and packaging must be included
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Return requests must be initiated within 14 days of delivery (unless otherwise required by local law). We comply with applicable local laws and consumer rights policies where required.
2. Return Process
- Email us at
shop@icewhale.org with the following:
- Your order number
- Clear photos (if item is defective or damaged)
- Reason for return - We will reply within 1–2 business days with an RMA and return instructions
- Ship the item within 7 days of receiving the RMA
3. Refund Details
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If the returned product is in original condition, we will refund the product price excluding original shipping cost
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If the item shows signs of use, damage, or missing parts, up to 10% may be deducted as a restocking/refurbishment fee
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If the return is due to product defect, shipping error or damage caused by us, we cover return shipping
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For other returns, the customer is responsible for shipping. We can provide a prepaid label and deduct the cost from the refund
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Items returned without prior authorization are not eligible for a refund
4. Customs & International Returns
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If a shipment is returned due to failure to clear customs or customer refusal, we will refund the product price minus original and return shipping costs once received back
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If the item is confiscated, abandoned, or never returned to us, no refund will be issued
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Customers are advised to contact us promptly if facing customs issues
5. Frequently Asked Questions
Q1. Can I return an opened item?
Yes – as long as the product is unused and all original packaging and accessories are intact. (Follow 14-day money-back guarantee)
Q2. What if the item is defective or damaged?
Take photos and contact us within 14 days. We'll offer a replacement or full refund and cover shipping, or other consensual solutions.
Q3. Who pays for return shipping?
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We cover return shipping for product issues or shipping errors
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Otherwise, customers cover shipping. We can deduct prepaid label cost if used
Q4. What if I lost the original packaging?
Use protective packaging to return the item. Missing packaging/accessories may reduce the refund.
Q5. Can I exchange the item?
Yes – you can request an exchange when initiating your return.
Q6. What if I don't like the product after receiving it?
You can return it within 14 days in original condition. We'll refund the product price minus shipping and restocking fee 10% if have.
Q7. My item broke after 14 days, can I still get help?
Yes – refer to our warranty policy for repair or replacement options or other consensual solutions.
Q8. Can I return something after 14 days?
Returns after 14 days are not accepted unless legally required.
Q9. I received the wrong item or something is missing – what now?
Contact us with photos, and we'll arrange reshipment or resolve it quickly.
Q10. My item was damaged during delivery – what should I do?
Keep packaging photos and contact us – we'll arrange refund or replacement depending on case or other consensual solutions.
Q11. What if the return package gets lost during return shipping?
If the return shipment is lost and you used your own courier, we are not responsible for refunding the product. We recommend using a tracked and insured shipping method.
We hope this clear and customer-first return policy gives you peace of mind while shopping with Zima Store Online.
