Returns, Refunds and Exchanges Policy

We regularly check industry benchmarks and ensure we are consistently offering our customers a policy that's in-line, fair, and transparent. 

All returns are customer responsibility.

 

Date Effective: March 1, 2025

Last Update: July 31, 2025

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1. Shipping Policy
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2. Contact Us Form
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3. FAQs
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Returns Policy

How long do I have to start a return?

You have 14 calendar days from the date of successful delivery to request a return. Any requests made after this period will not be accepted. Please note returns are to be organised and paid for by the customer, unless faulty, or if we have sent the incorrect item. This policy is in-line with our competitors.

 

 

How long will it take to receive my refund after having my return accepted?

Approved refunds will be issued to your original payment method within 15 business days of approval. If you have not received your refund within this timeframe, please contact us at hello@icecoldspice.com or by calling 020 3740 1246.

 

 

What is the returns process?

1. Submit Our Online Returns Request
Complete the returns request using our online contact form, providing your order number, a detailed reason for return, and high-resolution photographs of the product evidencing all defects, no matter how small. These particulars are essential for the supplier’s evaluation against your return request. Any inconsistencies may result in a withheld or reduced refund.

 

 

2. Receive Return Authorisation
Once the supplier has received your returned item, we will email you a Return Merchandise Authorisation (RMA) number along with instructions. This will include:

 

a. A unique RMA reference number for tracking and identification

b. Supplier return address and any branch or depot instructions

c. Packaging guidelines and approved carrier or shipping methods

d. A label or barcode to affix to your return parcel

e. Deadlines for sending the return to maintain eligibility

 

3. Ship Your Package
Securely package your items inclusive of all parts, accessories, and paperwork you received within the box. Include the RMA label, and send via a tracked service.

 

Important: Send returns directly to the supplier address provided in your RMA email. We do not hold stock at our office address. Returns sent to our office will be rejected. Ice Cold Spice is not responsible for incorrect parcels, missing parcels, or any associated costs arising from returns sent to the wrong address.


 

 We do not have mobile agents, so this means we either send a pallet courier to collect palletised goods, or in terms of when we send out components, this would relate to on-site works that the customer would be capable of carrying out themself.

 

 

How much will my return cost me?

All returns are customer responsibility. Remember you have 14 days to submit return request. What you pay is variable depending on your circumstance, as outlined below:

 

Defective or Damaged Items: In the unlikely event of your item arriving defective or damaged, we will review the best course of action directly with the supplier. If an order has a manufacturing fault covered by the guarantee, we will arrange with the supplier collection goods Free of Charge for repair at the warehouse, or for smaller on-site fixes, may offer to send out replacement components to speed up the repair. At our discretion, if a repair is not possible, we will provide a prepaid return label and cover all return shipping costs upon verification of the defect.

 

Change of Mind, Incorrect Order or Refused Deliveries: If you change your mind, place an incorrect order, or refuse delivery without prior cancellation, the order will be treated as a change of mind / unwanted item return. In these circumstances, customers are responsible for arranging and paying all return shipping costs. These costs vary by item size, weight, and return destination and may be deducted from any refund due. An additional restocking fee of up to 20% may apply to cover handling, inspection, and repackaging. We will notify you if a restocking fee applies to your order prior to processing the refund.

 

What if my returns request is rejected?

If a supplier deems a returned item ineligible (damage beyond report, missing packaging, or partial installation), we will inform you of the refusal and exact reasons within 5 business days. In this scenario, you have 3 options:

 

1. Return to You: Arrange shipping and handling back at your expense. 

2. Partial Refund: Accept a partial refund reflecting the item’s condition or full restocking fee.

3. Dispute Escalation: Contact us to review; we may override the supplier’s decision.

 

 

Are any items non-refundable?

Custom-made and made-to-order are not eligible for returns. For avoidance of any doubt, this applies to:

 

1. Paladin: All Paladin radiators due to their bespoke, hand-crafted nature

2. DQ Heating: All products with a powder finish

3. Other: All products labelled custom-made in the title; this includes select radiators manuactured by, but not limited to, Eucotherm, Carisa

 

 

Do you offer exchanges?

At this time, we do not offer exchanges once your order has been placed. If you believe you have made a mistake with your order, please let us know as soon as possible. While not guaranteed, if the order has not yet been processed, we may be able to amend/modify.