Nothing in this Returns Policy affects your statutory rights.

1. Returns Window

For eligible distance-sale purchases, you have 14 days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods to notify us that you wish to cancel.

We normally establish the delivery date using the courier's delivery records.

The date on which you receive an order fulfilment or delivery notification from Ice Cold Spice does not determine the start of the cancellation period. Our fulfilment notifications may be manually triggered after physical delivery and do not extend or restart the cancellation period.

Where an order contains multiple goods delivered separately, the applicable cancellation period will be calculated in accordance with consumer law.

2. How to Request a Return

To request a return, email:

customercare@icecoldspice.com

Please provide:

• Your order number.
• The product you wish to return.
• The reason for the return.
• Clear, high-resolution photographs showing the entire product and its current condition.
• Close-up photographs of any fault, damage, mark or other issue being reported.
• Photographs of the packaging where relevant.
• Any additional information or photographs reasonably requested by us, the supplier or manufacturer to assess the return.

Change-of-Mind Returns

For a change-of-mind return, we will also ask you to confirm:

• The condition in which you received the product, including whether any scratches, scuffs, chips, dents, marks or other damage were present.
• Whether the product has been used.
• Whether it has been installed or fitted.
• Whether you have attempted to install, mount, connect, plumb in or wire the product.
• Whether tools, fixings or installation equipment have been used on it.
• Whether it has been drilled, cut, modified or altered.
• That the photographs supplied accurately show its current condition.

Please answer these questions fully and accurately.

Your photographs and declaration may be compared with the condition of the product when it is returned and inspected. A material difference may be relevant when assessing any diminished value. We request photographs and this information for all returns so that we can properly process and assess them. However, these requirements do not prevent you from exercising a statutory cancellation right by making another clear statement that you wish to cancel within the applicable cancellation period. Please do not send goods anywhere until we have provided the appropriate return instructions.

3. Inspecting Your Order on Delivery

Please inspect your order as soon as reasonably possible after delivery, particularly for large, fragile, finished or high-value products.

Before installation, fitting or use, please check:

• The product is the correct item, size, colour, finish and specification ordered.
• There is no visible damage, scratching, scuffing, chipping, denting or other marking.
• All components, fittings and accessories appear to be present.
• The packaging shows no significant signs of impact or damage.
• There are no obvious issues that should be reported before installation or use.

If you discover damage, an incorrect product or another visible issue, do not install, fit, modify or use the product.

Please photograph:

• The complete product.
• The affected area or damage.
• The outer packaging.
• Any damage to the packaging.
• The shipping label where available.

Email the photographs, your order number and details of the issue to customercare@icecoldspice.com as soon as reasonably possible after discovery.

Prompt inspection and reporting helps us establish the condition of the goods at delivery and allows us to raise any necessary claim with the supplier or carrier.

Failure to inspect or report an issue immediately does not remove any statutory rights you may have in relation to faulty, damaged, incorrect or non-conforming goods. However, where the cause or timing of damage is disputed, the timing of the report and available evidence may be relevant when assessing what occurred.

4. Faulty, Damaged, Incorrect or Not-as-Described Goods

If you believe an item is faulty, damaged, incorrect or not as described, email customercare@icecoldspice.com with the information and photographs requested above. Depending on the circumstances, we or our supplier may arrange collection or provide alternative return instructions. Please do not arrange or pay for the return yourself unless we have instructed you to do so.

Where goods are faulty, damaged, incorrect or otherwise do not conform to the contract, we will deal with the matter in accordance with your statutory rights, including responsibility for reasonable return costs where required by law.

Where a Reported Defect Is a Product Characteristic

Some products, materials and finishes have natural, manufacturing, dimensional, cosmetic or operational characteristics and variations that do not constitute a defect. Where appropriate, we may refer the reported issue to the supplier or manufacturer for technical assessment. 

Where, following assessment, the reported issue is determined to be a normal or expected characteristic rather than a defect, and the product otherwise conforms to its description and the contract, it will not be treated as a faulty-product return. If you still wish to return the product and remain eligible for a change-of-mind return, you will be responsible for the applicable return cost.

Where available, Ice Cold Spice may arrange collection on your behalf and pass the applicable customer-paid collection charge on to you.

A supplier or manufacturer's assessment does not remove your statutory rights where the goods do not conform to the contract.

5. Change-of-Mind Returns & Return Costs

A change of mind includes where you:

• No longer want or require the product.
• Ordered the wrong product, size, specification or quantity.
• Do not like the appearance, colour, finish or other characteristics of a product that otherwise conforms to its description.
• Expected the product to be different, but it conforms to its description and the contract.
• Refuse or decline delivery other than because the goods are visibly damaged or the goods delivered are incorrect.

For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods, where applicable and provided the required information regarding return costs was given before purchase. Many of our products are large, heavy, fragile and/or bulky, and return costs can therefore be significant.

Refused Deliveries

Refusing or declining delivery without prior agreement from Ice Cold Spice will be treated as a change-of-mind return, unless the delivery is refused because the goods are visibly damaged or the goods delivered are incorrect. Applicable return-to-sender or collection costs may therefore be passed on to you, where permitted by law.

Collection Arranged on Your Behalf

Where available, Ice Cold Spice may arrange a customer-paid collection through our supplier or carrier on your behalf. The applicable collection charge will be advised to you and will either be payable by you or, where agreed and legally permitted, deducted from your refund. Alternatively, where you are entitled to do so, you may arrange your own appropriate return service to the return address we provide.

6. Exemptions from Change-of-Mind Returns

Custom-Made, Bespoke & Personalised Products

Products made to your specifications or clearly personalised are not eligible for change-of-mind cancellation where the applicable statutory exemption applies.

Where a product is custom-made, this is identified on the relevant product page before purchase.

This may include qualifying products specifically manufactured, sized, configured, finished or otherwise customised to your individual specification.

Please Check Your Specification Carefully

Before placing your order, please carefully check all:

• Measurements and dimensions.
• Colours and finishes.
• Connections.
• Configurations.
• Specifications and other custom selections.

A qualifying custom-made, bespoke or personalised product cannot be returned simply because:

• You changed your mind.
• You ordered or measured incorrectly.
• You selected the wrong specification.
• You no longer require the product.
• You do not like it after receiving it.
• It differs from your personal expectations but matches the agreed specification and description.

The fact that a product is merely described as “made to order” or "custom made" does not by itself determine whether the statutory exemption applies. We will rely on this exemption only where the product meets the applicable legal criteria for goods made to the consumer's specifications or clearly personalised.

Faulty Custom-Made Products

The exemption above applies to change-of-mind cancellation only.

It does not affect your statutory rights where a custom-made product is faulty, damaged, incorrect, not as described, does not match the agreed specification or otherwise does not conform to the contract.

7. Exchanges

We do not offer exchanges.

If you wish to purchase a different product, size, colour, finish or specification, you must return the original product where eligible and place a new order separately.

The return of the original product remains subject to this Returns Policy.

This does not affect any remedy available to you where goods are faulty, damaged, incorrect or otherwise do not conform to the contract.

8. Condition of Change-of-Mind Returns

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where handling goes beyond what is reasonably necessary and reduces the value of the product, we may make a reasonable deduction from your refund to reflect the resulting diminished value, where permitted by law.

Change-of-mind goods should therefore be returned in a condition suitable for resale and should:

• Be clean and free from signs of use.
• Have no scratches, scuffs, chips, dents, stains, abrasions, discolouration or other avoidable cosmetic damage.
• Have no tool, fixing or mounting marks.
• Have no damaged threads, connections or fittings.
• Not have been drilled, cut, modified or altered.
• Not have been installed, fitted, connected, plumbed in or wired.
• Not show marks or damage caused by attempted installation.
• Include all supplied components, fittings, brackets, valves, accessories and documentation.

Particular care should be taken with painted, polished, plated, brushed, mirrored, chrome, brass, stainless-steel, glass, ceramic and other premium or delicate finishes, where even relatively minor marks may significantly reduce the product's resale value.

9. Return Instructions

Once your return request has been reviewed, we will email you the appropriate return instructions. These may include:

• The correct supplier, warehouse, branch or depot return address.
• An RMA or return reference.
• Whether you should arrange the return or whether collection can be arranged.
• Any applicable customer-paid collection cost.
• Packaging or carrier requirements.

Do not return goods to our office address. Ice Cold Spice does not hold returned stock at its office. Goods must be returned to the address provided in your return instructions.

10. Packaging & Return Transit

You are not required to retain or use the original packaging solely in order to exercise an applicable statutory change-of-mind cancellation right. However, we strongly recommend retaining and reusing the original packaging wherever possible because it is often specifically designed to protect the product. Whether you arrange the return yourself or we arrange a customer-paid collection on your behalf, you must take reasonable care to package and protect the goods adequately for return transit where the packaging is under your control. Where we arrange collection, this does not mean that Ice Cold Spice, the supplier or carrier has packed or approved your packaging. Unless expressly agreed otherwise, the collection driver will not package the goods for you.

Recommended Packaging for Large, Fragile or High-Value Products

We strongly recommend:

• A strong double-wall cardboard box of an appropriate size, where suitable.
• Clean, non-abrasive protection over finished surfaces.
• Foam, bubble wrap, corner and edge protection.
• Sufficient cushioning to prevent movement.
• Individual protection around valves, threads, connections and protruding components.
• Appropriate reinforcement, strapping or palletisation for large or heavy products.
• Equivalent specialist protection where the product was originally delivered on a pallet, frame or similar packaging.

Tape, staples, straps and abrasive cardboard should not come into direct contact with delicate or finished surfaces.

Thin plastic, shrink wrap or a single layer of cardboard alone may not adequately protect a heavy, fragile or high-value product.

Photograph the Packaging

We strongly recommend taking photographs showing:

1. The complete product immediately before packaging.
2. The protection applied to surfaces, corners and edges.
3. The internal cushioning and protection.
4. The product secured within the packaging.
5. The completely sealed parcel or pallet immediately before collection.

Where damage results from inadequate packaging or protection provided by you, this may be taken into account when assessing diminished value on a change-of-mind return, where permitted by law. Arranging collection on your behalf does not make Ice Cold Spice responsible for inadequate packaging undertaken by you.

This does not affect any rights or responsibilities relating to damage caused by a carrier where the goods were appropriately packaged.

11. Restocking Fees & Diminished Value

Statutory Change-of-Mind Returns

We do not charge an automatic restocking fee simply because you exercise a statutory cancellation right.

However, where handling beyond what is reasonably necessary has reduced the value of the goods, we may make a reasonable deduction from the refund to reflect the resulting diminished value, where permitted by law.

This may include loss in value resulting from:

• Scratches, scuffs, chips, dents or marks.
• Installation, mounting or tool marks.
• Evidence of use.
• Missing components or accessories.
• Drilling, cutting or modification.
• Excessive handling.
• Damage caused by inadequate return packaging for which you were responsible.

The deduction will reflect the circumstances and resulting loss in value and may be substantial where the product can no longer reasonably be sold as new.

Discretionary Returns — Up to 20% Restocking Fee

Where you do not have a statutory or contractual right to return a product, but Ice Cold Spice or the relevant supplier nevertheless agrees to accept it as a discretionary return, a restocking/handling fee of up to 20% of the product value may apply. The applicable fee will depend on the supplier, product, condition and circumstances and will be communicated as part of the discretionary return arrangement. A discretionary return does not affect or replace any statutory rights you may otherwise have.

12. Supplier Inspection, Refused Returns & Escalation

Many products are returned directly to our suppliers and may be inspected by the supplier or manufacturer when received.

If a supplier reports that a returned product is damaged, used, installed or partially installed, modified, incomplete, inadequately packaged, or materially different from the condition declared or photographed before return, we will review the available evidence before determining the outcome.

This may include:

• Your photographs and condition declaration.
• Photographs of the product and return packaging.
• Carrier information.
• Photographs taken when the return was received.
• The supplier's inspection report.
• Manufacturer or technical information.
• Any other relevant evidence.

Supplier Inspection Timescales

Once the returned product has been received by the supplier, please allow up to 14 days for the supplier to inspect the product and provide Ice Cold Spice with its inspection outcome.

This period begins when the supplier receives the returned goods and may vary depending on the product, manufacturer and nature of the issue.

Once Ice Cold Spice receives the supplier's inspection outcome, we will normally contact you within 5 business days to confirm the outcome, explain any findings and advise you of the next steps.

The 5-business-day period begins when Ice Cold Spice receives the supplier's inspection outcome, not when the returned product is delivered to the supplier.

Where further technical assessment, manufacturer input or additional information is reasonably required, the process may take longer.

These inspection timescales do not extend or override any statutory refund or other legal deadline that applies to your return.

Possible Outcomes

Depending on the circumstances and your statutory rights, we may:

• Make a reasonable deduction for diminished value where permitted by law.
• Apply an agreed restocking/handling fee of up to 20% where the return is a discretionary return outside your statutory or contractual return rights.
• Ask you to arrange and pay for the product to be returned to you where a discretionary or otherwise ineligible return cannot be accepted.
• Request further evidence or information before reaching a decision.

Disputing a Supplier's Assessment

A supplier's assessment is not automatically treated as final.

If you disagree with it, email customercare@icecoldspice.com explaining why and provide any supporting photographs or information. Ice Cold Spice will review the available evidence and, where appropriate, raise the matter with the supplier or manufacturer. A statutory change-of-mind cancellation will not be refused solely because the original packaging is missing. However, the condition of the goods and any diminished value caused by excessive handling or inadequate return packaging may be taken into account where permitted by law. Nothing in this section affects your statutory rights.

13. When Will I Receive My Refund?

The refund timeframe depends on the reason for your return.

Change-of-Mind Returns

For a valid statutory change-of-mind cancellation, we will provide any refund due without undue delay and no later than 14 days after the earliest of:

• The day we, or the supplier receiving the return on our behalf, receive the returned goods; or
• The day you provide satisfactory evidence that the goods have been sent back.

Where Ice Cold Spice or our supplier has agreed to collect the goods, the applicable refund timeframe will be dealt with in accordance with consumer law.

We may inspect the returned goods to establish whether their value has been reduced by handling beyond what was reasonably necessary. Any legally permitted deduction for diminished value will be explained to you.

Faulty, Damaged, Incorrect or Non-Conforming Goods

Where you are entitled to a refund under your statutory rights because goods are faulty, damaged, incorrect, not as described or otherwise do not conform to the contract, the refund will be provided without undue delay and within the applicable statutory timeframe.

Where the Consumer Rights Act requires a refund following an agreed right to reject, the refund will be made without undue delay and in any event within 14 days of us agreeing that you are entitled to the refund.

Supplier Inspections & Refund Deadlines

A supplier may take up to 14 days after receiving a returned product to provide its inspection outcome. However, the supplier inspection process does not extend a statutory deadline by which Ice Cold Spice is legally required to provide a refund. Where a statutory refund becomes due before the supplier's normal inspection process has been completed, we will comply with the applicable statutory refund deadline.

What Will Be Refunded?

Where required by law, a statutory change-of-mind refund will include:

• The amount paid for the eligible returned goods; and
• The applicable standard outbound delivery charge.

If you selected a more expensive delivery method than our least expensive standard delivery option, the additional cost of that upgraded service does not have to be refunded.

Where legally permitted, the amount refunded may take account of:

• Diminished value resulting from handling beyond what was reasonably necessary.
• Applicable customer-paid return or collection costs.
• An agreed restocking/handling fee for a discretionary return outside your statutory or contractual return rights.

Any applicable deduction will be explained to you.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.

After we issue the refund, your bank, card issuer or payment provider may take additional time to credit the funds to your account. This processing time is outside Ice Cold Spice's control.

14. Contact Us

For all return requests, supporting photographs and return enquiries:

Email: customercare@icecoldspice.com
Phone: 020 3740 1246

Please quote your order number in all correspondence.