Return, Refund & Retracting rights for an online purchase order

Return, Refund & Retracting rights for an online purchase order

You are entitled to a full refund (including VAT and other taxes but excluding delivery charges) if you return your purchase without giving any reason within fourteen (14) days starting on the day of delivery of the Product. The refund will only intervene for the Product(s) which are returned. Your legal rights in respect of defective goods are unaffected after this period of fourteen (14) days.

You must return the Product(s) you have purchased from the eSTORE to ICE within 14 (fourteen) days starting on the day you complete the online return request form .

ICE will use the same means of payment as you used for the initial transaction. In any event, you will not incur any fees as a result of such reimbursement.

To cancel or return your order you must notify ICE Customer Care Centre through the online return form. This online form can be accessed via the URL link received in the Shipment confirmation e-mail or by  introducing your tracking ID in the following tracking page. Once your tracking ID has been received you need to select “Return this package” and fill in the online return form. This “Return this package” button will only be available during the 14 days following the delivery date of your order. All orders must be returned in accordance with the return procedure which is explained in the online return form.

ICE bears the costs of a standard return as long as it meets the following conditions : 

  • you use standard return (drop off in Access point)
  • you follow the return procedure
  • all articles are returned within 14 days following the delivery date

If any of the above conditions is not met, you will have to bear the direct costs of returning the Product(s). You may be liable if the value of the Product(s) returned diminishes due to the return.

If you do not return the Products together with proof of purchase (such as invoice, bank transaction id, proof of payment or any other), ICE reserves the right to refuse a refund. If you return any Products in a used or damaged condition, ICE reserves the right to deduct from any refund due to you (or otherwise seek to recover from you) an amount equivalent to the reduction in value of the Products, which might be 100% of the purchase price.

Your refund may be withhold until fourteen (14) after receipt by ICE of the returned Products or evidence that you have sent the Products back to ICE, whichever is the earliest. Please note that your bank may take longer to process the refund.

If you have purchased a bundled set and wish to return it for a refund, the complete set must be returned. If the Products were purchased using a special offer which contained several Products (e.g. “buy three watches, but only pay for the two most expensive watches”), all Products ordered using the special offer must be returned in order to qualify for a full refund.

As per art. VI.47 to VI.53 of CDE, for any online purchase order, except particular circumstances, you have 14 calendar days to exercise your legal rights to retract from your purchase order: download the online form.