Return, Refund & Retracting rights for an online purchase order

Return, Refund & Retracting rights for an online purchase order

If you are not completely satisfied with the product(s) ordered, you are entitled to a full refund (including VAT and other taxes but not delivery charges) if you return your order for any reason within fourteen (14) days from the date of delivery of the product(s). The refund only covers the returned product(s). Your rights related to a defective product remain intact after the fourteen (14) day period.

In order to arrange for the return of the product(s) ordered, please follow the instructions in the online returns form and complete all the necessary fields.

ICE will pay the standard return shipping costs, provided that:

  • you follow the returns procedure (as per the online returns form)
  • you opt for a standard return (dropped off at a collection point)
  • the items are returned within 14 days from the date of delivery

In all cases, you must return the product(s) purchased from the eSTORE to ICE within fourteen (14) days from the day you complete the online returns form.

ICE will use the same method of payment for the refund as was used for the original transaction. Under no circumstances will you incur any costs as a result of such a refund.

If these conditions are not met, you will be responsible for the direct costs of returning the product(s). You may also be liable if the value of the returned product(s) decreases as a result of their return.

If you do not return the product(s) with a valid proof of purchase (invoice, bank statement, proof of payment or otherwise), ICE reserves the right to refuse a refund. If you return products that are used or damaged, ICE reserves the right to deduct from the refund (or conversely to claim from you) an amount equivalent to the reduction in value of the products, up to 100% of the purchase price.

Your refund may be withheld for up to fourteen (14) days after ICE receives the returned products or proof that you have returned them to ICE (whichever is shorter). Please note that your bank may take longer to refund you.

If you have made a bulk purchase and wish to return it for a refund, the entire set must be returned. If the products purchased are part of a special offer containing several products (e.g. “Buy 3 watches, but only pay for 2 of them”), all products must be returned to qualify for a full refund.

According to sections VI.47 to VI.53 CDE, for any distance selling contract, except in special situations, you have a legal right of withdrawal of 14 calendar days: download the form here.