Refund and Returns Policy for Ice & Impact Ltd
Effective Date: August 28, 2024
At iceandimpact.co.uk, operated by National Leisure Group Ltd, we want you to be completely satisfied with your purchase. If you are not satisfied with an item, our Refund and Returns Policy, in compliance with UK consumer law, explains how you can return the item for a refund or exchange.
1. Your Right to Cancel and Return
a. 14-Day Cooling-Off Period
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without providing a reason. This is known as the “cooling-off” period.
- Eligibility: The 14-day cooling-off period applies to most products, except for custom-made items, perishable goods, or items that have been unsealed after delivery (e.g., DVDs, software).
- Starting Date: The cooling-off period begins the day after you receive your goods.
b. How to Cancel
To cancel your order within the 14-day cooling-off period:
- Contact Us: Email us at info@iceandimpact.co.uk to notify us of your decision to cancel.
- Return the Goods: You must return the goods to us within 14 days of notifying us of your cancellation.
2. Returns After the Cooling-Off Period
If 14 days have passed since you received your purchase, you may still be eligible for a return or exchange, depending on the circumstances:
a. Damaged or Faulty Items
If your item is damaged, faulty, or not as described, you have the right to return it for a full refund or replacement under the Consumer Rights Act 2015.
- Timeframe: You must notify us of the issue within 30 days of receiving the item to be eligible for a refund.
- Proof of Fault: We may ask for evidence (e.g., photos) of the fault before processing your return.
b. Non-Faulty Returns
If you wish to return a non-faulty item outside of the 14-day cooling-off period, we may offer an exchange or store credit at our discretion. This policy does not affect your statutory rights.
3. Conditions of Returns
To be eligible for a return, the following conditions must be met:
- Original Condition: The item must be returned in its original condition, with all tags, packaging, and accessories included.
- Proof of Purchase: A receipt or proof of purchase must be provided with the return.
- Exclusions: Certain items are not eligible for return, including personalized or custom-made products, perishable goods, and items that cannot be returned for hygiene reasons (e.g., mouthguards, undergarments) if the packaging has been opened.
4. Refund Process
Once we receive your returned item, we will inspect it and notify you of the status of your refund:
- Approval: If your return is approved, we will process the refund to your original method of payment within 14 days of receiving the returned item.
- Partial Refunds: In some cases, only partial refunds may be granted (e.g., if the item is not in its original condition or is returned after the 14-day period).
- Shipping Costs: Original shipping costs are non-refundable. If you are returning an item due to a fault or error on our part, we will reimburse the return shipping costs. Otherwise, you are responsible for the cost of return shipping.
5. Exchanges
If you wish to exchange an item:
- Contact Us: Please contact us at info@iceandimpact.co.uk to arrange an exchange.
- Stock Availability: Exchanges are subject to stock availability. If the item you want is not available, we may offer a refund or store credit.
6. How to Return an Item
To return an item:
- Contact Us: Notify us of your intent to return by emailing info@iceandimpact.co.uk
- Package the Item: Ensure the item is securely packaged to prevent damage during transit.
- Include Proof of Purchase: Include your receipt or proof of purchase inside the package.
- Ship the Item: Send the item to the following address:
- Returns Department
National Leisure Group Ltd
9 Regent Street, Runcorn, Cheshire, WA7 1LJ
7. Contact Information
If you have any questions or need further assistance with a return or refund, please contact us:
Email: info@iceandimpact.co.uk
Address: 9 Regent Street, Runcorn, Cheshire, WA7 1LJ