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.